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Work Flow Optimization
Infosys' Work Flow Optimization (WFO) solution is a next generation Customer Information System (CIS) framework to enhance customer satisfaction while improving operational efficiency.
| Challenge | Solution | Benefits |
| The user interface of CIS is complex | Optimize user interface based on call center and back-office requirements using usability/UXD * principles | Reduction in average handling time up to one minute per call |
| High average handle time (AHT) and low first call resolve | Function-specific view of information as opposed to database or transaction view of information | Reduction in the backlog of tickets/exceptions leading to improved customer satisfaction |
| Accounting and back-office agents spend more time clearing the tickets backlog and resolving recurring process exceptions than business process improvement and defining/refining products and services | Ticket-specific view with exception information, analysis information and likely resolution transaction rolled into one | Reduction in agent training time by 10%-25% and training costs |
| The complexity of applications affects agents’ productivity | Elimination of unnecessary steps, drill-down for less frequently used information
Automation of routine exceptions through an exception review processor in the back-end |
Reduction in repeat calls/repeat exceptions
Increased customer satisfaction and employee morale Increased bandwidth for strategic initiatives |
* UXD = User Experience Design, a part of Infosys' InFluxT solution, a framework to improve user productivity through better User Interface.
The Infosys Advantage
Infosys' work flow optimization system is the only solution that enhances the customer experience and operational efficiency at the same time.
The solution helps modernize your existing CIS, addresses your specific business and technology needs and integrates with other customer service solutions such as channel integration, telephony (CTI, IVR) integration and web-based self-help options
Infosys' Work Flow Optimization solution costs an average of US$ 2 - US$ 4 per customer (for utilities with more than one million customers) compared to an investment of US$ 40 - US$ 50 per customer for typical CIS installations. The solution uses your existing back-end systems and Infosys' Global Delivery Model for development.
Infosys' Work Flow Optimization (WFO) is a Comprehensive Customer Service Solution framework for the customer service organizations of utilities.
Infosys' Work Flow Optimization solution reduces the working capital requirements of contact centers significantly, as illustrated below.
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