Launching Infosys Cortex: AI-First, Cloud-First Customer Engagement Platform, Part of Infosys Cobalt, to Humanize Customer Experience, Empower Agents and Drive Intelligent Operations for Enterprises

PR87701

BENGALURU, India, Jan. 20, 2021 /PRNewswire=KYODO JBN/ --

    Infosys [https://www.infosys.com/] (NYSE: INFY), a global leader in

next-generation digital services and consulting, today announced the launch of

Infosys Cortex, its customer engagement platform.  The platform leverages

technology from Genesys, a global leader in cloud customer experience and

contact center solutions, along with Contact Center AI

[https://cloud.google.com/solutions/contact-center] services from Google Cloud

and its managed artificial intelligence (AI) and analytics services.

    Infosys Cortex helps businesses reimagine customer care operations by

providing intelligence to aid purposeful customer communication, smarter and

faster decision-making, and deliver value at scale. Using the power of cloud

and a modular microservices based architecture, it helps enterprises achieve up

to 40 percent faster and more effective agent hiring and learning. It also

brings up to 30 percent improvement in agent performance with training before

operationalizing the contact center. Furthermore, Infosys Cortex drives up to

30 percent improvement in satisfaction for customers through intent prediction

and self-service, along with up to 40 percent improvement in operations through

cognitive automation and analysis of contextual data across systems using

Infosys Data and Analytics Platform powered by Google Cloud. Infosys' ability

to provide deeper integration in the enterprise by developing and reusing

connectors for existing enterprise information systems makes implementation

smooth and seamless.

     Infosys Cortex will tightly integrate with Genesys Engage™, a robust

omnichannel engagement solution built on a multicloud architecture. Together,

the solutions will allow organizations to deliver fast, convenient, and

personalized interactions at every touchpoint. In addition, the open

architecture of Genesys Engage and a rich ecosystem of tools and capabilities

will enable businesses to customize the solution so they can better address the

unique challenges and objectives of their industry and customers.

    As enterprises prepare for the next normal, Infosys Cortex will help them

harness AI services from Google Cloud. Together with Google AI-powered

voicebots, chatbots, interaction analytics, and an industry-leading IVR from

Genesys, businesses can shift from being remote-ready to driving digital

customer service from anywhere. They can also grow the effectiveness of their

customer care with increased first-call resolution, reduced average handle

time, decreased call volume, and improved service-to-sales conversion.

     "Our experience of managing the IT landscapes of large complex

enterprises, expertise across industry domains, and strengths in enabling

workforce learning uniquely equips us to help businesses deliver customer

delight. With Infosys Cortex, we can now share with them the digital

capabilities to future-proof their customer relationships," said Ravi Kumar,

President at Infosys.

"The next wave of CX solutions are built to improve decision velocity. Machines

can make 100 decisions per second, humans can make one per second but often get

bogged down in management committee for weeks," said R "Ray" Wang, Founder and

Chairman, Constellation Research, Inc. "When AI is applied to CX, agents have

the context they need to make faster and more precise decisions. As agents are

augmented by AI, they can deliver more personalized experiences."

    "We're proud that Infosys has selected Google Cloud's Contact Center AI to

power its Cortex customer engagement platform," said Kevin Ichhpurani,

Corporate Vice President, Global Ecosystem at Google Cloud. "More than ever,

it's important that businesses deliver positive experiences for consumers, and

help them resolve questions or issues quickly and effectively even while teams

and agents are working remotely. By leveraging Google Cloud's managed AI and

analytics services, Infosys Cortex delivers these capabilities to enterprises,

enabling them to spin up new AI-powered customer engagement services quickly

and ultimately helping businesses better serve their customers."

    For more information please visit:

https://www.infosys.com/products-and-platforms/cortex.html

    About Infosys

    Infosys is a global leader in next-generation digital services and

consulting. We enable clients in 46 countries to navigate their digital

transformation. With nearly four decades of experience in managing the systems

and workings of global enterprises, we expertly steer our clients through their

digital journey. We do it by enabling the enterprise with an AI-powered core

that helps prioritize the execution of change. We also empower the business

with agile digital at scale to deliver unprecedented levels of performance and

customer delight. Our always-on learning agenda drives their continuous

improvement through building and transferring digital skills, expertise, and

ideas from our innovation ecosystem.

    Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your

enterprise navigate your next.

    Safe Harbor

    Certain statements in this release concerning our future growth prospects,

financial expectations and plans for navigating the COVID-19 impact on our

employees, clients and stakeholders are forward-looking statements intended to

qualify for the 'safe harbor' under the Private Securities Litigation Reform

Act of 1995, which involve a number of risks and uncertainties that could cause

actual results to differ materially from those in such forward-looking

statements. The risks and uncertainties relating to these statements include,

but are not limited to, risks and uncertainties regarding COVID-19 and the

effects of government and other measures seeking to contain its spread, risks

related to an economic downturn or recession in India, the United States and

other countries around the world, changes in political, business, and economic

conditions, fluctuations in earnings, fluctuations in foreign exchange rates,

our ability to manage growth, intense competition in IT services including

those factors which may affect our cost advantage, wage increases in India, our

ability to attract and retain highly skilled professionals, time and cost

overruns on fixed-price, fixed-time frame contracts, client concentration,

restrictions on immigration, industry segment concentration, our ability to

manage our international operations, reduced demand for technology in our key

focus areas, disruptions in telecommunication networks or system failures, our

ability to successfully complete and integrate potential acquisitions,

liability for damages on our service contracts, the success of the companies in

which Infosys has made strategic investments, withdrawal or expiration of

governmental fiscal incentives, political instability and regional conflicts,

legal restrictions on raising capital or acquiring companies outside India,

unauthorized use of our intellectual property and general economic conditions

affecting our industry and the outcome of pending litigation and government

investigation. Additional risks that could affect our future operating results

are more fully described in our United States Securities and Exchange

Commission filings including our Annual Report on Form 20-F for the fiscal year

ended March 31, 2020. These filings are available at www.sec.gov. Infosys may,

from time to time, make additional written and oral forward-looking statements,

including statements contained in the Company's filings with the Securities and

Exchange Commission and our reports to shareholders. The Company does not

undertake to update any forward-looking statements that may be made from time

to time by or on behalf of the Company unless it is required by law.

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   Source: Infosys