SOURCE: IntelliResponse

IntelliResponse

February 20, 2014 08:30 ET

IntelliResponse Launches Virtual Agent for Salesforce on Salesforce1 AppExchange, the World's Leading Business Apps Marketplace

Most Widely Deployed Enterprise Virtual Agent Technology(1) Now Integrated With the Salesforce1 Service Cloud

TORONTO, ON--(Marketwired - Feb 20, 2014) - IntelliResponse today announced it has launched "IntelliResponse Virtual Agent (VA) for Salesforce" on Salesforce1 AppExchange, empowering businesses to connect with customers, partners and employees in entirely new ways. The new app and integration brings an enterprise-grade virtual agent technology solution to the Salesforce Service Cloud to help both consumers and contact center agents find a single right answer to their questions across digital and agent channels. IntelliResponse's virtual agent technology received the highest possible score for its conversational interface, in a recent report from Opus Research. IntelliResponse VA for Salesforce will enable contact center agents to provide better, more consistent customer service from one central location within the Salesforce Service Cloud.

Built on the Salesforce1 Customer Platform, the new social, mobile and cloud customer platform built to transform sales, service and marketing apps, IntelliResponse VA for Salesforce is currently available on the AppExchange at www.appexchange.com.

Comments on the News

  • "Customer service is a key differentiator for leading companies, and the ones that succeed provide a superior customer experience across every touch-point," said David Lloyd, CEO of IntelliResponse. "Contact 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 customers' and employees' fingertips, making every agent as good as their best agent. We are proud to partner with Salesforce1 AppExchange to deliver new customer service capabilities to companies and the customers they serve."

  • "Companies are eager to transform the way they connect with customers, partners and employees in order to ensure that they thrive in today's connected world," said Ron Huddleston, senior vice president, ISV and Channel Partners, salesforce.com. "By leveraging the power of the Salesforce1 Customer Platform, IntelliResponse provides customers with the proven social, mobile and connected cloud technologies to accelerate business success."

Connect in a Whole New Way with Social, Mobile and Connected Cloud Technologies
 
IntelliResponse VA for Salesforce enables companies to engage with customers in ways they never thought possible across web, mobile, social and agent channels. With the flexibility to extend to any client-facing digital self-service channel, including customer portals and communities, the IntelliResponse VA solution delivers one right answer to customer questions. Leveraging patented intent recognition technology, questions are instantly matched with a single, approved, correct answer. The app provides a scalable and effective self-service solution capable of processing instant responses to millions of customer questions with up to 90% accuracy. Additionally, IntelliResponse VA for Salesforce helps companies gather customer insight and drive revenue. The solution collects authentic, real-time voice of the customer insight directly from the online interactions of customers, and can also deliver highly relevant offers that lead consumers down the purchase path in real-time.

IntelliResponse VA for Salesforce also boosts knowledge management when the exact answer is not readily available. According to research from Frost & Sullivan, 60% of repeat customer service calls are due to issues in staff training or processes. The app arms contact center agents with the one right answer to customer questions while also displaying results from Salesforce articles, solutions, cases and other knowledge repositories. With this solution, companies can reduce training times, increase first call resolution, decrease lead time and increase customer satisfaction overall.

Product Key Features
IntelliResponse VA for Salesforce offers an "Ask Tab" within Salesforce to provide contact center agents with single right answers to customer questions live over the phone, through customized email responses, or on live chat. The solution provides agents with access to case session history, where they are able to see customers' past interactions with the virtual agent.

Additional Resources

About the AppExchange
The Salesforce1 AppExchange is the world's leading business apps marketplace. With more than 2,000 partner apps and 2 million customer installs it is the most comprehensive source of social and mobilecloud apps for business. The Salesforce1 Customer Platform is the new social, mobile and cloud customer platform for building next generation apps, powering Salesforce CRM, and more than 3 million custom apps built by customers and partners. Apps built on the Salesforce1 Platform can be easily distributed and marketed through AppExchange.

Salesforce, Salesforce1, AppExchange and others are trademarks of salesforce.com, inc.

About IntelliResponse Systems
IntelliResponse provides digital self-service technology solutions for the enterprise. We create profitable online conversations for our private and public sector customers around the world.

Our patented Virtual Agent solutions transform corporate websites, mobile applications, social media channels and agent desktops into world class self-service platforms. Using IntelliResponse, consumers can ask questions using natural language and get instant, accurate answers as well as targeted offers that lead them down the purchase path and improve conversion. What's more, key voice of the customer insights are captured in natural language, allowing companies to build highly detailed customer profiles over time.

IntelliResponse is the gold standard in first line customer experience, offer management and customer intelligence. Some of the world's most recognized corporate brands and public institutions trust their customer experience management needs to IntelliResponse -- including CIBC Bank, ING Direct, Charter Communications, Progress Energy, Copa Airlines, Kobo Books, Penn State University, Yale University and Harvard University Extension School.

For more information about IntelliResponse, visit www.intelliresponse.com
Join the conversation on Twitter @IntelliResponse.

[1] Customer Service Supplier and Product Update (Q2 2013), Greenhill Analysis, September 6, 2013.

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