Corporate News

Historically, one of the most challenging aspects of web software integration has been the ability to exchange information effectively between the corresponding applications. Achieving this has typically involved a “tight coupling” of the software. The result of this approach is considerable implementation time and cost. Perhaps more importantly however, it creates a solution that is proprietary.

IntelliResponse is a solution that collects invaluable information about the interests and behavior of anonymous web site visitors and customers. This information, either at the visitor level or aggregated to an organizational level, can be integrated and leveraged into a companies other customer centric systems. This is easily enabled via the IntelliResponse open web services platform via XML messages that follow the Simple Object Access Protocol (SOAP) standard.

Through this industry standard approach, 3rd party applications can now request such services as:

• Get an answer to a question received from any source
• Get the session history of all questions asked by a web visitor
• Get the top 10 questions asked based on a keyword and/or category
• Get a list of interests derived from the questions a visitor asked

This information is invaluable to 3rd party applications such as the following:

• Call centre and IT Help Desk applications that receive, manage and respond to high volume queries by email and/or phone calls
• Inside a web portal so that the self-service application can be used by authenticated customers
• CRM systems that want to know what customers asked about and what the derived interests are to enhance marketing campaigns
• Web content management systems (CMS) that can provide personalized information and relevant offers based on the intent of the questions being asked in the self-service application
• Marketing and business analytics systems that derive marketing insights and intelligence from transactional data. The aggregate information from millions of questions provides valuable insights into new products, services, business process improvements, and so on
• Customer data warehouses who need “behavioral information” about customers to enhance marketing campaign effectiveness
• Click-to-chat systems where a visitor asks a number of questions and escalates to a live Chat operator – the session history can be provided to the operator to enhance the transition
• Email Response Management Systems (ERMS) that receive high volumes of email queries that can be “auto-answered” by calling the IntelliResponse system

About IntelliResponse
IntelliResponse is an award-winning technology helping organizations manage and answer high volume questions from its online visitors. Unlike traditional web “self-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 125 implementations, IntelliResponse has answered over 20 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, Ohio State, University of British Columbia and Johns Hopkins.

For more information, please contact:
Paul Smith - IntelliResponse
psmith@IntelliResponse.com,
T: (416) 214-9337 x35