Telekom Malaysiaが効率性、生産性向上のためAssistEdgeを導入

AsiaNet 72703 （0489）

【ベンガルール（インド）2018年3月15日PR Newswire=共同通信JBN】

Telekom Malaysiaが効率性、生産性向上のためAssistEdgeを導入

インフォシス（Infosys、NYSE: INFY）の完全子会社であるEdgeVerve Systemsは、OVAL（One View Application Layout）プログラムの下でTelekom Malaysia（TM）へのAssistEdge導入を成功させたと発表した。Telekom Malaysiaはマレーシアでナンバーワンのコンバージェンス企業で、大手コンバージドコミュニケーション・サービスプロバイダーである。EdgeVerve SystemsのAssistEdgeは、Telekom Malaysiaのカスタマー・サービスセンター全体の自動化プロセス、稼働効率、生産性において極めて重要な役割を果たし、平均コール処理時間を大幅に短縮し、顧客満足度の向上をもたらした。

ハイライト：

このソリューションは、1つのウインドウ・ダッシュボードで全てのコンタクトセンター・アプリに対応可能で、エージェントのシステム操作が容易になる。AssistEdgeは、TMのエージェントが必要とする関連データ全てを自動化し、それによってより迅速な問い合わせへの回答が可能になり、顧客満足度がアップする。今回の導入で、全てのシステムのアップデートに必要な時間がトータルで短縮され、生産性と運用効率が向上した。Telekom Malaysiaは、広範囲にわたる通信サービスと、ブロードバンド、データ、固定電話におけるソリューションを提供している。AssistEdge導入で、TMは顧客サービスの質の継続的改善、革新を通じ、高い顧客満足度を達成させている。

EdgeVerveのニテッシュ・バンガ取締役は「AssistEdgeは、この市場でトップクラスの自動化製品であり、多くのグローバル企業が使用し、決定から認識の自動化にまで成功裏に歩を進めている。われわれはTelekom Malaysiaとの事業を継続し、同社の顧客満足度を向上させるとともに、それを従来型のチャンネル、デジタルチャンネルの境なく1つにまとめ上げていく。われわれは、AssistEdgeが同社の運用コストを大幅に縮小する助けになっていることも喜んでいる」と述べた。

Telekom MalaysiaでCustomer Experience Transformationを担当するアフマド・ナスリ・モハメド副社長は「TMはコンバージェンス企業のトップを目指しており、AssistEdgeを導入したOVALプログラムは、顧客満足度を高めるのに役立っている。このソリューションにより、わが社のエージェントが全ての会話を1つにつなぎ、顧客の喜びを増やすのを促すとともに、労せずして生産性と運用効率の向上を図れるようになると確信している」と述べた。

▽EdgeVerve Systems Ltdについて

EdgeVerve Systemsはインフォシスの完全子会社で、革新的なソフトウエア製品を開発し、それをオンプレミスないしはクラウドホスト型のビジネスプラットフォームとして提供する。同社製品は、企業がデジタル世界で関係者とのコネクションを深め、イノベーションを継続し、成長を加速することを支援する。同社は銀行業務、デジタルマーケティング、インタラクティブ・コマース、流通、クレジットサービス、顧客サービス、企業買収など急速に進む分野でクライアントの成長を支援する。

現在、EdgeVerve製品は金融サービス、保険、小売り、CPG、ライフサイエンス、製造、通信などの世界的な企業によって使用されている。同社のデジタルバンキング・ソリューションパッケージであるFinacleは100カ国の金融機関が採用し、10億人を超える顧客と13億の口座にサービスを提供している。

詳細はウェブサイト http://www.edgeverve.com を参照。

ソース：Infosys

Telekom Malaysia Implements AssistEdge to Increase Efficiency and Productivity

PR72703

BENGALURU, India, Mar. 15, 2018/PRNewswire=KYODO JBN/

Telekom Malaysia Implements AssistEdge to Increase Efficiency and Productivity

EdgeVerve Systems, a wholly owned subsidiary of Infosys (NYSE: INFY), announced

the successful implementation of AssistEdge at Telekom Malaysia (TM), under the

OVAL (One View Application Layout) program. Telekom Malaysia is the country's

convergence champion and the leading converged communications services

provider. AssistEdge from EdgeVerve Systems has played a pivotal role in

automating processes, driving efficiency and productivity across the customer

service centers of Telekom Malaysia and has significantly reduced the average

call handling time, resulting in enhanced customer experience.

Highlights:

The solution enables a single window dashboard for all contact centre

applications making it easier for agents to navigate the systems

AssistEdge allows TM to automate all the relevant data required by agents,

thereby enabling faster query resolution and enhance customer experience

With this implementation, the overall time required to update all systems is

reduced, thus boosting productivity and operational efficiency

Telekom Malaysia offers a comprehensive range of communication services and

solutions in broadband, data and fixed-line. With AssistEdge, TM is delivering

an enhanced customer experience through continuous customer service quality

improvements and innovations.

Nitesh Banga, Member of the Board, EdgeVerve, said, "AssistEdge has been one of

the most successful automation products in the market and a large number of

global enterprises are using it to successfully tread from deterministic to

cognitive automation. As we continue to work with Telekom Malaysia to enhance

their customer experience and unify it across traditional and digital channels,

we are delighted that AssistEdge has also helped them reduce operational costs

significantly."

Ahmad Nasri Mohamed, VP, Customer Experience Transformation, Telekom Malaysia,

said, "TM aims at becoming the convergence champion and the OVAL program,

powered by AssistEdge is helping us create an enriching customer experience.

With this solution, we are confident that our agents are able to make every

conversation convert in to a connection, fostering us to drive client delight

and effortlessly augment our productivity and operational efficiencies."

About EdgeVerve Systems Ltd

EdgeVerve Systems, a wholly owned subsidiary of Infosys, develops innovative

software products and offers them on premise or as cloud-hosted business

platforms. Our products help businesses develop deeper connections with

stakeholders, power continuous innovation and accelerate growth in the digital

world. We power our clients' growth in rapidly evolving areas like banking,

digital marketing, interactive commerce, distributive trade, credit servicing,

customer service and enterprise buying.

Today EdgeVerve products are used by global corporations across financial

services, insurance, retail and CPG, life sciences, manufacturing, and telecom.

Finacle, our industry-leading digital banking solution suite is the choice of

financial institutions across 100 countries to service more than a billion

consumers and 1.3 billion accounts.

To know more, visit http://www.edgeverve.com.

Safe Harbor

Certain statements in this press release concerning our future growth prospects

are forward-looking statements regarding our future business expectations

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 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, and

unauthorized use of our intellectual property and general economic conditions

affecting our industry. 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, 2017. These filings are available at http://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. In addition, please note that any forward-looking statements

contained herein are based on assumptions that we believe to be reasonable as

of the date of this press release. 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.

Source: Infosys