• How do I determine what customer service channel(s) to launch?
• To what extent will new channels deflect volumes from my existing ones?
• How do I align technology choices with customer interaction complexity levels?

Date/Time:
Thurs, Sept 16th, 2010
1pm ET

   Ryan Hoppe
   Director of Product Marketing, ATG

   Mike Hennessy
   VP of Marketing, IntelliResponse

   Diane Clarkson
   Analyst, Forrester Research, Inc.

All attendees will also receive a complimentary copy of 7 Steps to Right-Channeling the Online Customer Experience.

• speak one-on-one with a live Account Manager
• view live product demonstrations
• learn how to integrate mobile customer service into your organization.

• speak one-on-one with a live Account Manager
• view live product demonstrations
• learn how to integrate mobile customer service into your organization.

(Toronto) May 19, 2010 — IntelliResponse Systems Inc., provider of the patented IntelliResponse Answer Suite that delivers “One Right Answer” across a variety of customer interaction channels, announced today that it has partnered with Lithium Technologies, the leading provider of Social CRM solutions to power the customer network, to integrate its Answer Suite technology with Lithium’s Social CRM and Customer Community platform.

The partnership will allow consumers in search of knowledge from a customer community to search for and acquire both community-driven results powered by Lithium Technologies, as well as the official “One Right Answer”, delivered by the IntelliResponse Answer Suite.  In addition, popular content promoted by the community can be promoted into the IntelliResponse answerbase and made available to all customer channels and call centre agents to drive self service and improve first call response times.

IntelliResponse’s patented question and answer technology delivers “One Right Answer” 24 hours a day, 7 days a week, across a wide array of assisted and self-service customer interaction channels that include corporate and institutional web sites, mobile devices, customer service desktops, and social media platforms.

“We are excited by the potential of this partnership,” said David Lloyd, President of IntelliResponse. “With Lithium’s Social CRM solution, clients are able to create their own online branded customer communities, leverage conversations about their brand across social networks, and integrate this social information into traditional CRM systems and business processes.  The addition of our unique Answer Suite technology will allow these same organizations to provide an “official” answer to common customer questions, and further extend the value of the customer community as an information access point.”

The combined IntelliResponse – Lithium solution delivers tangible benefits to customers, marketers, community managers, and customer support executives, including:

·         Reduction in support costs by deflecting up to 40% of contact center calls and emails.

·         Optimization of Service Agent time by allowing for greater focus on high value customer interactions.

·         Increases in customer loyalty, trust, and engagement by delivering a 360° view of community and company content.

·         Proactive brand management via effective community management and rapid publishing of official answers.

“We are thrilled to bring the power of the IntelliResponse platform to the market to empower organizations to quickly and effectively address their customers' questions with ’One Right Answer,’” said Henry Bruckstein, Director of Alliances at Lithium Technologies.  “Combined with the Lithium platform, a single search can identify knowledge within the community and company’s knowledge base to dramatically improve customer satisfaction and reduce support costs.”

Lithium is now an official member of the IntelliResponse partner network.

About IntelliResponse Systems Inc.
IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions.  The company’s Answer Suite technology is an industry leading On Demand software platform that allows consumers on web sites and agents at contact centers to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked.  With more than 200 live customer-facing implementations answering 60 million+ questions with One Right Answer, IntelliResponse is the gold standard in first line customer experience management.

Some of the world’s most recognized corporate brands and higher education institutions trust their customer experience management needs to IntelliResponse - including ING Direct, TD Canada Trust, Charter Communications, Computer Associates, Penn State University, The Ohio State University and Harvard University Extension School.  For more information, visit www.intelliresponse.com.

About Lithium Technologies
Lithium is the leading provider of Social CRM solutions for the enterprise. Working with market leaders such as Best Buy, Sony, AT&T, Research In Motion Limited (RIM), Univision and PayPal, Lithium is delivering the next generation of customer relationship management by unlocking the value of the social customer network.  Lithium solutions combine the power of online customer communities with the broader social web and traditional CRM business processes to inspire customers to innovate, promote, and support on the company’s behalf.  As a result, businesses measurably improve their marketing and sales, accelerate innovation, and increase customer satisfaction. Lithium's platform is proven in high-volume, growth environments and provides the security, analytics, APIs, and multi-language support that enterprises demand.  Founded in 2001, Lithium is privately held with headquarters in Emeryville, California.  For more information, visit www.lithium.com. or, engage with us on Twitter, Facebook, and our community – the Lithosphere. 

