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Intelligent customer service solution for all written contact channels.

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Highly efficient multi-channel management for written customer service

ReplyOne is an intelligent contact center software application that enables you to provide impeccable customer service and an excellent customer experience across all written communications channels. We have combined sophisticated artificial intelligence and more than 20 years’ experience in the customer service sector in a single solution to optimize your service processes, give your service employees the best possible support and tap the potential of automation in your customer service team.
 

ReplyOne makes it easy to provide excellent customer service. ReplyOne centralizes all written communication channels in one clear, easy-to-use interface. ReplyOne analyses and interprets the content of each customer request, identifies a template response with the right solution in real time and allocates the case to a suitable service employee.

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Boost customer satisfaction with ReplyOne
The artificial intelligence behind ReplyOne is uniquely precise. The sophisticated language and topic identification system identifies the enquiry topic precisely in more than 70 languages and always provides the right answer.

Reduce complexity with ReplyOne
ReplyOne combines all written channels that customers use to submit enquiries in a clear user interface. This means your service employees always maintain an overview.

Tap the potential of automation with ReplyOne
You determine which enquiries should be answered fully automatically and which topics need a service employee to check the response. In any case, you can rely on ReplyOne to precisely identify the topic of each enquiry.

A selection of our customers:

PRODUCT BENEFITS

ReplyOne makes your customer service more efficient than ever before

ReplyOne interprets the content of each customer request, identifies a template response with the right solution in real time and allocates the case to a suitable service employee.

Check it. Approve it. Send it.

Artificial intelligence for flexible automation

ReplyOne uses sophisticated, vector-based machine learning algorithms and statistical methods to precisely identify service topics. This means you can flexibly automate service processes without negatively impacting on customer experience.

Faultless, friendly responses in over 70 languages

ReplyOne speaks your customers’ language. It can process enquiries in over 70 languages. ReplyOne reliably identifies the correct language and always gives the appropriate, quality-controlled answer.

Multi-channel functionality for centralized service management

ReplyOne is clear, concise and easy to use. Enquiries from all written communication channels are processed in a central user interface. Your service employees will soon familiarize with ReplyOne and be productive straight away.

Enterprise architecture for seamless integration

ReplyOne’s enterprise architecture and pre-defined interfaces provide a 360° view of your customers. It can also seamlessly integrate CRM, ACD, ERP and PIM systems as well as knowledge banks and archiving systems.

Scalability facilitates flexible growth

ReplyOne is easy to scale up and thereby adapts to your company as it grows. It’s perfect both as a small-scale installation for just a few service employees and as a cross-location enterprise solution with more than 5,000 simultaneous users.

Transparent reporting for targeted optimization

ReplyOne is uniquely transparent. Thanks to the open reporting database and numerous reporting functionalities, you can access exactly the data you need to control and optimize your customer service.

Multi-client capability for a perfect service

ReplyOne is uniquely flexible. Individual countries, corporate divisions and different companies can be set up as clients and managed centrally. ReplyOne automatically identifies the right client.

RESPONSE MANAGEMENT WORKFLOW

High productivity with ReplyOne process automation

Your customers make enquiries over different communication channels

Customers use whichever available channel they prefer to contact the service center.

Enquiries collected in multi-channel hub

ReplyHub collects and centralizes all customer enquiries, regardless of the communication channel they arrive on.

Content analysis and response proposal

ReplyAnalytics is an artificial intelligence that identifies the content of the enquiry, allocates it to the right category and identifies a suitable response proposal.

Enrich customer data

ReplyLink enriches existing customer data with additional information from different company systems, such as a CRM system. ReplyLink extracts all information key to completing the process.

Forwarding to the right service employee

ReplyRouting forwards the case to the right service employee, taking into account their qualifications, responsibilities and availability as well as the urgency of the case.

Checking and approval

ReplyDesk is a clear, concise and intuitive user interface to show service employees enquiries from different communication channels and allow them to check the proposed response before approving or editing it.

Dashboard for analysis and steering

ReplyControl provides total transparency over all service processes, the status of KPIs and customer enquiry topics and volumes. Users can also access it from mobile devices, such as smartphones, tablets and smartwatches.

MULTI-CHANNEL MANAGEMENT

ReplyOne maintains valuable customer relationships across all written channels

Thanks to the unique precision of ReplyOne, you can rely on outstanding communication quality across all channels, including email, chats, social media, WhatsApp, SMS, letters and any other communication channel you wish to cover, thereby ensuring satisfied and loyal customers.

USER TESTIMONIES

What our customers have to say


We now have a truly professional solution at our disposal for our customer service work that will enable us to continue to grow – the onus is now on us to further optimise our service."
Romeo Bucher
Head of Customer Care at Swiss Bankers Prepaid Services

Because of our years of experience with the system, we were able to put it into operation at our foreign sites within four weeks."
Henning Ahlert
Chief operations/customer care officer
1&1

Thanks to ReplyOne, we are able to handle a considerably greater volume of e-mails, respond more quickly to customer inquiries and improve response quality, all with fewer staff members."
Thomas Stürmer
Head of IT at CosmosDirekt

The solution has always satisfied our not exactly modest demands."
Thomas Campen
Head of Customer Care Management at bonprix

The induction process couldn’t have gone more smoothly. Even service employees who have been with us for years and who had no experience of such solutions quickly found their way around the solution."
Bettina Gnad
Head of Customer Service Department at Peter Hahn

Sematell was quick to deliver the necessary plug-ins and supported us in troubleshooting."
Uwe Karbole
Team Leader Customer Service

The solution is so flexible that we can map our service organization and our ‘different’ way of working. What is more, the user interface is structured based on conventional office mail programs, which meant that our consultants were able to find their way around the system very quickly."
Bastian Seibt
Senior Business Development and Operations Manager

ReplyOne has fully met our expectations for optimizing our processes in written customer service while maintaining the same high quality standards when responding to inquiries."
Roberto Zanella
Team Leader of the call center’s back office

While Sematell receives challenging demands from clients such as bonprix and Deutsche Bahn, the team also independently generates and integrates new ideas in ReplyOne."
Franco Aleo
Managing Director of PVS Relationship Services
and Chief Business Development Officer of ZENIT X
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So, what could ReplyOne do for your customer service team?

Our online demo allows you to cast your eye over ReplyOne with no obligation to proceed. You’ll get a concise overview of the capabilities of our customer service solution in under 30 minutes.