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The Challenge
For all the advancements in online channels of service and support, there are still an array of customers, requests, and scenarios that require agent-assisted support. How can today’s support organizations, which are under constant pressure to reduce costs, continue to deliver quality agent-based support services while better optimizing agent efficiency?
The Solution
InQuira equips call agents with the power of knowledge—enabling them to simultaneously understand and better respond to customers. With InQuira, call agents get access to data from all relevant repositories, along with an ability to instantly find the specific resources the customer needs—all from their existing system. That’s why leading enterprises like 3M, Pitney Bowes, Fidelity, Nationwide, Nokia, and many others rely on InQuira to deliver the information that fuels their call center operations.
The Benefits
InQuira delivers significant bottom-line benefits to enterprise contact centers. With InQuira’s leading solutions, organizations can:
- Improve service levels. Armed with the right information at the right time, contact center agents can more effectively respond to customer’s needs—and improve satisfaction and sales, while reducing churn.
- Boost efficiency. By facilitating better information sharing, and reducing the time it takes to find the right resources, organizations enjoy improved productivity from each agent.
- Increase call deflection. When integrated with InQuira’s Web self-service capabilities, organizations can deliver the optimized online interactions that resolve more customer issues, more effectively, resulting in fewer calls into the contact center—and reducing the costs and time of agent-based assistance.
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