Cloudmark Deploys iPhrase Technologies' Contact Us.Business Editors/High-Tech Writers CAMBRIDGE, Mass.--(BUSINESS WIRE)--March 29, 2004 iPhrase Contact Us Delivers a Proven eMail Deflection deflection /de·flec·tion/ (de-flek´shun) deviation or movement from a straight line or given course, such as from the baseline in electrocardiography. de·flec·tion n. 1. Solution to Address Customers' Questions Immediately iPhrase(R) Technologies, Inc., a leading provider of innovative search and customer interaction solutions, today announced that Cloudmark(TM) Inc., a leading provider of anti-spam products, has selected iPhrase Contact Us, a dynamic email deflection solution, to enable real-time replies to customer questions from Cloudmark's Request for Help Web page. Contact Us intercepts Web-form based inquiries and automatically responds with an interim answer if it understands the meaning, or it escalates to the email queue, driving more transactions to the Web site. The solution delivers significant and immediate ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). by reducing support costs, while improving customer service and satisfaction by providing customers with an online experience that exceeds interactions over the phone or off-line. Contact Us takes typical response times for customers from one to two days down to real-time, accurate replies for most inquiries. Already, iPhrase Contact Us has enabled Cloudmark to improve its customer response time by deflecting roughly 38 percent of its email received - a significantly higher amount than Cloudmark first anticipated. "Cloudmark's customers are often technically savvy, and they need quick and accurate answers to their technical support questions," said Paula Hughes, director of Customer Support for Cloudmark. "Like our SpamNet product, which constantly improves itself via our community of 900,000 users, iPhrase Contact Us learns from each customer service interaction to more efficiently handle our online support inquiries. Our customers ask complex questions requiring specific information, and iPhrase Technologies' Contact Us helps them get the right answers more quickly." "Uncertainty needlessly need·less adj. Not needed or wished for; unnecessary. need  less·ly adv.need fans the fire of customers' dissatisfaction, leading many to opt for comparatively costly real-time customer service channels (e.g., phone)," said Jupiter analyst David Daniels
David Daniels (born 12 March 1966) is an American singer. He is one of the best-known and highly regarded countertenors in modern operatic history. , in a January research report on CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. Metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. . According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Jupiter, 54 percent of companies use Outlook or Notes to manage their email support and could benefit from this type of solution. Implementation can be accomplished with minimal configuration and maintenance over an existing email response management See e-mail response management. application for a company using Outlook or Notes. iPhrase Contact Us can be deployed in conjunction with any email response management software, and deployed for authenticated au·then·ti·cate tr.v. au·then·ti·cat·ed, au·then·ti·cat·ing, au·then·ti·cates To establish the authenticity of; prove genuine: a specialist who authenticated the antique samovar. and unauthenticated online communication channels. "iPhrase Technologies' Contact Us solution is unique in that not only does it understand free-form questions, but it also gets smarter from every interaction," said Tony Frazier, senior vice president of Marketing, iPhrase Technologies. "By adding iPhrase Contact Us, Cloudmark has provided further validation that in today's economy, a real-time learning approach to customer support is a true competitive differentiator." Online applications and email channels benefit from iPhrase's cross-channel capabilities and real-time learning, making the system smarter over time. By taking advantage of iPhrase Contact Us, the system provides a consistent customer experience, utilizing the same categories and responses for both email and Web inquires. iPhrase Contact Us provides enterprises with the ability to decide which customer inquiries they want iPhrase Contact Us to answer directly based on category and pre-defined accuracy thresholds. Unlike other vendors, iPhrase Technologies handles dynamic and informal email as opposed to static and formal types of communication. iPhrase Technologies also provides real-time feedback for easy maintenance and long-term accuracy; the ability to identify and analyze multiple languages, including multi-byte; the ability to understand multiple intents in a single message; and the iPhrase Technologies Workbench, which is specifically focused on e-mail analysis. About iPhrase iPhrase is a leading provider of innovative search and customer interaction solutions that help companies with complex offerings automate To turn a set of manual steps into an operation that goes by itself. See automation. their sales, service, and support operations. Our solutions convert each customer encounter into a measurable business outcome by leveraging a real-time understanding of users' needs, corporate objectives, and available resources to deliver the best possible online experience. Over 150 companies including Charles Schwab Charles Schwab can refer to:
U.S. department-store chain. It was founded in Dallas, Texas, in 1907 by Herbert Marcus, his sister Carrie Marcus Neiman, and her husband, A.L. Neiman. and RadioShack use iPhrase powered solutions to add millions to their bottom line by reducing costs, increasing revenue, and improving satisfaction among customers, partners, and employees. For more information, please visit www.iphrase.com or call 617/577-4300. iPhrase is a registered trademark and One Step is a trademark of iPhrase Technologies, Inc. All other trademarks are the property of their respective owners. |
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