Country for PR: United Kingdom
Contributor: PR Newswire Europe
Wednesday, January 20 2021 - 23:05
Launching Infosys Cortex: AI-First, Cloud-First Customer Engagement Platform, Part of Infosys Cobalt, to Humanize Customer Experience, Empower Agents and Drive Intelligent Operations for Enterprises
BENGALURU, India, Jan. 20, 2021 /PRNewswire-AsiaNet/ --

    Infosys [] (NYSE: INFY), a global leader in 
next-generation digital services and consulting, today announced the launch of 
Infosys Cortex, its customer engagement platform.  The platform leverages 
technology from Genesys, a global leader in cloud customer experience and 
contact center solutions, along with Contact Center AI 
[] services from Google Cloud 
and its managed artificial intelligence (AI) and analytics services.
    Infosys Cortex helps businesses reimagine customer care operations by 
providing intelligence to aid purposeful customer communication, smarter and 
faster decision-making, and deliver value at scale. Using the power of cloud 
and a modular microservices based architecture, it helps enterprises achieve up 
to 40 percent faster and more effective agent hiring and learning. It also 
brings up to 30 percent improvement in agent performance with training before 
operationalizing the contact center. Furthermore, Infosys Cortex drives up to 
30 percent improvement in satisfaction for customers through intent prediction 
and self-service, along with up to 40 percent improvement in operations through 
cognitive automation and analysis of contextual data across systems using 
Infosys Data and Analytics Platform powered by Google Cloud. Infosys' ability 
to provide deeper integration in the enterprise by developing and reusing 
connectors for existing enterprise information systems makes implementation 
smooth and seamless.
     Infosys Cortex will tightly integrate with Genesys Engageā„¢, a robust 
omnichannel engagement solution built on a multicloud architecture. Together, 
the solutions will allow organizations to deliver fast, convenient, and 
personalized interactions at every touchpoint. In addition, the open 
architecture of Genesys Engage and a rich ecosystem of tools and capabilities 
will enable businesses to customize the solution so they can better address the 
unique challenges and objectives of their industry and customers.

    As enterprises prepare for the next normal, Infosys Cortex will help them 
harness AI services from Google Cloud. Together with Google AI-powered 
voicebots, chatbots, interaction analytics, and an industry-leading IVR from 
Genesys, businesses can shift from being remote-ready to driving digital 
customer service from anywhere. They can also grow the effectiveness of their 
customer care with increased first-call resolution, reduced average handle 
time, decreased call volume, and improved service-to-sales conversion.

     "Our experience of managing the IT landscapes of large complex 
enterprises, expertise across industry domains, and strengths in enabling 
workforce learning uniquely equips us to help businesses deliver customer 
delight. With Infosys Cortex, we can now share with them the digital 
capabilities to future-proof their customer relationships," said Ravi Kumar, 
President at Infosys.
"The next wave of CX solutions are built to improve decision velocity. Machines 
can make 100 decisions per second, humans can make one per second but often get 
bogged down in management committee for weeks," said R "Ray" Wang, Founder and 
Chairman, Constellation Research, Inc. "When AI is applied to CX, agents have 
the context they need to make faster and more precise decisions. As agents are 
augmented by AI, they can deliver more personalized experiences."

    "We're proud that Infosys has selected Google Cloud's Contact Center AI to 
power its Cortex customer engagement platform," said Kevin Ichhpurani, 
Corporate Vice President, Global Ecosystem at Google Cloud. "More than ever, 
it's important that businesses deliver positive experiences for consumers, and 
help them resolve questions or issues quickly and effectively even while teams 
and agents are working remotely. By leveraging Google Cloud's managed AI and 
analytics services, Infosys Cortex delivers these capabilities to enterprises, 
enabling them to spin up new AI-powered customer engagement services quickly 
and ultimately helping businesses better serve their customers."

    For more information please visit:

    About Infosys
    Infosys is a global leader in next-generation digital services and 
consulting. We enable clients in 46 countries to navigate their digital 
transformation. With nearly four decades of experience in managing the systems 
and workings of global enterprises, we expertly steer our clients through their 
digital journey. We do it by enabling the enterprise with an AI-powered core 
that helps prioritize the execution of change. We also empower the business 
with agile digital at scale to deliver unprecedented levels of performance and 
customer delight. Our always-on learning agenda drives their continuous 
improvement through building and transferring digital skills, expertise, and 
ideas from our innovation ecosystem.
    Visit to see how Infosys (NYSE: INFY) can help your 
enterprise navigate your next.
    Safe Harbor
    Certain statements in this release concerning our future growth prospects, 
financial expectations and plans for navigating the COVID-19 impact on our 
employees, clients and stakeholders are forward-looking statements 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 COVID-19 and the 
effects of government and other measures seeking to contain its spread, risks 
related to an economic downturn or recession in India, the United States and 
other countries around the world, changes in political, business, and economic 
conditions, 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, 
unauthorized use of our intellectual property and general economic conditions 
affecting our industry and the outcome of pending litigation and government 
investigation. 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, 2020. These filings are available at 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 unless it is required by law.

    Source: Infosys