Infosys Launches Cortex Customer Engagement Solution

Infosys has launched Infosys Cortex, its customer engagement platform that leverages the Genesys Engage omnichannel cloud contact center system, Google Contact Center AI, and its managed artificial intelligence and analytics services.

Infosys Cortex provides intelligence to aid customer communication, decision-making, agent hiring and learning, agent performance, intent prediction, self-service, cognitive automation, and analysis of contextual data across systems using Infosys Data and Analytics Platform powered by Google Cloud. It combines Google Cloud with Google AI-powered voicebots, chatbots, interaction analytics, and Genesys Engage technologies.

"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 of Infosys, in a statement.

"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 of global ecosystem at Google Cloud, in a statement. "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."

"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 Ray Wang, founder and chairman of Constellation Research, in a statement. "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."