Transforming Customer Experience: Infosys Launches New Suite

Empowering Businesses with Infosys Customer Experience Suite

Infosys has introduced the Infosys Customer Experience Suite for Salesforce, a groundbreaking initiative that combines advanced technology with a commitment to transforming customer engagement. The suite utilizes Infosys Topaz™, an innovative platform that collaborates with Salesforce's generative AI capabilities to assist businesses in evolving their operational strategies and scaling their digital workforce.

Enhancing Digital Workforce through Agentforce Solutions

This transformational suite of solutions is designed to speed up agentic transformation, allowing organizations to efficiently enhance customer experiences and generate tangible business results. With AI at its heart, the Infosys Customer Experience Suite is engineered to streamline various customer interactions. Its automation capabilities extend to handling service inquiries, sales tasks, and employee support, delivering personalized and context-aware experiences. Through seamless integration with existing ecosystems, these solutions optimize workflows and improve operational efficiency.

Real-Time Processing for Dynamic Business Interactions

The solutions harness real-time processing capabilities, enabling immediate decision-making and adaptive interactions with customers. They are developed in alignment with ethical standards and regulatory guidelines, ensuring businesses can leverage AI to maintain compliance while enhancing operations. The overall aim is to provide enterprises with scalable, AI-driven tools that yield measurable improvements across sales, service, and marketing channels.

Success Stories of Digital Transformation

In practical applications, Infosys has leveraged its Agentforce Sales Development Representative (SDR) tool to transform the sales processes for numerous organizations. For example, a well-known research institute saw enhanced operational efficiency through reduced response times when utilizing Agentforce. Similarly, a prominent media organization improved its customer interaction processes by harnessing Salesforce's AI solutions, significantly decreasing transactional inquiries, spam, and overall case handling durations, which led to higher customer satisfaction ratings.

Leadership Insights on the Future of AI

According to Dinesh Rao, EVP & Chief Delivery Officer of Infosys, "Agentic AI is fundamentally reshaping enterprise operations. With our strategic partnership with Salesforce and our suite of Agentforce capabilities, we are empowering organizations to thrive in this transformative era. By integrating advanced technology such as Infosys Topaz, we are helping businesses achieve sustainable growth and improved productivity in an AI-centric landscape."

Collaboration with Fluido to Drive Innovation

The collaboration with Fluido, an Infosys company, plays a significant role in facilitating Salesforce-driven transformations. Fluido has assisted multiple clients, such as VTT, a leading European research and technology organization, in redefining their customer experiences. The approach utilized includes process simplification and data harmonization, all centered around AI. This strategy positions clients to reap business benefits by focusing on core functions rather than mundane tasks.

Client Testimonials Highlighting Success

Marko Koistila, EVP of Commercial Operations at VTT, expressed how the implementation of the Agentforce automated lead process has allowed their team to prioritize customer relationships over routine tasks. The collaboration with Infosys and Fluido has led to the successful deployment of Agentforce agents, paving the way for further advancements in their organizational support.

About Infosys: A Leader in Digital Transformation

Infosys stands as a global frontrunner in next-generation digital services and consulting. The company's dedication to amplifying human potential and creating opportunities spans across numerous countries. With a workforce of over 320,000 individuals, Infosys aids clients in effectively navigating their digital transformation journeys. Backed by more than four decades of experience, Infosys combines cloud and AI-driven methodologies to provide comprehensive digital solutions tailored for success.

Frequently Asked Questions

What is the Infosys Customer Experience Suite?

The Infosys Customer Experience Suite is a collection of solutions that enhance customer engagement through AI integration with Salesforce, aiming to transform business operations.

How does the suite utilize AI?

The suite leverages AI to automate customer interactions, streamline workflows, and provide personalized experiences, leading to improved efficiency and satisfaction.

What are the key benefits for businesses?

Businesses can expect reduced operational costs, enhanced productivity, and improved customer satisfaction through tailored AI-driven solutions.

Who are the major partners involved?

The primary partners in this initiative are Infosys and Salesforce, with support from Fluido to implement transformative solutions for clients.

How does Infosys support digital transformation?

Infosys empowers clients by providing strategic guidance, innovative technology solutions, and skill development resources to navigate their digital transformation effectively.

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