Service of a New Generation: ITyX at CallCenterWorld 2012

Posted by Andreas Klug on Feb 10, 2012, 2:02:00 PM
Andreas Klug

Introducing a New Generation Multi-Channel Response Management for Email, Letter, Web and Social Media in Berlin from 28.02. to 01.03.2012



'All Channels – One Platform' is the theme of ITyX’s presentation of its solutions modules for multi-channel response management at this year’s CallCenterWorld in Berlin. Developed in cooperation with leading universities and research institutes, the solutions analyse and understand text based content independent of language, structure and composition. They are of a new generation of intelligent software that enables the automation of processes in contact centre environments, as they learn dialogues and dynamically transfer these into knowledge. Such an adaptive approach is key to accelerate the processing of customer enquiries. Various ITyX Group companies will be represented at this year’s CallCenterWorld.

Europe’s leading exhibition for customer service, Berlin’s CallCenterWorld is approaching fast. Communication between organisations and their customers are undergoing a radical process of change. Sophisticated consumers have developed their own idea of a service economy and left behind telephone queues or long response times. They expect the right information around the clock on all channels. Customer service using email and the internet are the channels of choice for these consumers. In many industry sectors, digital mail has already overtaken the telephone as the primary service channel. The service sector is facing new challenges with the integration of social networks in future processes.

Knowledge. Learning. Automation.

ITyX’s theme for CallCenterWorld 'All Channels – one Platform' – represents the core of the Mediatrix solutions family. The modules for multi-channel response management analyse and understand text based content independent of language, structure and composition. Emails, web enquiries, letters and social media messages are predominantly distributed and processed automatically by the modules and potential responses are also suggested. They are a new generation of intelligent software that enables the automation of processes in contact centre environments as they learn dialogues and dynamically transfer these into knowledge. Such an adaptive approach is key to accelerate the processing of customer enquiries and slimming down of the service economy.

Strategic Customer Experience Management

Mediatrix solutions process emails, letters, faxes, calls, SMS, chat enquiries, FAQ and Twitter and Facebook messages. Using the central CONTEX platform, messages from all channels are analysed and routed at the best time with action recommendations to available staff in call centres and back offices.

"Nowadays it makes no difference, from which channel an organisation receives messages. The customer always expects a fast and comprehensive response”, says Süleyman Arayan, founder and CEO of the ITyX Group. "The new generation of service solutions for customer experience management therefore has to be able to capture and, as much as possible, process automatically all text information. And at the heart of this can only be an intelligent knowledge base. “

ITyX in the LiveCallCenter design by HDC

Interested visitors can also see a demonstration of ITyX solutions at the LiveCallCenter design by HDC. This year the focus will be on the WEB SCOUT. This solution enables direct contacts via chat and video with selected visitors of linked-in internet portals. The main attraction will be that by using co-browsing, customer service staff will accompany visitors on internet pages and offer instant help and support. Germany’s leading direct insurance provider, Cosmos Direkt, has successfully implemented internet advice for its existing and potential customers.

It is also planned, that ITyX Management will participate in the following presentations at the TeleTalk Demoforum at CallCenterWorld 2012 :

E-Mail-Management
Next to the telephone, email has become the most important contact channel for organisations: New products for fast response, optimum control of workloads and the development of efficient desktop work flow.
28 February 2012 10.55 - 11.35
29 February 2012 15.10 - 15.50
01 March 2012 13.30 - 14.10

Automation of the Call Centre
Intelligent solutions at the customer interface help customers to receive information quicker and to avoid call queues. New solutions from speech automation and recognition help to not overburden the customer, while reducing costs at the same time.
28 February 2012 10.00 - 10.50
29 February 2012 15.55 - 16.45
01 March 2012 11.30 -12.20

Social Media in the Call Centre
Customer communications’ 'third power' is born: Online forums, blogs and communities. New applications show how to communicate intelligently social media and how information can be generated systematically in such a way, that sales, production or marketing can use the data in a meaningful way.
28 February 2012 15.00 - 16.00
29 February 2012 10.45 - 11.45
01 March 2012 12.25 - 13.25

About ITyX:
Founded in 1996, ITyX is one of the leading solution providers in the customer care and ECM market. Based on methodologies of artificial intelligence (AI), ITyX developed the module solutions of the Mediatrix product family, that capture, analyse, classify, validate and process text based information through all channels (email, internet, letter, fax, SMS, social media).

Reputable organisations such as Air Berlin, Bosch Communication Center, DEVK, HUK Coburg, Infineon, IKEA, Samsung, Simyo, UniCredit Direkt Services rely on ITyX’s adaptive solutions when implementing their digital information and communications strategy.

www.ityx.eu