CUSTOMER SELF-SERVICE
Provide self-service options
One way to be more efficient is to cut out the middleman—the Contact Center. After all, customers can often solve their own problems and would prefer to do so. Technologies such as speech recognition and interactive voice response (IVR) make self-service easy. They can also streamline information collection and the routing of calls when an agent is required.
Altivon has been elevating the self-service experience for our customers’ customers since 1989. Partnering with best-of-breed technology providers such as Nuance, Microsoft®, Loquendo and Interactive Intelligence®, Altivon will help you design, implement and support a self-service solution that will deliver an elevated experience for your customers.
Intelligent knowledge and response management with e-FAQ from Interactive Intelligence
Whether self-service customer inquiries or inter-office data access for employees, e-FAQ® drives information across your organization for rapid, on-demand delivery via e-mail and the Web.
For knowledge management and email/web auto response processes, use e-FAQ with the Interactive Intelligence Customer Interaction Center® (CIC) platform or as a standalone solution.
An innovative approach to eServices
- Process more than 1 million queries per day, from customers as well as employees
- Host multiple FAQs and thousands of entries using one or multiple e-FAQ servers
- Combine e-FAQ with CRM applications and portals to speed data searches and responses
- Manage specific FAQs at individual user and group levels
- Support multiple languages, including Spanish and Japanese
- Track query and response activities using web-based reports for Workflow, Usage History, Query Search and other results
Intelligent response authoring and analysis
In one process, e-FAQ uses linguistic analysis to clarify incoming questions, search for matches, and instantly reply when an appropriate match is found. e-FAQ’s inherent web-based Knowledge Manager application also centralizes authoring, testing and administration, while a built-in editor interface and intuitive templates simplify response implementation for users at any knowledge level.
Key benefits
From self-service automation for customers to company information for employees, e-FAQ’s advanced knowledge management tools allow any organization to:
- Make query searches faster and more accurate with e-FAQ’s auto-detect mode
- Enhance customer service with quick responses to inquiries via e-mail and the Web
- Improve data flows, and productivity, organization-wide
- Quickly analyze query trends to better respond to customer needs
- Lower the cost of knowledge management with a single application and eliminate the need to train knowledge authors in complex tagging or other development languages