TextWise Releases New Search App for Call Centers
The app matches inbound customer queries to relevant resolutions across multiple knowledge bases in the service cloud.
Posted Sep 1, 2011
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SAN FRANCISCO (DreamForce 2011) -- TextWise has released One-Click Findability on the Salesforce.com AppExchange.

With TextWise semantic search technology, customers can reduce the time a call center agent spends on a call by 25 percent and increase the number of calls deflected from the call center to customer self-service.

TextWise facilitates linking customer queries to resolutions with its patented contextual approach. Built using Force.com, the social enterprise platform for employee apps, One-Click Findability is immediately available immediately.

"Our One-Click Findability App enables near-effortless search for call center agents and self-service customers across the enterprise and the Web," said Connie Kenneally, president of sales at TextWise. "Our patented semantic search eliminates the need to perform repetitive searches to resolve customers' questions, hence reducing call center cost and customers’ time."

The TextWise One-Click Findability App supports all verticals and offers access for both call center agents and customer self-service. The app offers improved searching to quickly find resolutions for customers across repositories. It allows for the viewing of result sets from different sources of information, regardless of whether that information is contained within Salesforce knowledge bases or in other repositories. These results can be viewed as federated result sets for unified repositories, or faceted result sets for a single repository. Finally, the One-Click Findability App enables call center agents to specify and access continuously-updated external content from the Web through RSS feeds.

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