| |
| |
|
With the popularity of the Internet and the rapid growth
of e-business, more and more customers are able to interface
with your company through the Web. By 2001, 25 percent of
all customer contact and inquiries will be conducted through
the Internet. Today, the challenge is to provide better customer
service while continuing to increase productivity and decrease
operating expenses. Customer Self-service will have a tremendous
impact on both your customers and your business. An ideal
Internet solution will decrease traditional inbound telephone
call volumes and also ensure your Website performs as well
as your best customer service agent.
|
| By
2001, 25 percent of all customer contact and inquiries will
be conducted through the Internet |
| |
CyberObject's i.Platform supplies an intelligent expert
systems based middleware interface to your back-end legacy systems
and CyberObject's iServe extends this interface to the Internet.
iServe allows for seamless integration with existing software environments
and is architected for security, scalability and high availability
in addition to offering other mission critical application features.
| The foundation for extending intelligent
trouble receipt and screening to the internet is CyberObject's
Intelligent Customer Advocate System (ICAS) product set. The
ICAS solution is a proven intelligent trouble administration
system that enables trouble receipt and screening in a real-time
production environment. ICAS is based on expert system technology
that applies the institutional knowledge base of a company to
the trouble receipt process allowing all Customer Service Agents
to perform as well as the most experienced agent. iServe extends
the ICAS trouble receipt functionality and consistent decision-making
capability to the Internet. The iServe module along with the iProxy,
iEngine and iGate components insure secure transaction interface
between your customer and your company. |
|
|
| iServe will help
you get your Website to act like your best customer service
agent. |
| |
The flexibility of the comprehensive CyberObject solution allows
iServe to be a dynamic interface with your customer. Through the iEngine
expert system, iServe provides an easy-to-use interface to the complex
trouble administration process with the iServe module performing at
the level of your most experienced agent. In most customer trouble
receipt and screening situations, 80 percent of the troubles can
be associated with 20 percent of the possible problems. With iServe
handling the most common trouble conditions in a customer self-service
environment, iServe can decrease the amount of trouble calls received
by traditional call centers while increasing customer satisfaction.
CyberObject's iServe approach goes beyond supplying only customer
self-service. The iServe interface is browser based and can be implemented
on practically any device or appliance that supports an Internet
browser. The browser-based iServe environment not only extends the
trouble receipt and screening function to the Internet but also
can be made available on wireless devices including the emerging
hand-held personal data computer technologies.
The goal of iServe's is to provide the following:
- Decreased inbound call volumes
- Empower your Website to perform at the level of your most
experienced customer service agent
- Provide complete flow-through of trouble reports without human
intervention
- Offer easy to use browser-based on-line customer self service
|
.gif){kind=tracking}