What if you could shorten resolution time and escalations by 50%?
What if you could cut agent research time in half?
What if you could lower agent training costs by 20%?
With InQuira for Contact Centers, these kinds of results are not unusual. InQuira turns even novice agents into experts with a comprehensive knowledge solution that is fully integrated into the agent desktop. Because InQuira combines its unique ability to discover the “true intent” of each inquiry with real-time contextual data from enterprise systems, agents spend less time researching and more time answering questions. With InQuira for Contact Centers, higher agent productivity, greater first-contact accuracy, and happier customers are just a click away.
InQuira for Contact Centers—Key Capabilities
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Streamline Agent Understanding of Every Customer Inquiry
InQuira’s patented natural language processing and context-driven search predict the intent of each customer inquiry to eliminate time-consuming searches. By leveraging real-time information from the inquiry, CRM, and enterprise systems, InQuira makes it easy for agents to deliver the most accurate, relevant answer in the shortest amount of time.
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Optimize the Experience for Your Customers and Your Agents
InQuira empowers your agents to provide an experience that goes beyond your
customers’ expectations. Dynamic intelligence and guidance tailor the experience to the inquiry, adding value to each customer conversation and helping your agents become more proficient without additional training.
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Leverage the Collective Knowledge of the Enterprise
Connect agents to your company’s collective wisdom to help them deliver the best, most complete answers possible. With InQuira’s social business networking capabilities, agents can instantly tap into knowledge spread across the enterprise, easily communicate with peers and subject matter experts, and contribute their own front-line expertise.
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Optimize Operations with Deep Insight into What Customers Want
InQuira’s extensive analytics and reporting offer a complete view of each contact center interaction. Full drill-down capabilities enable thorough analysis to accurately measure the effectiveness of each interaction and identify ways to reduce research time, increase first-contact resolution, and improve the customer experience.
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To get more information, download the InQuira for Contact Centers brochure.
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