Infosys Launches AssistEdge, the First Integrated Cross-Channel Product for Contact Centers to Transform Customer Service Experience

BANGALORE, India, LONDON, NEW YORK, January 23, 2013 /PRNewswire/ –

Infosys today announced the launch of AssistEdge [http://www.infosys.com/assistedge ],
a unique product that transforms contact centers to deliver an integrated and seamless
cross-channel experience to its customers. The product’s distinctive context-passing
capability, patented self-care technology and intuitive dashboard helps enhance customer
experience and boost agent productivity, both of which are persistent challenges for the
call center industry.

(Logo:
http://photos.prnewswire.com/prnh/20130122/589162 )

According to various industry reports, customers say that having to repeat their
problems as their query is passed across multiple agents, is the most frustrating aspect
of dealing with contact centers. This is further magnified when switching across
traditional and new media channels. Using an innovative context-passing capability,
AssistEdge integrates the customer history from various channels and presents it to a call
center agent within a single window dashboard. This distinct capability enables faster
query resolution and helps companies significantly reduce average call handling time.

AssistEdge empowers customers to resolve issues by themselves through a powerful
self-care engine. Equipped with interactive text, visual and video troubleshooting
mechanisms, it also offers recommendations from relevant social forums and communities for
peer-to-peer assistance. This helps significantly reduce contact center call volumes.

AssistEdge incorporates an intelligent routing algorithm which analyzes and directs
queries requiring expert assistance, in real-time, to the right expert based on parameters
such as skill, geography, priority, and workload. This aids faster call resolution, along
with a better understanding of customer’s interaction history and social preferences,
creating opportunities for greater cross-sell and up-sell.

Early deployment at a Fortune 500 company has delivered

        - faster query resolution reducing average call handling time by up to 50
          per cent
        - reduced contact center call volumes by as much as 25 per cent
        - estimated annual savings of over 25 percent
        - payback in less than three months

AssistEdge is available both on-premise and on a hosted private cloud.

Sanjay Purohit, Senior Vice President and Global Head – Products, Platforms and
Solutions for Infosys, unveiled the product at the 8th Annual IQPC Call Center Summit 2013
in Orlando, Florida. Mr. Purohit said, “Customers not only expect quick service but also
want companies to know them intimately. Customer service experience management is also
gaining significant importance with the increasing influence of new media. With our unique
context passing capability and patented self-care technology we are enabling companies to
bring an integrated, cross-channel and personalized experience to their customers. The
launch of AssistEdge further accelerates our strategy to bring innovative products that
help our clients transform their businesses for tomorrow.”

In the case of Openreach, a BT Group Company, using AssistEdge has shown a quantum
jump in advisor productivity and seamless experience for customers across channels. Colin
Buchanan, Director – Service Management Business Operations and Transformation, Openreach
said, “We’re always looking for ways to improve service for our customers by simplifying
the systems that our people use. Advisers have to access multiple systems using different
navigation processes – all in the course of one job. Infosys AssistEdge helped us simplify
the work by delivering a single interface for our people and making it easier for our
advisors to navigate the systems. Our advisors are now able to complete calls quicker with
fewer transfers. The deployment of the new product has helped us improve the experience
for customers and users and was achieved in a very short period of time.”

Additional Resources:

        - AssistEdge website [http://www.infosys.com/assistedge ]
        - Customer Service Infographic
          [http://www.infosysblogs.com/serviceexperience/2013/01/Customer-Care-Change-up.html ]
        - Customer Service Blog
          [http://www.infosysblogs.com/serviceexperience/2013/01/Customer-Care-Change-up.html ]

For more information, please refer to – http://www.infosys.com/assistedge

About Infosys

Infosys partners with global enterprises to drive their innovation-led growth. That’s
why Forbes ranked Infosys 19th among the top 100 most innovative companies. As a leading
provider of next-generation consulting, technology and outsourcing solutions, Infosys
helps clients in more than 30 countries realize their goals. Visit
http://www.infosys.com and see how Infosys (NYSE: INFY), with its 150,000+ people, is
Building Tomorrow’s Enterprise(R) today.

Safe Harbor

Certain statements in this release concerning our future growth prospects are
forward-looking statements, 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, 2012 and on Form 6-K for the quarter ended December 31,
2011, June 30, 2012 and September 30, 2012. 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. 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.

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SOURCE Infosys