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e-FAQ enables the rapid retrieval and sharing of information for knowledge management needs such as self-service customer inquiries and inter-office data access for employees. The eFAQ solution drives information across your organization with rapid, on-demand data delivery via web interface or email.
Organizations using the Customer Interaction Center™ (CIC) software from Interactive Intelligence can easily add e-FAQ for knowledge management, with the e-FAQ web browser and interface embedded into the CIC .NET desktop client. Or implement e-FAQ as a standalone solution. e-FAQ is designed to work with SMTP/IMAP compliant e-mail servers including Microsoft® Exchange, IBM® Lotus Notes®, Novell® GroupWise®, Sun iPlanet™ and others.
e-FAQ uses linguistic analysis to clarify incoming questions, search for matches, and instantly reply when an appropriate match is found. Using e-FAQ’s inherent web-based Knowledge Manager application, organizations easily centralize authoring, testing and administration, while a built-in editor interface and intuitive templates in e-FAQ simplify response implementation for users at any knowledge level.
- Host multiple FAQs and thousands of entries using one or multiple e-FAQ servers
- Enhance customer service with quick responses to inquiries via e-mail and the web
- Offload repetitive manual query tasks so agents can address higher-priority service issues
- Combine e-FAQ with CRM applications and portals to speed data searches and responses
- Simplify searches to deliver accurate responses the first time — user adoption rates go higher, and call times get shorter
- Manage specific FAQs at individual user and group levels
- Track query and response activities using e-FAQ’s web-based reports for Workflow, Usage History, Query Search and other results
- Quickly analyze query trends to better respond to customer needs
- Maintain information in languages that include Spanish, Chinese and Japanese