Contacts:

IntelliResponse Contact:

Mike Hennessy

VP Marketing

416-214-9337 Ext. 224

info@intelliresponse.com

Lithium Contact:

Elizabeth Crosta

Ogilvy PR

(212) 880-5301

 elizabeth.crosta@ogilvypr.com,

(Toronto) May 14, 2010 — IntelliResponse Systems Inc., provider of the patented IntelliResponse Answer Suite that delivers “One Right Answer” across a variety of customer and student interaction channels, announced today that it has extended the reach of its multi-channel Answer Suite technology to include the Blackboard Learn™ platform.

This new IntelliResponse application now allows current and future customers in Higher Education to provide users with instant access to the IntelliResponse answer technology through a single‐sign-on within the Blackboard Learn platform. With this one‐click access, clients of both IntelliResponse and Blackboard Learn can easily provide “One Right Answer” to self-service questions.

IntelliResponse client Troy University will be the first school to adopt this new capability for its students and staff.  Troy’s award-winning eCampus division provides its web-based courses via the Blackboard Learn platform.

“Given our long-standing history of helping Higher Education Institutions deliver answers to student questions, reduce strain on student administration centers and gain valuable voice of the student data, this integration is a natural extension of the value IntelliResponse provides to higher education institutions across North America,” said David Lloyd, President, IntelliResponse.

Founded in 1997 and headquartered in Washington, D.C., Blackboard Inc. is a global leader in enterprise technology and innovative solutions that improve the experience of millions of students and learners around the world every day.  More than 20 million students, teachers, instructors, and administrators in 70 countries make up the Blackboard global community of practice.

“We were thrilled to hear that IntelliResponse was extending the reach of its multi-channel Answer Suite to include the Blackboard Learn platform,” said Ronnie Creel, eCampus Director of Educational Technology at Troy University.  “We look forward to providing our users with the same innovative “One Right Answer” technology that we currently provide on our Troy e-Campus Web-Site.”

IntelliResponse’s patented question and answer technology delivers “One Right Answer” 24 hours a day, 7 days a week across a wide array of assisted and self-service customer interaction channels that include corporate and institutional web sites, mobile devices, customer service desktops and social media platforms.

The IntelliResponse Answer Suite goes beyond traditional search engine and FAQ solutions to provide a truly innovative experience based on the goal of delivering one right answer to questions, regardless of the many ways those questions may be asked.

About IntelliResponse Systems Inc.
IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions.  The company’s Answer Suite technology is an industry leading On Demand software platform that allows consumers on web sites and agents at contact centers to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked.  With more than 200 live customer-facing implementations answering 60 million+ questions with One Right Answer, IntelliResponse is the gold standard in first line customer experience management.

Some of the world’s most recognized corporate brands and higher education institutions trust their customer experience management needs to IntelliResponse - including ING Direct, TD Canada Trust, Charter Communications, Computer Associates, Penn State University, The Ohio State University and Harvard University Extension School.  For more information, visit www.intelliresponse.com.

Blackboard®, Blackboard Learn™, the Blackboard Alliance Program™, the Blackboard Developers Network™, and Blackboard Building Blocks™ are registered trademarks of Blackboard Inc. and are used with permission. All rights reserved.


                                        

Contact:

IntelliResponse

Mike Hennessy

VP Marketing

416-214-9337 Ext. 224

info@intelliresponse.com

(Toronto) February 17, 2010 — IntelliResponse Systems Inc., provider of the patented IntelliResponse Answer Suite that delivers “One Right Answer” across a variety of customer interaction channels, announced today that Virgin HealthMiles, Inc., a leading provider of employee health and productivity programs that reward individuals for getting healthy, has selected IntelliResponse self-service technology for use across their customer service channels, including corporate web site, phone, email and chat agents.  The company is a member of Sir Richard Branson’s Virgin Group.

