Infosys' EdgeVerve deployed at UK's BT

The platform has reduced call handling times by 20%, halved training time from six to three months for new agents

Infosys on Tuesday said a platform of its product subsidiary EdgeVerve is being used by over 5,000 agents at UK's BT Group for its seamless desktop project.

Infosys claims that customers save as much as 30 per cent in contact centre operating costs using the AssistEdge platform that has been deployed at BT.

"Over 5,000 people in over 50 centers are now able to provide our customers and engineers with a much improved service. This has saved us money, automated tedious tasks and enabled us to improve management planning," said Alan Hall, Director of Openreach, in a statement.

The platform has reduced call handling times by 20 percent, halved training time from six to three months for new agents, and reduced login time from up to 20 minutes to less than 60 seconds, apart from providing analytical insights that help improve network planning, Infosys said in a statement.