5 April 2011

ITyX acquires VERA Response Software

This acquisition rounds off the AI response management specialist's Enterprise 2.0 software portfolio with an entry-level solution.

ITyX has just announced the acquisition of VERA. The solution "Virtual Email Response Assistant" - in short, VERA - is one of the market leaders in the middle market IT segment. VERA has more than 60 installation in Germany and other European countries. With this acquisition, the ITyX Group expands its enterprise solution portfolio with an 'entry-level solution' in an IT growth sector.

The workflow based email respone management system VERA distributes incoming email messages automatically according to language and content and routes it according to skills to available staff for further processing. Structured workflows, response suggestions by the system and intelligent interim messages support organisations in any sector and any size to react efficiently to incoming digital communication.

"We will expand VERA to a universal entry-level solution for medium sized organisations in any sector," commented ITyX founder Suleyman Arayan. "Digital communication channels have become more complex with email and social media. ITyX is now also able to offer cost efficient communication solutions to small and medium-sized online retailers."


6 March 2011

Customer Experience Management: ITyX launches Initiative for Customer Service 2.0

The interactive website fahrplan2null.cc demonstrates the relevant aspects of modern customer communication and profitable customer experience management.


At CallCenterWorld 2011 ITyX launched a new Initiative for Customer Service 2.0 On the interactive pagewww.fahrplan2null.cc, whcih is in the style of a line network, new aspects of the communication between consumer and brand are picked up and evaluated.

The new methods and media, that are now available, range from 'auto response' to 'twitter', which in the next few years will take a more prominent role in the interaction and relationship between customers and organisations. "By the end of this decade, our current benchmarks of a traditional service economy will have been overtaken." ITyX director Andreas Klug explains the reasons for the start of the sector initiative. "Open communication via digital channels and social networks will take over from service hotlines."

At the service industry event in Berlin, social media was the key topic. Organisations such as service providers looked for suitable strategies to integrate the new media seamlessly into their communication processes. "There is a dark cloud hovering about the sector - an noby really knows how they will deal with the change in climate," adds Klug, "But it will happen."

According to ITyX, many organisations have learned about the opportunities to professionally service customers via social networks such as Facebook and Twitter. Another key topic was the creation of customer loyalty. "In future it will play a major role. Brands and service organisatins will establish and nurture loyal relationships with those customers that have a significant influence on the purchasing behaviour of other users."


6 January 2011

New Multi-Channel Platform from ITyX

Their latest product release enables strategic communication management for service experiences via email, call, letter and web.

ITyX, the technology provider for self-learning input and response software solutions, has announced the release of the new version 2.0 of the Mediatrix Communications Platform. The multi-channel solution and related modules of the Mediatrix product family will be presented to the public for the first time during CallCenterWorld 2011. In addition to automated processing of incoming customer correspondence via email, letter and social media, ITyX also offers a central knowledge base, which can be used for all communication channels. Dynamic Artificial Intelligence (AI) processes enable automated suggestive responses via web FAQ pages, or ‘self service’ options, and the pro-active contact with selected visitors of internet portals via online-chat and co-browsing. "We regard the release of version 2.0 as a milestone,” says Süleyman Arayan, founder and chief executive of ITyX. "We create for our customers completely new possibilities to handle document processes. We are not aware of any technology platform in the customer experience and input management industry that brings together all service channels in a comparable way – in particular social networks – using a central, adaptive knowledge base.” The new solution allows medium to large organisations to process fully automated incoming messages independent of their structure, source or language on the basis of an adaptive knowledge base and work flow components.

ITyX auf der CallCenterWorld 2011
22 to 24 february 2011
Estrel Convention Center, Berlin
hall 4 stand D9

For FREE entry to CCW or to request a consulting appointment, contact us!

Our team looks forward to your visit. Arrange a consulting appointment via email or by telephone +49 2203.899870.

You still require an entry ticket? You can request this here.


6 January 2011

Customer service 2.0: ITyX lights an innovation firework at CCW 2011

Customer oriented transaction processing and customer experience management take centre stage during ITyX’s show during Call Center World in Berlin.

TyX welcomes you again to the 13th International Congress and Exhibition for Customer Experience Management. This year sees ITyX light up the arena with a dazzling display of innovations for the management of your customer interactions. See our innovation fireworks by visiting ITyX in hall 4 stand D9 and find out more about the modular Mediatrix platform for input and response management. Strategic Customer Experience ManagementTheir Mediatrix solutions are based on adaptive AI-methodologies and enable your organisation to analyse, prioritise and efficiently process customer interactions using email, letter, call, fax, SMS, chat, FAQ and social media. Customer-oriented Transaction Processing Through the new ITyX Social Customer Score process you can now rate your existing and potential customers as opinion formers on the social web during transaction processing. This new scoring process will be presented for the first time at Call Center World 2011. Intelligent Service ExperiencesWith Social Media Integration, ITyX offers your service organisation the opportunity to build a bridge between traditional multi-channel management and the increasingly networked customers. Automate trivial requests and focus on the creation of active service experiences in real time: via automatic FAQs (Mediatrix SELF SERVICE), targeted advisory services using Online-Chat (Mediatrix WEB SCOUT) and communication via Twitter and Facebook using Mediatrix COMCRAWLER.

ITyX at Call Center World 2011 22 to 24. February 2011
Estrel Convention Center Berlin
Hall 4 Stand D9
Hallplan ITyX at CCW 2011

For FREE entry to CCW or to request a consulting appointment, contact us!

Our team looks forward to your visit. Arrange a consulting appointment via email or by phone +49 (0)2203.899870.

You still require an entry ticket? You can request this here.

TeleTalk Demoforums

No other exhibitor is represented in so many different solutions categories at the Berlin show.
Visit ITyX at the following Tele Talk Demoforums:

Email-Management: Next to the telephone, email is the most important contact channel for organisations: New products for fast response, optimum management of capacities and the creation of efficient processes at the desk top.
23.02. 10:55 – 11:55
24.02. 14:45 – 15:55

Self Service: Intelligent solutions at the customer interface help the customer to find information quicker and avoid waiting loops. New solutions from speech automation and recognition avoid overburdening the customer and at the same time reduce costs.
23.02. 14:45 – 15:45
24.02. 11:05 – 12:05

Social Media: A new power in customer communication is born; online forums, blogs and communities. New applications show how people communicate nowadays using social media and how information can be systematically generated so that they can be used meaningfully in sales, production or marketing.
23.02. 15:50 – 16:50
24.02. 10:00 – 11:00