IntelliResponse’s patented question and answer technology delivers “One Right Answer” 24 hours a day, 7 days a week across a wide array of assisted and self-service customer interaction channels that include corporate and institutional web sites, mobile devices, customer service desktops and social media platforms.

“IntelliResponse was the clear leader among the technologies we evaluated,” said Tom Abshire, Senior Vice President, Marketing and Member Engagement for Virgin HealthMiles.  “Virgin HealthMiles is growing at a rapid pace and we need to ensure we consistently deliver an exceptional customer experience to our members.  IntelliResponse’s Answer Suite technology will allow our members to get rapid, accurate answers to their questions as they plan, focus and get involved in the programs.”

Virgin HealthMiles provides employee health programs that pay people to get active. The company’s innovative Pay-for-Prevention™ model creates a culture of prevention that rewards healthy behaviors and aligns an organization’s interests with those of its employees to drive down lifestyle-related healthcare and productivity costs. Engagement levels among Virgin HealthMiles clients average 40 percent, well above the industry average.

In the rapidly evolving market of employee health and productivity, being able to capture customer feedback and ideas is critical to enhancing the products and services to meet emerging needs. “IntelliResponse will also help us capture and analyze voice-of-the-customer data in real time from all our customer service channels,” added Abshire at Virgin HealthMiles.

 “We are delighted to welcome Virgin HealthMiles to our growing list of Enterprise clients,” said David Lloyd, President of IntelliResponse. “Their commitment to customer service makes Virgin HealthMiles an ideal organization to benefit from the power of the IntelliResponse Answer Suite technology.”

About IntelliResponse Systems Inc.
IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions. The company’s Answer Suite technology is an industry leading On Demand software platform that allows consumers on web sites and agents at contact centers to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked. With more than 200 live customer-facing implementations answering 75 million+ questions annually with One Right Answer, IntelliResponse is the gold standard in first line customer experience management.

Some of the world’s most recognized corporate brands and higher education institutions trust their customer experience management needs to IntelliResponse - including ING Direct, TD Canada Trust, Charter Communications, Computer Associates, Penn State University, The Ohio State University and Harvard University Extension School.  For more information, visit www.intelliresponse.com.

About Virgin HealthMiles
Virgin HealthMiles provides employee health programs that pay people to get active. The company's Pay-for-Prevention™ approach, based on physical activity and healthy lifestyle change, attracts an average of 40% of employees who participate, which helps organizations reduce medical costs and improve employee productivity and satisfaction. Over 120 industry leaders representing more than 500,000 employees across the U.S., including American Diabetes Association, Commonwealth of Kentucky, Hospital Corporation of America-Shared Services, Shands Jacksonville Medical Center, and SunGard, have selected Virgin HealthMiles' award-winning program for their employees. For more information, visit www.virginhealthmiles.com.


Contacts:

IntelliResponse Contact:
Mike Hennessy
VP Marketing
416-214-9337 Ext. 224
info@intelliresponse.com

Virgin HealthMiles Contact: 
Marian Hughes
Tier One Partners
708-246-0083
mhughes@tieronepr.com

(Toronto) February 8, 2010 — IntelliResponse Systems Inc., provider of the patented IntelliResponse Answer Suite that delivers “One Right Answer” across a variety of customer interaction channels, announced today that it will host a webinar entitled “Why Old School Self-Service is Hurting Your Customers and what you can do about it (via Web, Mobile and Social Media).”  The webinar will feature guest speaker Dr. Natalie Petouhoff, Senior Analyst at Forrester Research, Inc., and will discuss the customer service challenges created by traditional self-service and how organizations can drive new self-service enhancements in 2010 via web, mobile and social media.

