PRODUCT


REPLY-ONE – PRECISELY PINPOINTED

CUSTOMER RESPONSE INTELLIGENCE

ReplyOne is a leading software intelligence for written customer communication where large volumes are involved. Exceptional response accuracy ensures companies achieve a high level of customer satisfaction in end customer trade, contributing measurably to maximizing cost effectiveness and competitive capacity. Inquiries are responded to with perfect precision across all customer contact channels – either automated or partially automated. 


REPLY-ONE BENEFITS

EFFICIENT AUTOMATION IN RESPONSE MANAGEMENT


  • Omni-channel, all-inclusive solution: all written customer contact channels incl. social media
  • Outstanding precision in more than 40 languages, developed at the DFKI – the German Research Center for Artificial Intelligence
  • High performance capacity with flexible scalability for high volumes (customer inquiries / number of staff)
  • Absolute reliability in routing and in staff allocation
  • Simple implementation in CRM, ERP, ACD, KM and quick staff instruction
  • High level of transparency in reporting for history and real-time diagnoses, as well as for communication topics and communication volumes
  • Perfect usability with an easy-to-use interface in a total of five languages 

REPLY-ONE BENEFITS

RESPONSE TEMPLATES WITH PERFECT ACCURACY

ReplyOne analyzes precisely what is requested in written inquiries and always suggests the right answer. The very first response template can be approved and sent out by the service staff member. This accuracy in customer communication results in tremendous productivity gains, ruling out potential error sources and reliably securing a high level of communication quality – regardless of human resources or staff form on the given day.


Unique categorization algorithm

  • Language and topic recognition  in more than 40 languages
  • Analysis of more than          3,000 words per second
  • 100 % precision                      in routing and staff allocation

UNIQUE               Workflow Engine

  • Handling of one million documents per day
  • Up to 1,000 documents per minute
  • Five interface languages for simultaneous use by up to 5,000 members of staff

EXTRACT FROM OUR CUSTOMER LIST:

REPLY-HUB  |  OMNI-CHANNEL


FINALLY SOMEONE                                         YOU CAN REACH ANYWHERE.

The ReplyHub offers an all-inclusive solution for the full range of conventional and modern customer contact channels using the written word. Thanks to the ReplyHub, companies can be contacted from anywhere, regardless of customer preference. 

Whether by mail, fax or electronic message – the ReplyHub interfaces can be flexibly adapted to any individual requirements stipulated by corporate structures, contact specifications or existing IT infrastructures.


OMNI-CHANNEL – ALL WRITTEN CONTACT CHANNELS, INCL. SOCIAL MEDIA:

  • LETTERS
  • TELEFAXES
  • DOCUMENTS
  • E-MAILS
  • CHAT
  • TEXTS
  • FACEBOOK
  • TWITTER
  • WHATSAPP
  • GOOGLE PLUS

REPLY-ANALYTICS  |  ANALYSIS & CATEGORIZATION


THEY KNEW WHAT MY PROBLEM WAS RIGHT AWAY. IN A MATTER OF SECONDS.

ReplyOne features a unique categorization algorithm with highly scalable language and topic recognition. ReplyAnalytics captures more than 3,000 words per second in over 40 languages to carry out its analysis and categorization.

The solution reliably identifies the topic and content in every written inquiry and filters the information provided to achieve precise allocation. The technology was developed at the DFKI – the Germany Research Center for Artificial Intelligence – in Saarbrücken. 


SOFTWARE INTELLIGENCE – FOR TOPIC RECOGNITION IN MORE THAN 40 LANGUAGES

  • ALBANIAN
  • ARABIC
  • BELARUSIAN
  • BULGARIAN
  • CATALAN
  • CHINESE
  • CROATIAN
  • CZECH
  • DANISH
  • DUTCH
  • ENGLISH
  • ESTONIAN
  • FINNISH
  • FRENCH
  • GERMAN
  • GREEK
  • HEBREW
  • HINDI
  • HUNGARIAN
  • ICELANDIC
  • INDONESIAN
  • IRISH
  • ITALIAN
  • JAPANESE
  • KOREAN
  • LATVIAN
  • LITHUANIAN
  • MACEDONIAN
  • MALAY
  • MALTESE
  • NORWEGIAN
  • POLISH
  • PORTUGUESE
  • ROMANIAN
  • RUSSIAN
  • SERBIAN
  • SLOVAK
  • SLOVENIAN
  • SPANISH
  • SWEDISH
  • THAI
  • TURKISH
  • UKRAINIAN
  • VIETNAMESE

REPLY-LINK  |  INPUT-ENRICHMENT


GREAT, THEY MEAN ME.
                                 NOT JUST ANY ONE OF A THOUSAND CUSTOMERS.

ReplyOne can be flexibly integrated into any existing IT infrastructure – and, together with ReplyLink, genuinely enhances information networking. The solution boosts information transparency, ensuring personal and professional customer care. 

Intelligent data enrichment shows a customer’s true individual situation where a personal solution is required to resolve their issue. Better information quality means increased efficiency and above all greater customer satisfaction.


NETWORKED – FOR BETTER CUSTOMER INFORMATION AT A GLANCE

  • CRM CUSTOMER RELATIONSHIP MANAGEMENT

  • ERP ENTERPRISE RESOURCE PLANNING
  • ACD AUTOMATIC CALL DISTRIBUTION

  • KM KNOWLEDGE  MANAGEMENT
  • DMS DOCUMENT        MANAGEMENT SYSTEMS

  • AS ARCHIVE SYSTEMS

REPLY-ROUTING  |  ROUTING-AUTOMATION


THAT’S EXACTLY THE ANSWER I NEEDED.

ReplyOne’s unique workflow engine and high-capacity process architecture can handle up to one million documents a day, allowing up to 5,000 staff members to use the software simultaneously in five languages. The invisible distribution process in the background ensures that the correct response template is generated for correct staff allocation. 

The system checks the level of urgency, as well as which department or specialist is responsible and whether they are currently available. In this way, customers receive reliable responses to the issues they have actually inquired about.


THE RIGHT ANSWER – APPROVED BY THE RIGHT STAFF MEMBER RESPONSIBLE

  • RESPONSIBILITY
  • AVAILABILITY
  • URGENCY
  • ADVISORY SERVICE
  • TECHNOLOGY
  • SERVICE