ACIS Consulting Delivers RapidAnswer V3 for Collaborative FAQ Knowledgebase Management.TORONTO -- ACIS Consulting Inc., a leading Canadian reseller and systems integrator of powerful search and knowledge discovery solutions from Fast Search & Transfer (FAST(TM)), has released its newly redesigned RapidAnswer(TM) V3 FAQ (Frequently Asked Questions) A group of commonly asked questions about a subject along with the answers. Vendors often display them on their Web sites for use as troubleshooting guidelines. Knowledgebase Management System, a Search Derivative Application (SDA SDA abbr. specific dynamic action Serotonin dopamine antagonist (SDA) The newer second-generation antipsychotic drugs, also called atypical antipsychotics. ) that directly integrates with FAST's award-winning Enterprise Search Platform (FAST ESP (1) (Enhanced Service Provider) An organization that adds value to basic telephone service by offering such features as call-forwarding, call-detailing and protocol conversion. (TM))). Enterprises today are faced with the imposing challenge of providing a wide array of information about a multitude of complex products that are continually changing to their growing customer bases. Customers are becoming more impatient and more demanding for quick and precise answers. At the same time, these organizations are being asked to cut IT budgets for support operations. RapidAnswer is designed to help address these challenges through improved customer support productivity and reduced customer support call volumes. RapidAnswer V3 is a complete Web 2.0 solution package that enables product owners and customer support departments to work in collaboration with direct Web-based access to their respective product FAQ Knowledgebases. This enables end-to-end management of their product FAQs, starting from initial creation, through approval workflow, to publishing to the Web site. FAST ESP is then used to automatically process this content and deliver the search results to the appropriate departments. Departmental ownership of Knowledgebase records and automated retention policy are used to ensure only up-to-date and relevant FAQs are returned in search results. Users can search the knowledgebase or browse by category to discover the most relevant and active FAQs. Category ranking is influenced by user interaction and the most frequently accessed information gradually moves to the top of the list. The RapidAnswer solution leverages the most advanced FAST ESP capabilities in natural language processing Natural language processing Computer analysis and generation of natural language text. The goal is to enable natural languages, such as English, French, or Japanese, to serve either as the medium through which users interact with computer systems such as , rank tuning and relevancy modeling to quickly deliver precise answers to customer questions. As the market leader and only search technology provider to offer bullet-proof, service-oriented architecture See SOA. (SOA-based) integration, the platform offers unparalleled scalability and flexibility, embedding easily into existing and evolving infrastructures. RapidAnswer enables 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 knowledgebase of short and concise answers. RapidAnswer is used to provide Web site 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 continually 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 percent of corporate support calls and emails relate to 20 percent of the most basic questions, which can be answered with simple and straightforward responses online," said Efrem Habteselassie, president of ACIS Consulting. "These companies indicated that a system that would enable them to better manage these high volume questions and answers could significantly reduce support costs and improve customer satisfaction. The RapidAnswer solution 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. For more information about RapidAnswer, please visit www.RapidAnswer.ca. About ACIS Consulting ACIS Consulting Inc. (ACIS) is a management consulting Noun 1. management consulting - a service industry that provides advice to those in charge of running a business service industry - an industry that provides services rather than tangible objects and systems integration company that started its operations in 1992 with its head offices based in Toronto, Canada. ACIS is also the Canadian reseller and systems integrator of the FAST(TM) Enterprise Search Platform (FAST ESP(TM)). ACIS also hosts and manages outsourced search service on behalf of its clients. ACIS has served several government and private institutions as a technology provider, a software developer, and as a technology management consultant. Projects in which ACIS played a key role include the implementation of Ontario Government Search gateway, Canadapost site search, the Canadian Collaborative Seniors Portal search gateway, complete upgrade of an Airline's back office systems, development of an Internet-based insurance auction portal, as well as management consulting in the implementation of a government network for retrieval and management of vehicle emission data. For more information about ACIS Consulting, please visit www.acisconsulting.com. About FAST FAST is the leading global provider of enterprise search technologies powering some of the world's best known companies. FAST helps its customers deliver applications and services that connect their users to the right information, the right products, and the right people. By making search a central part of business infrastructure, FAST's customers leverage search to drive business results. FAST's solutions are used by more than 2,600 global customers and partners, including America Online See AOL. (AOL (A division of Time Warner, Inc., New York, NY, www.aol.com) The world's largest online information service with access to the Internet, e-mail, chat rooms and a variety of databases and services. ), Cardinal Health <includeonly></includeonly> Cardinal Health (NYSE: CAH) is a premier, global healthcare company dedicated to making healthcare safer and more productive. Overview Headquartered in Dublin, Ohio, Cardinal Health, Inc. , CareerBuilder.com, CIGNA CIGNA CG (Connecticut General Life Insurance Company) INA (Insurance Company of North America) , CNET (body) CNET - Centre national d'Etudes des Telecommunications. The French national telecommunications research centre at Lannion. , Dell, Factiva, Fidelity Investments Fidelity Investments is a group of privately held companies in the financial services industry. It is made up by two independent but closely cooperating companies, Fidelity Management and Research Corporation (FMR Co. , Findexa, IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) , Knight Ridder, LexisNexis, Overture, Rakuten, Reed Elsevier, Reuters, Sensis, Stellent, Tenet Healthcare, Thomas Industrial Networks, T-Online, US Army, Virgilio (Telecom Italia), Vodafone, and Wanadoo. FAST is headquartered in Norway and is publicly traded under the ticker symbol Ticker Symbol An arrangement of characters (usually letters) representing a particular security listed on an exchange or otherwise traded publicly. When a company issues securities to the public marketplace, it selects an available ticker symbol for its securities which investors 'FAST' on the Oslo Stock Exchange Oslo Stock Exchange An exchange founded in 1819 and trading stocks, bonds, and stock options that is considered the options market of Norway. . For further information about FAST, please visit www.fastsearch.com. (c) 2007 Fast Search & Transfer and FAST are trademarks of Fast Search & Transfer ASA Asa (ā`sə), in the Bible, king of Judah, son and successor of Abijah. He was a good king, zealous in his extirpation of idols. When Baasha of Israel took Ramah (a few miles N of Jerusalem), Asa bought the help of Benhadad of Damascus and . The FAST logo and FAST ESP are registered trademarks of Fast Search & Transfer ASA. All rights reserved. |
|
||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion