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David Sims - TMCnet CRM Alert Columnist[March 30, 2005]

ACISs RapidAnswer Released

By David Sims, TMCnet CRM Alert Columnist

ACIS Consulting Inc, a Canadian reseller and systems integrator of search products from Fast Search & Transfer, today announced the release of RapidAnswer, a partner-designed and developed Search Derivative Application for Self Service.

RapidAnswer, the latest SDA to use the FAST Enterprise Search Platform provides Customer Support Representatives with a unified point of access to all relevant product and customer-related information that may be scattered across various disparate websites, knowledge bases, document repositories, databases and CRM applications.

ACIS is pitching RapidAnswer for “enterprises faced with the challenge of providing a wide array of information to growing customer-bases about a multitude of complex and often confusing products who, at the same time, are being asked to cut IT budgets for support operations.”

The product encompasses several elements to help address these challenges through improved customer support productivity and reduced customer support call volumes.

The RapidAnswer solution uses advanced FAST ESP capabilities in natural language processing, rank tuning and relevancy modeling to quickly deliver answers to customer questions.

It is designed to enable call center managers to continually monitor and identify the most frequently asked questions that generate high volumes of customer support calls and to develop a knowledge base of short and concise answers. RapidAnswer is used to provide website visitors with a dynamic self service environment that quickly captures their intent and directs them to the correct and most relevant response.

In addition, RapidAnswer tracks customer satisfaction feedback on presented questions and answers and identifies those topics that are leading to customer support calls and customer dissatisfaction.

"In research conducted among our corporate customers, we found that 80% of corporate support calls and emails relate to 20% of the most basic questions, which can be answered with simple and straight forward responses online," said Efrem Habteselassie, president of ACIS Consulting, adding that the companies indicated that a system that would enable them to better manage this high volume of questions and answers could reduce support costs and improve customer satisfaction.

Habteselassie said RapidAnswer is engineered to addresses these needs by providing a capability for identifying the high call volume generators and a facility for authoring a knowledgebase to deliver instant answers to these questions.

Key additional features of RapidAnswer include continuous polling of customer satisfaction to presented answers, detailed management reporting on query volumes and trends in satisfaction levels, direct integration with customer support systems and content management applications.

David Sims is contributing editor and CRM Alert columnist for TMCnet.

To discover how contact centers can save money and increase productivity by making the switch to IP Telephony, be sure to attend TMC's IP Contact Center Summit May 24-26, 2005, in Dallas, Texas.

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