IntelliResponse for Contact Centers - Integration & Value

IntelliResponse customers use the solution in their contact center to improve the productivity and effectiveness of Agents. ANSWERS is the IntelliResponse offering which allows agents to obtain instant accurate answers. Our solution can be deployed to agents in 1 of 3 ways:

• Embedded in a 3rd party agent console such as Oracle/ATG, LivePerson, RightNow, eGain, Kana or other eService suites.
• Embedded into the customer's proprietary agent desktop.
• A standalone window.

The value of deploying IntelliResponse in the Contact Center is as follows:

• Improves First Contact Resolution (FCR) by 10% - 50%.
• Reduces Average Handle Time (AHT) by 5% - 30%. Every 1 second saved per call per agent results in $1,000 in annual cost savings. For a 500 person call center that is $500,000 savings per second that AHT is reduced!
• Improves CSAT - the primary driver of CSAT for agents is FCR - for every 1% improvement in FCR, there is a corresponding 1% increase in CSAT (source SQM).

Reduces Agent Ramp Up or Training Time - up to 50% of agent training is devoted to content findability. Because IntelliResponse delivers a single right answer to contact center agents, even an agent on their first day can be productive.