CASE STUDY BUSINESS TRANSFORMATION THROUGH IMPROVED AGENT EFFICIENCY AND SUPERIOR CUSTOMER SERVICE Abstract Infosys helped a leading US insurance and retirement services company deploy a new-age customer servicing platform that enabled complete customer experience management. Our business process management (BPM) based call center solution provided a holistic view of the customers across all products in a single servicing environment and enabled cross-channel integration along with multichannel delivery for all customer needs. The new platform not only enhanced customer experience significantly but also helped reduce the cycle time to launch new services by 25% and increase agent efficiency through a 20% reduction in average call handling times.Business Context Driven by the d

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