Accenture is a global management consulting, technology services and outsourcing company, with net revenues of US$16.65 billion. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments.

A large Accenture client who outsources their customer service and operations wanted to transition their customer service model from a traditional “people intensive” call center approach to online customer self-service.

Accenture realized that this major business shift could only be accomplished by providing customers with a compelling visitor experience that would incent them to return to this online channel. Traditional web search tools fail miserably because customers get frustrated having to do the work and determine the answer themselves; so they analyzed the market looking for a self-service solution that actually put the customer’s needs first.

IntelliResponse was selected because of its innovative approach to provide “one right answer”, and its extensive experience in deploying customer facing self-service solutions to some of the most demanding organizations in the World.

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