Cambridge-based software company, Transversal will be exhibiting and speaking at the Call Centre Expo 2003 conference and exhibition, which takes place at the Birmingham NEC, Birmingham, UK between 16 and 17 September 2003. Transversal provides web-based customer support that enables clients such as Sony, Direct Line, Fujifilm, and MFI to automatically resolve the majority of customer queries online.
Transversal will be demonstrating how organisations can use its Metafaq product to answer questions posed to their websites in a way that significantly reduces the volume of calls and e-mails received by their call centres. Using Metafaq, customers such as Fujifilm have already reduced email volumes by 60 per cent and within one month of integration over 85 per cent of Sony PlayStation’s online queries were being answered automatically.
Metafaq returns appropriate responses from a knowledgebase of previously asked questions. Only questions that cannot be answered are forwarded to support staff. Their responses are then simultaneously e-mailed back and added to the knowledgebase to be used to answer future queries. The more questions that are asked and answered, the better the system becomes at handling queries. The system ensures a dynamic and up-to-date knowledgebase of the information customers need most.
Metafaq reduces the number of calls made to customer helpdesks as queries are dealt with online. It also vastly reduces incoming e-mails and improves speed of response. Metafaq can be deployed by call centres to help reduce call handling times, as agents will have access to the knowledgebase allowing them to deal with enquiries in a much more efficient and consistent manner. Because Metafaq captures information about exactly what questions customers are asking, the business is given a real-time insight into customer issues which can be invaluable when considering new service and product delivery that better meet the needs of customers.
There will also be an opportunity for visitors to hear from Transversal as part of the conference programme. Dr Davin Yap, founder of Transversal, and Andy Barker, director of consumer services at Sony Computer Entertainment Europe, will be presenting a session entitled “Customer self-service: getting it right and reaping the benefits”. The session aims to show how Sony reduced costs and improved customer service by adopting Transversal’s Metafaq solution, and demonstrate the best way of getting the right self-service solution for your own call or contact centre.
Transversal will be exhibiting at stand F48 at Call Centre Expo 2003.
Transversal was founded in 1998 by two PhDs from Caltech and Cambridge University. Transversal provides cost efficient, web-based customer support and information management solutions through its Metafaq™ products. Transversal aims to transform the Web from a passive information-sharing channel into an active knowledge-creation environment. To support this goal it has combined the sophisticated concept matching of its Memory Engine™ technology with a modular infrastructure for web-based communications and content management. Transversal is based in Cambridge. Current customers also include Sony, Direct Line, MFI, Fujifilm, TDK Systems, Hotcourses Systems, DfES, Proctor & Gamble and the British Army.
For more information go to www.transversal.com
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