Kodak Alaris has a new e-mail management platform that helps enterprises analyze millions of messages so that contact centers can improve their customer service response times. By aggregating and analyzing information sent through a variety of channels -- including by phone, e-mail, and social media platforms -- the new solution can give contact center agents the information they need to respond much faster to customer questions.
The new platform, known as the Kodak Info Insight Platform, is developed and sold by Kodak Alaris, and is part of its Information Management division. The overriding goal at Kodak Alaris is to help enterprise clients capture and organize information from a variety of sources, including digital and paper documents, to provide better insights and analysis.
Customers Left Hanging
Addressing the industry-wide need for faster contact center service, Kodak Alaris points out that only about 30 percent of customer e-mail inquiries receive a response in under an hour. Responses to other types of communications, for example, through social media, can take as long as several days.
Yet companies that fail to meet client expectations risk losing customers and diluting the value of their brands. Incoming e-mail can present one of the most significant challenges for contact centers, especially since text-based customer service questions are growing 10 times faster than voice-based inquiries.
“The unstructured nature of e-mail makes it difficult to route or automate based on keywords and rules,” said Michael McBrien, Principal at Merlion, a contact center consultancy. “Today, when a customer calls in and refers to an e-mail previously sent, the agent is usually ‘left hanging’ without access to the e-mail exchange. Contact centers need an integrated solution for managing text-based information -- one that can automatically categorize data and give agents a full view of the information they need to resolve an inquiry.”
That's where the new Kodak Alaris solution fits in. The company said that its artificial intelligence-based e-mail management solution can efficiently handle all of a call center’s text-based communications. The Info Insight Platform can route inquiries to the most effective agent based on individual skill sets. In addition, by fully understanding the request, even less experienced agents could potentially answer inquiries effectively when offered pre-populated suggestions.
Lower Costs, Quicker Response Times
As a result, corporate call centers can dramatically reduce customer response times and costs associated with customer service by using an e-mail management solution. One insurance company using the Kodak Info Insight Platform was able to reduce the average handling time of customer inquiries from 10 minutes to 62 seconds for all types of correspondences.
Quicker response times can result in increased levels of customer satisfaction and loyalty. And, by automating major elements in the customer response process, companies can also significantly reduce their operating costs.
“Response times for e-mail dramatically impact customer experience and can make or break relationships,” McBrien said. “The Info Insight Platform is ideal for contact center managers who are struggling to cope with the surge of text-based communications using traditional e-mail systems.”
Kodak Alaris will be showcasing the platform at the Enterprise Connect conference in Orlando March 16-18.
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