Prospect / Customer Management and direct channel efficiency

In order to reduce the cost-to-serve of current customers and better manage the potential customer who visits the internet web site, by increasing and maintaining a homogeneous service level between different channels and boosting, at the same time, lead generation opportunities, E*Finance Consulting Reply offers a solution based on:

• The adoption of semantic analysis technological tools able to:
  –   Automate, partly or fully, the direct contact management process (mail, telephone),
  –    Increase content self-service use by the Client and the Operator/Manager


• The systemization of internal information, by optimizing format and content and constantly updating the business Knowledge base.

In particular, the solution allows:

• Automatic classification and routing of incoming mails, based on the understanding of the meaning and of priority/criticity;
• Automatic suggestion, by the semantic engine, of e-mail answers built on the basis of duly set-up “knowledge units” or by extracting information from the Bank’s internal documentation and data bases;
• Extension of the semantic search in natural language to Contact Center Operators, in order to gather real time information from the Company’s internal knowledge base;
• Introduction of interaction technologies within the internet site (both in the public as well as in the private area), aiming at developing self service use by clients/prospects, in order to reduce contact time with Contact Centers/Help Desks.