Exalead Blog - The blog of Exalead

Customer contact centers and web-based self service outlets face a lot of challenges.

What’s one of the big ones? Providing quality customer service quickly – and at a low cost – even as the number of interactions per week soars to hundreds of thousands.

What’s another big one? Customer data is spread all over different file types – from applications like CRM, ERP, billing, etc. to emails and web forms to voice recordings – and moves through multiple communication channels and systems inside and outside the firewall.

Faced with such a high volume of archived and real time data, contact centers need effective search solutions to process, organize, and analyze that data and provide complete, contextual information to Reps in a single access point. Talk about mission critical — search is nothing less in an industry where customers expect fast results and individual attention regardless of the communication channel.

If this challenge hits close to home, on April 2, 2009 at 11 am PT come hear Richard Snow, VP and Director of Ventana Research and Maya Natarajan, Senior Director of Marketing at Exalead, discuss how effective search can help contact centers achieve organizational efficiency.

Learn about the ways in which search technologies can improve Rep performance at the desktop and Web-based self service:

- How new search-based information mash-ups provide a 360-degree view of customer interactions from both enterprise application and web data sources
- How businesses can integrate Web-based self service with Rep performance to give real-time indications about customer intentions and respond effectively, increasing customer satisfaction
- How simple search-style text queries shorten data look-up times but enable comprehensive dashboards that improve outcomes
- How this technology can really provide improved levels of customer service and experience at lower cost.

Register for the webinar entitled “Leverage Search to Improve Contact Center Performance” here