Call Center & Customer Support Solution for Manufacturing

Customer service-especially in call centers-plays a critical role in maintaining customer loyalty as competition grows and the volume of enterprise content continues to increase exponentially. The challenge is compounded with information spread across multiple disconnected systems within the enterprise, often with no easy way to navigate the data in these various systems.

For manufacturers who are often the ultimate and only sources of rich technical attribute information, providing this critical data to front line representatives in a way that can be accessed at the speed of thought is essential to first class customer support.   And the complexities of managing this information across all lines of business, combinational product configurations and language  requires a guided navigation approach that can support millions of product configurations by the most inexperienced team member. 

Endeca for Call Center & Customer Support enables leading organizations such as 1-800-FLOWERS and PC Connection to realize dramatic improvements in their customer-service operations, including faster and more effective call resolution, increased customer satisfaction, increased customer service representative (CSR) productivity, and decreased training costs.

These gains are made possible by leveraging the unique capabilities of the underlying Endeca Information Access Platform (IAP) including:

A User Experience powered by integrated search, Guided Navigation, and content spotlighting. Endeca for Call Center & Customer Support enables a user experience that allows any CSR or business analyst to ask and answer any question, no matter their skill level, even if the query was not expected ahead of time. By having the most intuitive user experience possible, call centers using Endeca also decrease training costs and minimize the learning curve for high-turnover representatives.

The ability to provide an integrated view of all data. Endeca’s unique architecture and tools suite allows you to quickly pull together any data from any system, regardless of source or structure. By integrating data from emails, .pdfs, spreadsheets, ticket tracking or order history systems, CRM systems, websites, knowledgebases, and wikis, Endeca enables CSRs to provide better and more accurate advice to customers, while also reducing average call times and time to resolve issues.

A Platform built for scale, speed, and simplicity. Endeca for Call Center & Customer Support is built on the Endeca IAP, the leading platform for building search applications. With the MDEX Engine™ at the core, you are able to leverage all your heterogeneous data. And as that data changes, and your attributes change, the MDEX Engine will automatically adapt, delivering the right user experience and an unparalleled TCO advantage.