Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Business Intelligence Contact Centers More Topics...
Applications
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
IntelliResponse App for Salesforce Ups Call Center Efficiency
IntelliResponse App for Salesforce Ups Call Center Efficiency

By Jennifer LeClaire
March 6, 2014 12:15PM

Bookmark and Share
IntelliResponse is filling an important need in the CRM market with its new app by helping resolve customer issues quickly, ideally with just one call or contact. As any contact center manager knows, efficiency and first-call resolution can be key to success, resulting in stronger customer satisfaction, a better customer experience, and increased sales.
 



The Salesforce1 AppExchange from Salesforce.com has been seeing plenty of attention from businesses looking to connect with customers, partners, and employees. One new app on the exchange that will be of special interest to contact center managers is the recently launched IntelliResponse Virtual Agent (VA) for Salesforce.

The IntelliResponse app is an enterprise-grade virtual agent system that integrates seamlessly with the Salesforce Service Cloud. The goal of the system is to help contact center agents find faster answers to customer questions to improve contact center efficiency and boost customer satisfaction.

David Lloyd, CEO of IntelliResponse, hit the nail on the head when he said customer service is a key differentiator for leading companies -- and the ones that succeed provide a superior customer experience across every touchpoint.

“Contact centers have traditionally struggled with onboarding new agents as they navigate multiple channels, but with IntelliResponse VA for Salesforce, they can put the right answers at both their customers’ and employees’ fingertips, making every agent as good as their best agent,” Llolyd said.

Accurate Intelligence

IntellliResponse is doing plenty right. Industry analyst firm Opus Research recently gave the company’s virtual agent technology the highest possible score for its conversational interface. IntelliResponse VA for Salesforce aims to kick it up a notch, helping contact center agents provide better customer service from within the Salesforce Service Cloud.

For example, the app and integration give contact center operators the flexibility to extend to any client-facing digital self-service channel -- even customer portals and communities. The software automatically matches questions with answers using patented intent-recognition technology.

What’s more, the app claims to process millions of customer answers with 90 percent accuracy, while at the same time gathering customer insights that can help companies boost their sales. The technology collects real-time voice of the customer (VOC) insights straight from online customer interactions and can even serve up relevant offers to woo customers down the purchase funnel in real time.

We caught up with Dan Miller, founder and analyst at Opus Research, to get his take on IntelliResponse’s latest innovation. He told us Salesforce is putting a considerable amount of marketing power behind Salesforce1 and the “Ask Tab” is a welcome addition to the customer care agent’s screen.

“IntelliResponse’s approach shortens the length of time it takes for a customer care agent to provide the right answer to a caller or Web site visitor,” he said. “That translates into higher levels of satisfaction and illustrates how the application of intelligent agent technology provides value for contact center managers and marketing executives alike.”

Filling a Market Need

Based on all the promises, IntelliResponse is filling an important need in the CRM market with its new app by helping resolve customer issues quickly, ideally with just one call or contact. As any contact center manager knows, efficiency and first-call resolution can be key to success. On the flip-side, market research firm Frost & Sullivan reports that 60 percent of repeat customer service calls are due to issues in staff training or processes.

With that in mind, the IntelliResponse app is designed to give contact center agents the answers they need to customer questions, while also displaying results from Salesforce articles, solutions, cases and other knowledge repositories. The end result: less training time, better first-call resolution, less lead time, and overall stronger customer satisfaction.
 

Tell Us What You Think
Comment:

Name:



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 Applications
1.   Sprint Becomes Google Apps Reseller
2.   Target App Makes Shopping a Snap
3.   Cisco Woos More Devs with DevNet
4.   How Chrome Eats Your Battery Life
5.   Investor Wants EMC To Spin Off VMware


advertisement
Cisco Woos More Devs with DevNet
To create new network-aware apps.
Average Rating:
Mobile Apps Offer Last-Minute Deals
Along with spontaneity and surprise.
Average Rating:
Amazon Launches E-Book Subscriptions
Kindle Unlimited will run $9.99 a month.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 
Dropbox for Business Beefs Up Security
Dropbox is upping its game for business users. The cloud-based storage and sharing company has rolled out new security, search and other features to boost its appeal for businesses.
 

Enterprise Hardware Spotlight
Microsoft Makes Design Central to Its Future
Over the last four years, Microsoft has doubled the number of designers it employs, putting a priority on fashioning devices that work around people's lives -- and that are attractive and cool.
 
Contrary to Report, Lenovo's Staying in Small Windows Tablets
Device maker Lenovo has clarified a report that indicated it is getting out of the small Windows tablet business -- as in the ThinkPad 8 and the 8-inch Miix 2. But the firm said it is not exiting that market.
 
Seagate Unveils Networked Drives for Small Businesses
Seagate is out with five new networked attached storage products aimed at small businesses. The drives are for companies with up to 50 workers, and range in capacity from two to 20 terabytes.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Business Intelligence | Contact Centers | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.