The event will provide participants with insights into:

• How traditional self-service is failing the customer
• The importance of delivering One Right Answer to self-service questions
• The rising influence of mobile & social media
• Case study on how a top 10 North American bank has succeeded
• Best practices for your organization

“When self-serving, customers need answers, not frustration,” said David Lloyd, President of IntelliResponse. “Unfortunately, many corporate efforts designed to enhance self-service often fail the very people they were designed to help: the end customer. When self-serving, customers need answers, not documents to search through or lists of possible matches", particularly within the new multi-channel paradigm of modern customer service.” 

“IntelliResponse is proud to provide this educational webinar for enterprises to gain knowledge on how they can confidently enter into this new era of customer service and find out how next generation self-service can help their businesses,” added Lloyd.

This IntelliResponse hosted webinar, featuring a speaker from Forrester Research, an independent research firm, will be held on February 10, 2010 at 1:00PM Eastern Standard Time. To participate, register at www.intelliresponse.com/2010FWeb.

About IntelliResponse Systems Inc.
IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions.  The company’s Instant Answer Agent, an industry leading On Demand software platform, allows consumers on web sites and agents at contact centers to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked.  With more than 200 live customer-facing implementations answering 60 million+ questions with One Right Answer, IntelliResponse is the gold standard in first line customer experience management.

Some of the world’s most recognized corporate brands and higher education institutions trust their customer experience management needs to IntelliResponse - including ING Direct, TD Canada Trust, Scotiabank, Penn State University, The Ohio State University, University of British Columbia and Harvard University Extension School.  For more information, visit www.intelliresponse.com.


Contact:

Mike Hennessy
VP Marketing
IntelliResponse Systems Inc.
416-214-9337 Ext. 224
info@intelliresponse.com

(Toronto) November 17, 2009 — IntelliResponse Systems Inc., provider of the patented Instant Answer Agent that delivers “One Right Answer” to customer, student and service agent questions across a variety of interaction channels, today announced its first annual report on the voice of students in higher education.  For the first time ever, this comprehensive report, entitled "2009 Voice of the Student”, uncovers key insights into the online questions posed by millions of students across North America – and how those questions impact departments, administrators and staff at universities and colleges.

The report delves into four key areas of interest for both students and higher education institutions including Prospective Students, Current Students, Financial Aid, and IT Support.  Additional analytics provided in the report include the top 20 questions across campuses, key trends by area of interest and sample school comparisons.

The report analyzes more than three years of compiled data and tens of millions of questions from real students, while providing insightful 'trend spotting' commentary on what modern students expect from schools – now and in the future. The report also contains recommendations for how schools can use this trending data to improve the student experience on their campuses.

“For the first time ever, schools will be able to obtain unique trending data across North American campuses that will help them benchmark their performance with other schools – to ultimately help improve the student experience,” said David Lloyd, President of IntelliResponse.  “IntelliResponse is in a unique position to provide this type of compiled data because we enable more than 100 schools across North America with the technology to effectively answer questions posed by students on their web sites.”

IntelliResponse is the patented question and answer platform that provides superior multi-channel self-service to a higher education institution’s students, faculty and staff by delivering a single, approved and accurate answer to questions posed on school web sites, mobile devices and social media channels.

To obtain the report, visit www.intelliresponse.com/2009VOSR.
 
About IntelliResponse Systems Inc.
IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions.  The company’s Instant Answer Agent, an industry leading On Demand software platform, allows consumers on web sites and agents at contact centers to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked.  With more than 200 live customer-facing implementations answering 50 million+ questions with One Right Answer, IntelliResponse is the gold standard in first line customer service management.

Some of the world’s most recognized corporate brands and higher education institutions trust their customer service management needs to IntelliResponse – including ING Direct, TD Canada Trust, Scotiabank, Penn State University, The Ohio State University, University of British Columbia and Harvard University Extension School. For more information, visit www.intelliresponse.com.

Contact:

Mike Hennessy
VP Marketing
IntelliResponse Systems Inc.
416-214-9337 Ext. 224
info@intelliresponse.com

(Toronto) November 10, 2009 – IntelliResponse Systems Inc., provider of the patented Instant Answer Agent that delivers “One Right Answer” across a variety of customer interaction channels, today announced the launch of a new application for Facebook Fanpages. IntelliResponse is now providing customer focused organizations with the ability to extend the reach of their customer self-service initiatives to include the world’s largest and fastest growing social networking site. Within a week of offering the new Facebook application to existing IntelliResponse clients, more than half have confirmed interest in using the expanded Facebook solution. A live example of the new application can be found on the IntelliResponse Fanpage. 

