Customer Service & Response Management
The current situation in many customer service environments is mainly defined by manual procedures and access to information, a flaw in collecting and managing problem-solving knowledge and low levels of accurate and quick responses to customers.
As the amount of information is growing exponentially, efforts to improve the aforementioned issues are mostly isolated cases in different contact channels, like Call Centers (telephone), Voice Self-service (IVR), E-mail etc. But these improvements do not take the process as a whole and the interaction of the process into account. Thus, the administration effort is high and the actual benefit low.
IMC's Customer Service & Response Management Solution gives both end customers and service representatives access to multi-functional agent portals bound to intelligent automated search & response and self-service support. The solution optimizes the overall response procedure for messages and inquiries placed via any communication channels.
The solution is comprised of 2 products, that can be used either independently or jointly as well as integrate with several third party systems.
Attensity Respond automatically routes and responds to incoming email and other types of communications, based on the content of those communications. Customers get rapid and accurate response, while agents are freed up to focus on more complex tasks that truly demand human processing.
Attensity Service (former eSLS: Service Lifecycle Suite) is a knowledge-based query processing solution which allows customer services to find the correct answer as quickly as possible and forward it consistently to each contact channel, while new information is automatically added to existing knowledge. Attensity Service guides all service personnel in responding to queries and solving problems by combining intelligent search, dynamic decision trees and a knowledge repository.
There are far-reaching benefits involved for both customers and companies:
Value for Customers:
Value for Agents:
Value for Enterprises:
Is this relevant for me?
Customer Service and Response Management Solution is ideal for any enterprise or organization that offers customer services, either by using call centers or self-help web portals.