iPhrase Expands OneStep Platform With Introduction Of OneStep Solution Suite
Award-Winning Solutions Designed To Increase Self-Service Adoption And Improve Call Center Productivity
April 4, 2005
BEDFORD, Mass – April 4, 2005 - iPhrase® Technologies, a leading provider of adaptive search solutions for eBusiness and eService, today announced the extension of its award-winning OneStep® platform, introducing the OneStep Solution Suite, a series of five online solutions designed to increase self-service adoption and improve call center productivity across the enterprise. Leveraging the success of its OneStep offering to over 100 direct customers, the new packaged solutions help companies increase sales, optimize service and reduce support costs by enabling people to quickly and easily find answers, make purchases and solve problems.
The OneStep Solution Suite addresses the unique challenges that companies face in offering comprehensive, effective eBusiness and eService experiences across multiple interaction channels. Today, many organizations maintain disjointed systems to deliver self-service, online help, and live agent assistance; and many customers are dissatisfied with the quality of their overall experience.
“Companies that want to improve service levels must evolve their capabilities to meet customer demands,” said Allen Bonde, President of strategic advisory firm ABG, Inc., the leading authority on web self-service strategy and best practices. “Increasingly, companies not only need to offer users a choice of interaction channels – but also provide them with control over how, when, and why contact is made and a seamless escalation path from self-service to assisted service interactions. iPhrase OneStep offers solutions that effectively answer these growing needs.”
iPhrase OneStep has been used across the enterprise to address problems by providing customers, partners, and employees with an unmatched ability to find information.
As the company has evolved, it has applied those learnings into pre-packaged solution templates and product integrations for specific business problems it has seen repeatedly to allow customers to accelerate their time to market. The net benefit is that customers can more quickly increase their sales, improve satisfaction, reduce calls and emails, and speed resolution time.
The strategy to move from the adaptive search platform to broader solutions-based offerings is a natural outgrowth of the companies` leadership position in this space. In fact, iPhrase was recently among the select companies that Forrester invited to participate in its Q1, 2005 eService Wave report. In this evaluation, iPhrase was cited as a leader, iPhrase also received high scores in search technology as well as reporting and analysis.
“The introduction of the OneStep Solution Suite takes our OneStep platform to the next level, providing our customers with solutions that will help them optimize the user experience and extend their current investments in CRM, enterprise portals and content management,” said Tony Frazier, SVP, Marketing and Products. “Each of the OneStep solutions offers all the benefits of our patented platform combined with industry and technology best practices – offering our customers better performance and measurable results from day one.”
The new solution suite is an extension of the OneStep platform and its award-winning patented, adaptive search technology which allows people to quickly and easily find pertinent information, based on an unparalleled understanding of who the users are and what their inquiries mean. Additionally, OneStep’s plug-and-play functionality provides companies with a complete solution for managing the end-user experience without having to incur costs associated with content creation, programming or data migration.
OneStep Solutions seamlessly blend effective self-service with proactive agent assistance to benefit customers in a variety of industries such as Financial Services, Technology and Manufacturing, Healthcare, Travel and Leisure, and Retail.
Solution Description
Key elements of iPhrase’s OneStep Solution Suite include —
eBusiness Solutions:
• OneStep InterAct - Instantly increase adoption of self-service portals by allowing customers, partners, and field employees to easily locate enterprise-wide information personalized to their specific needs given their rights, preferences, and behavior.
• OneStep Commerce - Increase sales conversion rates, grow order size, and improve customer loyalty by enabling dynamic merchandising catalog and related sales literature on the web with this customizable sales and merchandising solution.
eService Solutions:
• OneStep AgentKM - Increase agent productivity and first-call resolution by enabling agents to efficiently locate resources within their preferred desktop environment with this innovative solution that effectively balances knowledgebase management with enterprise content re-use.
• OneStep ContactUs - Automatically respond to online support requests in real-time to speed resolution and prevent costly and unnecessary escalation to the contact center with this email and case management support solution.
• OneStep WebResolve - Increase online resolution of support issues and seamlessly manage escalation when live assistance is required with this online customer support solution that provides unified access to web, knowledgebase, and CRM repositories.
What Customers Are Saying
“Improving self-service on our online support site was a key goal for Netegrity, which iPhrase`s WebResolve solution helped us meet,” said Todd Clayton, director of business systems at Netegrity. “We have also deployed the AgentKM and ContactUs solutions to improve our agents` performance and automate web cases. The three eService solutions work well together to provide our customers with a great experience no matter what support channel they come through.”
Availability and Compatibility
iPhrase OneStep Solution Suite is available now and compatible with version 4.7 and higher of the OneStep Platform. The OneStep Platform integrates with a variety of CRM, Enterprise Portal, and Content Management systems. For more information on the OneStep Solution Suite and OneStep Platform please visit www.iphrase.com.
About iPhrase Technologies
iPhrase is a leading provider of innovative eBusiness and eService solutions that help companies leverage content across the enterprise to increase self-service adoption, and improve call center productivity. The company`s award-winning solutions help companies increase sales, optimize service, and reduce support costs by enabling people to quickly and easily find answers, make purchases, and solve problems. More than 200 companies including Countrywide Financial, Gateway, National Semiconductor, Neiman Marcus, and Netegrity use OneStep Solutions to add millions to their bottom line by reducing costs, increasing revenue and improving satisfaction among customers, partners and employees. For more information, visit www.iphrase.com or call 781-533-7300.
Contact:
Elisa Logan
Director, Corporate Marketing
iPhrase Technologies
781-533-7343
elogan@iphrase.com
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