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InQuira Customer Experience Services (ICES) is a value-added service offering that provides expert resources focused on optimizing and
enhancing your InQuira implementation. ICES delivers proactive, strategic business insights, as well the technical expertise to maximize system uptime. This improves your overall search and knowledge management experience, lowers total cost of ownership, and increases return on investment.
Your ICES team includes two or three InQuira experts (depending on service level chosen), delivering three separate InQuira competencies working in concert:
Bi-Monthly Application Tuning and Analytics
- In-depth review of data from InQuira Analytics every two months to identify user behavior trends, content gaps, and poorly performing queries.
- Help with grading configuration, dictionary maintenance, tuning, and scheduled updates for InQuira software components.
- Modifications to InQuira’s dictionary, rules, managed answers, intent responses, and knowledge management system.
Quarterly Reviews and Business Insights
- Tuning summary, user behavior trends, content usage trends, customer experience and business effectiveness improvement recommendations, on-going process improvement, and search performance review.
Technical Expertise (Premium ICES only)
- Assistance with application maintenance procedures including configuration, custom/integration code, user interface changes, and diagnostic services.
- Assistance with implementing application upgrades, updates, and patches.
- Provide training and enablement assistance for changes and modifications to the application and operations management functions for customer InQuira technologists.
- Application monitoring, operational status reporting, and analysis and fault recovery.
- Assistance with resolution of critical issues.
To learn more, please download the ICES data sheet.
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