“The core vision for IntelliResponse involves leveraging our unique question and answer technology to help customers deliver One Right Answer across the most critical interaction channels,” said David Lloyd, President of IntelliResponse. “This decision to deploy our platform on Facebook is a direct reflection of the growing importance of social media channels in customer self-service, and the overwhelming response from our clients further confirms the value of social media in the customer interaction ecosystem.”

The new IntelliResponse Facebook application is now available to all existing and prospective IntelliResponse customers. IntelliResponse for Facebook provides many of the same innovative features available with any IntelliResponse channel deployment, including the company’s patented One Right Answer capability, related and suggested questions, dynamic Top Ten feature as well as answer ratings and session summaries.

“With the recent explosive growth of online social media channels, many consumers are now leveraging new communication platforms like Facebook and Twitter to interact with and ask questions of, their product or service provider, adds Lloyd.  “One of the main goals of these communities is to facilitate interaction through questions and answers, and this is where IntelliResponse technology can help organizations be more responsive to the needs of their customers.”

About IntelliResponse Systems Inc.
IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions. The company’s Instant Answer Agent, an industry leading On Demand software platform, allows consumers on web sites and agents at contact centers to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked.  With more than 200 live customer-facing implementations answering 60 million+ questions with One Right Answer, IntelliResponse is the gold standard in first line customer experience management.

Some of the world’s most recognized corporate brands and higher education institutions trust their customer experience management needs to IntelliResponse - including ING Direct, TD Canada Trust, Scotiabank, Penn State University, The Ohio State University, University of British Columbia and Harvard University Extension School. For more information, visit http://www.intelliresponse.com.

Contact:

Mike Hennessy
VP Marketing
IntelliResponse Systems Inc.
416-214-9337 Ext. 224
info@intelliresponse.com

(Toronto) October 14, 2009 – IntelliResponse Systems Inc., provider of the patented Instant Answer Agent that delivers “One Right Answer” to customer and service agent questions across a variety of channels, today announced that the Patricia Seybold Group, a Boston-based consulting and research firm specializing in helping Fortune 500 companies with their e-business strategies, has named IntelliResponse it’s “Customer.com Customer Service Star” for a second consecutive quarter in its most recent quarterly report analyzing the health and success of the major software providers in the customer service technology space. 

In its Customer Service Company and Product Update - 2Q2009 analysis, Patricia Seybold Group Senior Vice-President and Senior Consultant Mitch Kramer states, “IntelliResponse has had another great quarter in its 2QFY2010.  Customer growth and, therefore, financial performance were both very good.  Once again, IntelliResponse earns a Customers.com Customer Service Star for the quarter.”

The report notes that knowledge management (KM) based customer service is positioned for continued growth in the next several quarters.  The report attributes this to the capability of KM-based customer service offerings to deliver bottom-line benefits – playing a key role in helping companies reduce the cost to serve while improving customer satisfaction and loyalty. 

“IntelliResponse has had record-breaking growth. Fast, low cost deployments of SaaS offerings add to the more general bottom-line benefits of KM-based customer service, making SaaS offerings even more attractive,” added Kramer.

“At IntelliResponse, we remain committed to helping our corporate and higher education clients provide a world-class customer experience at the all-important first point of customer contact.” said David Lloyd, President of IntelliResponse. “Our goal is to continue achieve tangible ROI for our clients by helping them deliver “One Right Answer” to their customers through our cross-channel service offerings.”

About IntelliResponse Systems Inc.
IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions. The company’s Instant Answer Agent, an industry leading On Demand software platform, allows consumers on web sites and agents at contact centers to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked.  With more than 200 live customer-facing implementations answering 60 million+ questions with One Right Answer, IntelliResponse is the gold standard in first line customer experience management.

