Onyx Software Announces New Multichannel e-Service Offering.Onyx Software Corporation, a provider of enterprisewide e-business solutions, has announced the addition of Onyx e-Service, including new e-mail, chat and Web self-service products, to Onyx Enterprise 2001, Onyx's thin-client CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. portal suite. With the addition of these e-service capabilities, Onyx now offers automatic and assisted mail response, live char and instant messaging Exchanging text messages in real time between two or more people logged into a particular instant messaging (IM) service. Instant messaging is more interactive than e-mail because messages are sent immediately, whereas e-mail messages can be queued up in a mail server for seconds or , and a broad set of online self-service tools. These capabilities were designed to help strengthen an organization's ability to provide rapid, personalized responses to customer requests across all communication channels. Onyx e-Service delivers automation of all electronic customer interactions, helping companies improve the consistency and quality of interactions and reduce customer response times. The products share a knowledge management platform that uses sophisticated content parsing See parse. parsing - parser , 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 and case-based reasoning An AI problem solving technique that catalogs experience into "cases" and matches the current problem to the experience. Such systems are easier to maintain than rule-based expert systems, because changes require adding new cases without the complexity of adding new rules. to discern the content of a customer request and propose intelligent replies. As a result, res ponses are both personalized and targeted at the channel favored by the customer. Using Onyx's Internet-native architecture, Onyx e-Service instantaneously shares data from all electronic customer interactions -- phone, Web, in person, e-mail or chat session -- giving partners and internal employees a unified view of a customer's history. Data extraction Data extraction is the act or process of retrieving (binary) data out of (usually unstructured or badly structured) data sources for further data processing or data storage (data migration). tools tailored for Onyx e-Service assist in enabling companies to combine data from electronic and traditional interactions, allowing users to leverage Onyx Business Intelligence and view blended reports across all touch points. New capabilities include Onyx Email Assistance, Onyx Web Assistance and Onyx Chat. |
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