Contact Center Solutions Featured Article

Genesys and InQuira have integrated their software suites, enabling their clients “to now have a seamless consistent experience when they interact with a company's contact center regardless of the communication channel they use,” say both firms.

 

The joint solution, available for immediate deployment, combines Genesys’ customer interaction software with InQuira's knowledge management applications and in doing so supports e-mail, chat, and self-service web and mobile for customer support.

 

The InQuira knowledge suite enhances self-service interactions, and provides answers and continuity throughout any customer inquiry, even across different conversation channels. This functionality, integrated with Genesys’ chat and e-mail escalation features, enables an organization to seamlessly extend customers’ interactions as their self-service sessions are fully captured and leveraged as part of a more extensive customer-service engagement.

 

The joint solution between the two companies’ software makes it easier for Genesys eServices customers to get the right answer with InQuira's intent-based retrieval capabilities. Using multilingual natural language processing, InQuira discovers the true intent of each question to find the most relevant answer as quickly as possible. InQuira leverages profile data, customer searches and other information maintained in Genesys to deliver even more targeted and personalized answers.

 

With the ability to determine and act upon customer intent, the new Genesys-Inquira solution can intentionally direct customers to the right channel for the right opportunity. For example, when an online customer asks a question about opening a new account or a price request, the software determines the nature of the inquiry to be high value; it then directs the interaction to the right channel for immediate live assistance.

 

This right-channeling increases the likelihood of closing more business. It also enables a very effective CRM strategy by enabling organizations to identify high worth interactions and the customers making them. This opens opportunities to extract maximum lifetime value via targeted offers and services tailored to meet customers’ needs.

 

To remove the complexity and confusion typically facing organizations attempting to integrate various customer interaction and knowledge software products, Genesys and InQuira have created a tightly integrated solution. This approach offers the flexibility customers need to incorporate the combined solution into their branded self-service Web site and agent desktop.

 

“The integration between InQuira and Genesys is unique in enabling intelligent cross-channel conversations and is a key proof point in our efforts to eliminate the gaps customers often see when they begin in self-service and move to other touch points,” says Nicolas de Kouchkovsky, president of Genesys. “The joint solution enables the delivery of faster more accurate answers across any service delivery channel helping organizations become much more proactive in customer service by escalating requests when appropriate.”

 

“We are excited to bring our unique knowledge technology together with the Genesys eServices solutions,” says Michael Murphy, CEO of InQuira. "We are developing new innovative ways to provide customers with answers and now we are seamlessly delivering it across their channel of choice. This is the type of next generation customer-centric solutions the market is waiting for and we are thrilled to be a part of it.”