Some of the world’s most recognized corporate brands and higher education institutions trust their customer experience management needs to IntelliResponse - including ING Direct, TD Canada Trust, Scotiabank, Penn State University, The Ohio State University, University of British Columbia and Harvard University Extension School. For more information, visit http://www.intelliresponse.com.

About the Patricia Seybold Group
Founded in 1978 and based in Boston, the Patricia Seybold Group provides consulting, research and advisory services, peer groups, and interactive workshops. The group helps clients to design and continuously improve their customer-focused business strategies and processes using their proven consulting methodology, Customer Scenario® Design.

The CEO and founder, Patricia Seybold, is the New York Times best-selling author of
Customers.com and The Customer Revolution. Patty's latest book, Outside Innovation, is
now available. For more information, visit http://www.psgroup.com. 

Contact:

Mike Hennessy
VP Marketing
IntelliResponse Systems Inc.
416-214-9337 Ext. 224
info@intelliresponse.com

(Toronto) September 29, 2009 — IntelliResponse Systems Inc., provider of the patented Instant Answer Agent that delivers “One Right Answer” to customer and service agent questions across a variety of interaction channels, today announced that the company has been positioned in Gartner’s 2009 Magic Quadrant for e-Service Suites.  The report, entitled "Magic Quadrant for e-Services Suites", was authored by Johan Jacobs and Michael Maoz and published on September 11, 2009.

The Magic Quadrant for E-Service Suites presents some of the main software vendors that should be considered by organizations seeking to develop any of the following self-service channels:

  •  Knowledge base for self-service
  •  E-mail response management
  •  Web chat
  •  Collaborative browsing
  •  Virtual assistants
  •  Short Message Service (SMS) and multimodal communication
  •  Interaction recording

According to the report, the knowledge base for self-service is the most important component of the e-service stack.  The report goes on to note that the delivery of “one right answer” is extremely critical in self-service channels.

IntelliResponse’s patented Instant Answer Agent technology delivers “One Right Answer” to consumer and customer service agent questions – 24 hours a day, 7 days a week across a wide array of assisted and self-service channels. 

“We are honored to be included in this year’s Magic Quadrant for e-Services Suites,” said David Lloyd, President of IntelliResponse.  “Our unique “One Right Answer” capability provides a consistent customer experience across corporate web sites, agent desktops, social media platforms and mobile devices.  This unique multi-channel capability continues to help our client base increase sales, reduces service costs and increase customer satisfaction.”
 
About IntelliResponse Systems Inc.
IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions.  The company’s Instant Answer Agent, an industry leading On Demand software platform, allows consumers on web sites and agents at contact centers to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked.  With more than 200 live customer-facing implementations answering 50 million+ questions with One Right Answer, IntelliResponse is the gold standard in first line customer service management.

Some of the world’s most recognized corporate brands and higher education institutions trust their customer service management needs to IntelliResponse – including ING Direct, TD Canada Trust, Scotiabank, Penn State University, The Ohio State University, University of British Columbia and Harvard University Extension School. For more information, visit www.intelliresponse.com.

About The Magic Quadrant
The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


Contact:

Mike Hennessy
VP Marketing
IntelliResponse Systems Inc.
416-214-9337 Ext. 224
info@intelliresponse.com

• The IntelliResponse Instant Answer Agent platform answered a record number of more than 20 million questions, bringing its running total to more than 50 million right answers.

• The company published its first customer satisfaction survey, from which it identified an industry leading 97.8% average customer satisfaction rating.

• Continued growth and leadership in the higher education market, and newfound success expanding its presence in new markets such as financial services, telecommunications and utilities.

• The development of key strategic partnerships with industry leaders in Chat, Email response and Click-to-Call segments such as LivePerson, ATG/eStara, InstantService and Emailtopia.

• Inclusion in Gartner Research Group’s annual Magic Quadrant for eService technology.

• The completion of three significant new product releases, which included extensive web services enhancements allowing the IntelliResponse Instant Answer Agent platform to deliver the same consistent answer across any customer interaction channel.