Telekom Malaysia Implements Infosys AssistEdge to Enhance Efficiency and Productivity

Telekom Malaysia

EdgeVerve Systems, a wholly-owned subsidiary of Infosys (NYSE: INFY), has announced the successful deployment of AssistEdge at Telekom Malaysia (TM), under the OVAL (One View Application Layout) program. The main purpose of the AssistEdge is to enhance the efficiency and productivity of applications.

The AssistEdge platform developed by EdgeVerve Systems plays a pivotal role in the automation of processes including driving efficiency and productivity across customer service centers of Telekom Malaysia. Moreover, the system reduces the average call handling time, which substantially enhances customer experience.

Commenting on the development, Nitesh Banga, Board Member, EdgeVerve disclosed that the 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. the company is excited to work with Telekom Malaysia to not only enhance their customer experience but also unify it across traditional and digital channels. Moreover, the software helped in their quest to reduce operational costs significantly.

Responding to media, Ahmad Nasri Mohamed, VP, Customer Experience Transformation, Telekom Malaysia added that the company is gearing up to become the convergence champion. Moreover, the OVAL program, powered by AssistEdge is helping us create an enriching customer experience. Mohamed also added that their agents are able to make every conversation convert into a connection, which enhances the productivity and operational efficiencies.

The AssistEdge solution provides a single window dashboard to establish connectivity with all contact centre applications. Hence, agents will easy to navigate the systems. Moreover, the software will enable Telekom Malaysia to automate all the relevant data required by agents.

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The result is that it enables quick resolution of complaints and also enhances customer experience. The company also revealed that the overall time required to update all systems has been reduced and this will indirectly boost productivity and operational efficiency.

Anand Narayanaswamy is the editor-in-chief of Netans. He was recognized as a Microsoft Most Valuable Professional (MVP) for 9 years (2002 to 2011) and again as a Microsoft MVP in Surface under Windows and Devices in January 2024. He worked as a Chief Technical Editor with ASPAlliance and was part of ASPInsider program. Anand has published several articles and reviews related to various software and hardware products for various software and technology related websites. He is also active on social media and also participates as an Influencer for various brands. Anand can be reached at admin@netans.com