New ‘knowledge management and response system’ provides the answer
to the operative efficiency question
London, UK (August 13th, 2001) – Interactive Intelligence Inc. (NASDAQ: ININ) has created a simple yet comprehensive email and web enquiry response management system, which automatically responds to Frequently Asked Questions (or FAQs) called e-FAQ.
In response to the increasing number of enquiries via the Internet and the search for improvements in quality of service, e-FAQ has been designed to relieve customer enquiry bottle-necks and accelerate the process of online information requests by centralising key information.
Unlike case-based reasoning products that require customers to answer multiple pre-qualifying questions before getting an automated response, e-FAQ uses linguistic analysis and artificial intelligence techniques enabling customers to get the answers they need with a single inquiry. In addition, customers can easily escalate to live service through web chats and web callbacks or via quick, personalised e-mail messages.
“Gartner has shown that there has been a 50% yearly increase in customer email for the average enterprise. Whilst a recent Jupiter Communications survey showed that 59% of online buyers were unhappy with the customer service they received. Dissatisfied customers are just a click away from the competition,” explained Tony Armitage, Interactive Intelligence European Marketing Director. “The e-FAQ system’s rapid response enhances the quality of service, encouraging the user to return to the site for future enquiries, saving time and money.”
A company’s FAQ’s database can be updated and knowledge can be ‘added’ simply, without the need for expensive or time-consuming training. Equally, the solution also operates as an effective in-house reporting tool to monitor enquiry trends and developments.
"As an outsourced call center that also services many outsourcer clients, we really saw the value of a knowledge management solution that would enable agents to quickly make use of detailed and complex knowledge across a wide variety of subject areas. We were already using Interactive Intelligence's Customer Interaction Center to provide functions like skills-based routing and interactive voice response, so e-FAQ made sense as an add-on that would be easy to integrate and quick to learn,” explained Quentin Daffarn, managing director for Message Link (Pty) Limited in South Africa. “It's turned out to be exactly that. E-FAQ's enabled us to instantly transfer knowledge across the entire company. This has resulted in faster, more accurate and more consistent information delivery, which has greatly impressed our clients and, in turn, their customers."
As a versatile solution, e-FAQ is easy to install, with configuration taking days as opposed to weeks and it can be embedded into a variety of systems and applications supporting the Microsoft Com API. A demonstration of the e-FAQ solution is available at: http://www.inin.com/Products/e-FAQ/
About Interactive Intelligence Inc.
Interactive Intelligence Inc. (NASDAQ: ININ) is a global developer of interaction management software designed to automate communications for contact centers, enterprises, e-businesses and service providers. The company was founded in 1994 and, today, has a worldwide customer base of more than 750 companies. Based on an open, unified platform, the Interactive Intelligence product line was designed as a flexible and affordable alternative to traditional telecom solutions. The Interactive Intelligence product line is subject to multiple United States and international patents pending. Interactive Intelligence has won numerous awards, including Microsoft's 1998 Fastest Growing Independent Software Vendor's (ISV's) award, Red Herring's Top 100 Technology IPOs of 1999 and Software Magazine's 2000 Top 500 Software and Services companies. Interactive Intelligence's global headquarters are located in Indianapolis, IN, with European headquarters in Aix-en-Provence, France and Asia Pacific headquarters in Tokyo, Japan.
Interactive Intelligence can be reached at + 33 442 910 910 or http://www.ININ.com
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