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Telekom Malaysia (tm.com.my) 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.
Nitesh Banga, Member of the Board, EdgeVerve, said,“AssistEdge has been one of the most successful automation products in the market and a large number of global enterprises are using it to successfully tread from deterministic to cognitive automation. As we continue to work with Telekom Malaysia to enhance their customer experience and unify it across traditional and digital channels, we are delighted that AssistEdge has also helped them reduce operational costs significantly.”
Ahmad Nasri Mohamed, VP, Customer Experience Transformation, Telekom Malaysia, said,“TM aims at becoming the convergence champion and the OVAL program, powered by AssistEdge is helping us create an enriching customer experience. With this solution, we are confident that our agents are able to make every conversation convert in to a connection, fostering us to drive client delight and effortlessly augment our productivity and operational efficiencies.”
About EdgeVerve Systems Ltd
EdgeVerve Systems (edgeverve.com), a wholly owned subsidiary of Infosys (infosys.com), develops innovative software products and offers them on premise or as cloud-hosted business platforms. Our products help businesses develop deeper connections with stakeholders, power continuous innovation and accelerate growth in the digital world. We power our clients' growth in rapidly evolving areas like banking, digital marketing, interactive commerce, distributive trade, credit servicing, customer service and enterprise buying.
Today EdgeVerve products are used by global corporations across financial services, insurance, retail and CPG, life sciences, manufacturing, and telecom. Finacle, our industry leading digital banking solution suite is the choice of financial institutions across 100 countries to service more than a billion consumers and 1.3 billion accounts.
Safe Harbor
Certain statements in this press release concerning our future growth prospects are forward-looking statements regarding our future business expectations intended to qualify for the 'safe harbor' under the Private Securities Litigation Reform Act of 1995, 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, 2017. These filings are available at 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. In addition, please note that any forward-looking statements contained herein are based on assumptions that we believe to be reasonable as of the date of this press release. 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 unless it is required by law.
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