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Telekom Malaysia Implements AssistEdge to Increase Efficiency and Productivity

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By Vivek K. Mobile: 09920183006 Email:indianshowbusiness@gmail.com

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. Read more