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Knowledge and response management
e-FAQ®
e-FAQ not only serves your customers, it keeps your own employees better informed. In a single solution, e-FAQ gives users across your enterprise and contact center a seamless, integrated gateway to the information that drives your business. Vital, accurate, up-to-date information that employees and customers alike can query for as needed, using their choice of communications channels to ensure rapid data delivery.
The e-FAQ application uses linguistic analysis to clarify incoming questions, search for matches, and instantly reply when an appropriate match is found. e-FAQ’s Web-based e-FAQ Knowledge Manager™ simplifies authoring and centralizes administration ,reporting, and testing. e-FAQ’s built-in “WYSIWYG” editor interface and sample response templates further streamline the authoring and implementation process.
Best fits
Pre-integrate e-FAQ to the Customer Interaction Center® (CIC) from Interactive Intelligence or to the Enterprise Interaction Center® (EIC) IP PBX from Interactive Intelligence subsidiary, Vonexus. As a standalone application, e-FAQ integrates with popular SMTP/ IMAP compliant e-mail servers including Microsoft® Exchange Server, IBM Lotus Notes®, Novell® GroupWise®, Netscape® Messaging Server, and Sun iPlanet™ Mail Server.
Key benefits
Company information for employees. Self-service automation for customers. Advanced knowledge management tools. e-FAQ adds up to benefits that just make good business sense.
Faster, more accurate searches using e-FAQ’s Auto-detect Mode to choose the best search mode based on the way a query is entered and how your knowledgebase is organized.
Improved data flow and productivity organization-wide by utilizing e-FAQ as a company knowledgebase for office as well as mobile workers . P re-integrate e- FAQ to the Interaction Client® graphical user interface in CIC and EIC, or to your company’s CRM application or portal for faster data searches and responses .
Enhanced customer service by providing quick responses to inquiries via e-mail and the Web — and by pre-integrating e-FAQ with CIC for a convenient Web self-service environment that includes escalation paths to live help in your call center. e-FAQ’s reporting also lets you analyze query trends to better respond to customer needs.
A lower total cost of ownership from a single application and authoring features that turn subject matter experts into content authors, dramatically reducing the need for, and costs of, knowledge management resources.
Faster return on investment driven by a lower initial investment and minimized deployment time up front, and by service convenience that attracts customers to your business thereafter.
