Customer Interaction Management

Manage customer experience, the heart of customer service

Today’s customer service is more than just delivering a product or service; it encompasses listening, responding and engaging directly with customers. Managing customer experience requires being able to streamline interactions with customers, maintain a high level of customer satisfaction and hearing the Voice of the Customer.

Why Semantic Technology?

Semantic technology strengthens customer support activities by enabling users to access to all customer-related information across functional areas via simple natural language based interfaces, regardless of medium. Semantic technologies are fundamental for implementing advanced listening platforms, integrating information from the communication streams between customers and the organization (questions, emails, call center activity), from customer opinions expressed in social media, as well as intelligence on product trends and technology innovation.

Cogito provides access to important data, as well as the ability to accurately mine data for the information and sentiment necessary to transform your operations and realize significant cost savings. Cogito features:

  • Maximized intelligence throughout the customer lifecycle to reduce costs and improve customer service.
  • High-quality and easy-to-use customer self-help service via SMS, email and the web.
  • Learn from communications with your customers through traditional or social media channels.
  • Real-time market intelligence to enable greater insight, more informed decision making.