IntelliResponse App for Salesforce Ups Call Center Efficiency

The Salesforce1 AppExchange from Salesforce.com has been seeing plenty of attention from businesses looking to connect with customers, partners, and employees. One new app on the exchange that will be of special interest to contact center managers is the recently launched IntelliResponse Virtual Agent (VA) for Salesforce.

The IntelliResponse app is an enterprise-grade virtual agent system that integrates seamlessly with the Salesforce Service Cloud. The goal of the system is to help contact center agents find faster answers to customer questions to improve contact center efficiency and boost customer satisfaction.

David Lloyd, CEO of IntelliResponse, hit the nail on the head when he said customer service is a key differentiator for leading companies -- and the ones that succeed provide a superior customer experience across every touchpoint.

EUContact centers have traditionally struggled with onboarding new agents as they navigate multiple channels, but with IntelliResponse VA for Salesforce, they can put the right answers at both their customersEU and employeesEU fingertips, making every agent as good as their best agent,EU Llolyd said.

Accurate Intelligence

IntellliResponse is doing plenty right. Industry analyst firm Opus Research recently gave the companyEUs virtual agent technology the highest possible score for its conversational interface. IntelliResponse VA for Salesforce aims to kick it up a notch, helping contact center agents provide better customer service from within the Salesforce Service Cloud.

For example, the app and integration give contact center operators the flexibility to extend to any client-facing digital self-service channel -- even customer portals and communities. The software automatically matches questions with answers using patented intent-recognition technology.

WhatEUs more, the app claims to process millions of customer answers with 90 percent accuracy, while at the same time gathering customer insights that can help companies boost their sales. The technology collects real-time voice of the customer (VOC) insights straight from online customer interactions and...

Comments are closed.