Infosys (INFY): Major Partnership With Genesys Signed And New Helpdesk Automation Solutions

By Dan Anderson ● Aug 30, 2020
  • Infosys (NYSE: INFY) — a global leader in next-generation digital services and consulting — has announced a new partnership with Genesys and the launch of AI-driven ‘Cognitive Email Workbench’ solution

Infosys (NYSE: INFY) — a global leader in next-generation digital services and consulting — has announced the launch of AI-driven ‘Cognitive Email Workbench’ solution that gives enterprises the ability to augment query management and scale their helpdesk operations thus enhancing productivity and customer satisfaction. And Infosys also announced it has partnered with Genesys to accelerate its strategic transformation journey.

‘Cognitive Email Workbench’ Solution

To develop this solution, Infosys utilized its partnership with Blue Prism — which is a leading Robotic Process Automation (RPA) provider and a strategic partner. Infosys and Blue Prism first partnered in 2017 to help enterprises drive intelligent automation capabilities across multiple industries.

Infosys Cognitive Email Workbench is an AI-based assisted automation solution that enables clients to eliminate manual resolution and build near-touchless contact centers. And it combines the intelligence of AI and Natural Language Processing (NLP) with Blue Prism’s intelligent automation platform and Optical Character Recognition (OCR) capabilities.

Plus it also adds skills critical for enabling assisted and unassisted email responses, thus giving customer helpdesks the flexibility to focus on requests actually requiring manual intervention.

The solution — which integrates seamlessly with enterprises’ existing IT — is able to 1.) Sense and proactively addresses customer and partner queries received over email through highly personalized responses 2.) Understand customer intent by extracting attributes from emails and triggers necessary actions and 3.) Suggest personalized offers through customer analytics, helps with auto-responses, and amplify helpdesk effectiveness and improve customer satisfaction

Partnership With Genesys

Infosys recently announced the launch of a partnership with Genesys, which is a global leader in cloud customer experience and contact center solutions. This alliance will position both organizations to enhance and expand their customer experience and contact center offerings. And together, the companies will deliver market-disrupting innovation and mission-critical support to enable organizations around the world to provide differentiated customer service experiences.

As a part of the partnership, Infosys is going to bring to market Genesys’ contact center solutions. And clients of both organizations stand to benefit from the enhanced capability that will come from a combined investment in innovation, a broader ecosystem of strategic partners, and a shared commitment to delivering better customer experiences. Plus Infosys will utilize and support R&D, operations, and customer service for Genesys PureConnect. Genesys is going to retain and manage sales, marketing, and a host of additional functions for this solution.

This announcement comes at a time of significant demand as companies quickly adapt to changes within their workforce and the rise of customer service inquiries following the onset of the COVID-19 pandemic. And the partnership includes a commitment from both Infosys and Genesys to jointly develop advanced solutions that increase contact center functionality by utilizing AI and hybrid technologies, thus resulting in improved customer and employee experiences.

Key Quotes About The Cognitive Email Workbench Solution:

“Working with our clients, we are noticing two dominant trends – the need for them to be resilient to effectively address real world problems; and accelerated intelligent automation adoption to leverage actionable insights. Together with Blue Prism, we are launching a solution that addresses both these imperatives while enabling enterprises to proactively and efficiently address their customer and partner queries. This is a validation of our partnership with Blue Prism and together, we will continue to launch industry relevant intelligent automation solutions.”

— Balakrishna D R, SVP, Service Offering Head – ECS, AI and Automation at Infosys

“Our partnership with Infosys is an illustration of how we are enabling our global clients to scale and drive an enterprise wide AI vision. Together, a Blue Prism Digital Workforce and the ‘Infosys Cognitive Email Workbench’ will transform helpdesk operations, bring in new efficiencies and play an impactful role in driving digital transformation.”

— Linda Dotts, Chief Partner Strategy Officer for Blue Prism

Key Quotes About The Genesys Partnership:

“This partnership will unlock significant value for both our companies. It will bring the industry-leading cloud communications solutions from Genesys to our clients and partners and enhance our ability to accelerate their migration to cloud communication solutions.”

“Now, more than ever, customers expect flexible and reliable support in the channel that best suits their preference. Together, we will be able to deliver that support and serve the evolving needs of our combined customer bases.”

— Infosys CEO Salil Parekh

“Our strategic partnership with Infosys will be instrumental in enabling organizations of all sizes around the world to realize the Genesys vision of Experience as a Service. As a market leader with a reputation for operational excellence, Infosys brings key capabilities to help us drive continuous innovation for joint customers. Our companies share a commitment to ongoing investment in the latest contact center technologies and delivering the highest levels of support so that customers can always provide differentiated and personalized experiences – a paramount component for business success today.”

— Genesys CEO Tony Bates