Corporate News

Penn State University is one of the largest and most highly regarded universities in the United States, with 81,000 enrolled students and 16,000 staff and faculty.

Faced with an ever increasing demand to provide campus wide information to students and other stakeholders on a 24x7 basis, and a limited number of staff to handle the volume of requests, Penn State issued a Request for Proposal (RFP) to all major suppliers of website self-service solutions. The RFP called for a web self-service solution that could be deployed campus wide to be used by a variety of departments and stakeholders.

After an exhaustive evaluation by a University wide committee, IntelliResponse was selected.

“IntelliResponse was the hands down winner because it provides a high value and intelligent visitor experience that emulates a dialogue with a real service agent”, stated Steve Selfe, Penn State’s Manager of Application Development. “Our students and staff are very busy – they want accurate, concise answers to their questions and don’t want to search for answers”.

In addition to the “One Right Answer” approach provided by IntelliResponse that delivers a superior, managed stakeholder experience compared to search based approaches that deliver numerous “possible answers”, Penn State noted the following key reasons for their selection of IntelliResponse – (i) Benefits that far outweigh the cost, (ii) Ability to be easily integrated into a broader CRM strategy and system, and (iii) Experience implementing over 100 student facing systems.

The first implementations will be in continuing education, employee benefits and HR, and enrollment management.

About IntelliResponse
IntelliResponse is an award-winning technology helping organizations manage and answer high volume questions from its online visitors. Unlike traditional website search tools that force visitors to hunt and peck through a dizzying number of possible answers that are often confusing and ambiguous, IntelliResponse delivers One Right Answer to each question. The visitor experience is greatly enhanced, messaging is targeted and consistent, and every interaction is captured by a 24x7 research agent then transformed by a rich reporting suite into actionable business intelligence.

With over 140 implementations, IntelliResponse has answered nearly 30 million inquiries with One Right Answer, reduced call and email volumes by up to 90%, and optimized the productivity of call center support staff.

The largest corporations and higher education institutions in the World trust their web self-service to IntelliResponse, and include TD Canada Trust, ING Direct, American Express, Scotiabank, The Ohio State University, Penn State University and Johns Hopkins.