IntelliResponse Systems Inc.

IntelliResponse Systems Inc.

June 18, 2009 08:00 ET

IntelliResponse Named Customer Service Star of Q1 by the Patricia Seybold Group

Web Self-Service Leader Uses "One Right Answer" Technology and SaaS Deployment Model for Accelerated Growth in First Quarter of 2009

TORONTO, ONTARIO--(Marketwire - June 18, 2009) - IntelliResponse Systems Inc., the provider of the Instant Answer Agent, today announced that the Patricia Seybold Group, a Boston-based consulting and research firm specializing in helping Fortune 500 companies with their e-business strategies, has named IntelliResponse it's "customer service star" in its most recent quarterly report analyzing the health and success of the major software providers in the customer service technology space.

In the Customer Service Company and Product Update - 1Q2009 analysis, Patricia Seybold Group Senior Vice-President and Senior Consultant Mitch Kramer states, "IntelliResponse had its best quarter ever and prospects look good for continuing success."

The report highlights IntelliResponse as one of only two providers that outperformed during a low-growth first quarter in the KM-based customer service technology sector. "IntelliResponse continued to grow despite an economic downturn where sales cycles have lengthened as buyers became more deliberate in their decision making," adds Kramer. "Software as a Service (SaaS) deployments, such as those offered by IntelliResponse, with lower costs and faster returns, may be the key to speed these deliberations."

The report also goes on to council companies that customer service is a true "recession fighter," and that delivering excellent service across all available channels is key to customer retention, satisfaction and loyalty, as well as to reducing the cost to serve customers.

"The recession fighting benefits of strong service technology combined with the benefits of low initial costs, fast deployments and, therefore, fast returns and low ongoing costs create winning situations for SaaS customer service suppliers like IntelliResponse and their customers," concludes Kramer.

"At IntelliResponse, we believe strongly that the path to exceptional customer service begins with delivering the right information to the right customer via the channel of their choosing," said David Lloyd, President of IntelliResponse. "We look forward to continued growth as more organizations experience the benefits of delivering "One Right Answer" to their customers online and contact center inquiries."

About IntelliResponse Systems Inc.

IntelliResponse enhances the multi-channel customer service capabilities of hundreds of enterprise businesses and educational institutions. The company's Instant Answer Agent, an industry leading On Demand software platform, allows consumers on web sites and agents at contact centers to ask questions in natural language, and get one right answer - regardless of the hundreds of ways the question may be asked. With more than 200 live customer-facing implementations answering 50 million+ questions with One Right Answer, IntelliResponse is the gold standard in first line customer experience management.

Some of the world's most recognized corporate brands and higher education institutions trust their customer experience management needs to IntelliResponse - including ING Direct, TD Canada Trust, Scotiabank, Penn State University, The Ohio State University, University of British Columbia and Harvard University Extension School. For more information, visit http://www.intelliresponse.com.

About the Patricia Seybold Group

Founded in 1978 and based in Boston, the Patricia Seybold Group provides consulting, research and advisory services, peer groups, and interactive workshops. The group helps clients to design and continuously improve their customer-focused business strategies and processes using their proven consulting methodology, Customer Scenario(R) Design.

The CEO and founder, Patricia Seybold, is the New York Times best-selling author of Customers.com and The Customer Revolution. Patty's latest book, Outside Innovation, is now available. For more information, visit http://www.psgroup.com.

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