Infosys (INFY) Implements AssistEdge At Telekom Malaysia
Zacks Investment Research | Mar 15, 2018 11:29PM ET
Infosys Limited’s (NYSE:INFY) wholly-owned subsidiary, EdgeVerve Systems, recently announced that it has successfully implemented AssistEdge at Telekom Malaysia (TM) under the One View Application Layout program.
EdgeVerve Systems’ AssistEdge has played a crucial role in boosting productivity and efficiency across the customer service centers of Telekom. This has also lowered the average call handling time, thus enhancing customer service quality.
Notably, AssistEdge facilitates quicker resolution of query apart from enhancing customer experience by allowing Telekom to automate all the relevant data required by agents. The solution also makes it simpler for agents to navigate systems by enabling a single window dashboard for all contact centre applications. On implementation, AssistEdge significantly reduces the overall time required to update all systems resulting in increase in productivity and operational efficiency.
Our Take
Infosys’ services and software, which were earlier rolled out, are proving conducive to its top-line growth. For instance, in third-quarter fiscal 2018, new services, in the cloud first and artificial intelligence (AI) first digital experience service area contributed to 9.9% of revenues. Also, software services comprising of Edge, Panaya and Skava contributed to 1.7% of revenue growth in the quarter.
Moreover, the company’s integrated AI platform, Nia, is aiding the accelerating pace of the adopted technology. Of late, cyber security is also acting as one of the company’s prominent profit churners. Notably, the Zacks Rank #3 (Hold) company’s stock has appreciated 14.1% in the past three months, outperforming the Zacks Investment Research
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