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Bengaluru, India, Jan. 20, 2021 -- Infosys (NYSE: INFY), a global provider in digital services and consulting, announced the launch of Infosys Cortex, its customer engagement platform. The platform leverages technology from Genesys, a global provider in cloud customer experience and contact center solutions, along with Contact Center AI 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.
Infosys Cortex will tightly integrate with Genesys Engage™, an omnichannel engagement solution built on a multicloud architecture. Together, the solutions will allow organizations to deliver 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.
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"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."
Posted by Veronica Silva Cusi, news correspondent
Infosys BPO is an end-to-end outsourcing services provider. We address your business challenges through our integrated IT and business process outsourcing solutions. We unlock business value by applying proven process methodologies and business excellence frameworks to significantly reduce costs, enhance effectiveness and optimize business processes. Infosys BPO is a global company with 12 delivery centers across the Asia Pacific, Latin America, Europe and India. Our business solutions and leadership have been recognized by several global forums. We are an equal-opportunity employer and continue to be regarded for our global people excellence practices.
Published: Friday, January 22, 2021
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