Software
platform and customer service application will provide support solutions for
IGT’s Web self-service customers and call center agents
InQuira
Inc., a provider of integrated software applications for Web self-help,
agent-assisted support and enterprise knowledge management, announced that
International Game Technology has selected InQuira to help transform their
customer service experience. IGT will leverage InQuira’s Knowledge Management
software platform and customer service application expertise to provide faster,
more effective support solutions for IGT’s Web self-service customers and call
center agents.
InQuira’s Knowledge Management platform includes
industry-acclaimed support for capturing, authoring and refining
support-oriented content through a systematic workflow and publishing cycle, as
well as intelligent search technology that discerns user intents and applies
full natural-language approaches for matching searches to available content.
InQuira’s intelligent search module is particularly well-suited for customer service
applications because it analyzes all search words for relevance, not just the
keywords. In addition, InQuira’s Knowledge Management platform continually
analyzes the user’s experience to not only pinpoint missing content topics,
emerging customer intents and successful and unsuccessful self-service
routines, but also reward and encourage effective content authoring. The
InQuira Knowledge Management platform will provide IGT with a consistent,
continuously-improving knowledge base for web self-service and agent-assisted
support that increases the ability for customers to self-serve and shrinks the
volume of escalations to call centers agents.
"We want our customer service experience to
consistently improve while keeping pace with the innovations we are introducing,”
said Jack Angelo, VP of Systems Services, IGT. “That’s why we invested in
InQuira’s Knowledge Management platform, Web self-service application and
seamless integration with SAP’s CRM system for our customers and call center
agents.”
“We applaud IGT for investing in their customers’
and agents’ experiences, and for looking at the impact this will have on the
long-term success of the company,” said Mike Murphy, CEO of InQuira. “InQuira’s
Knowledge Management platform has become the backbone for dozens of global
support organizations intent on both harmonizing the delivery of support
knowledge across all customer touch points, and driving up user satisfaction
while reducing the cost of customer support.”
IGT selects InQuira to power customer support
January 7, 2009
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