REPLY LINK 

Knowledge, as individual
as every one of your customers

Interfaces
for additional customer data
and information

ReplyLink links and integrates information from various systems and improves the quality of information about each individual customer. The interfaces can be flexibly integrated into all existing IT infrastructures. Better quality of information means increased efficiency and above all greater customer satisfaction. This information transparently reflects the actual situation of each individual customer requiring a quick and personal solution to their inquiry.

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INTERFACES

Flexible for all
existing IT infrastructures

CRM – systems for customer relationship management

ACD – automatic call distribution systems

DMS – document management systems

ERP – planning of resources for information and communication

KM – knowledge management systems

AS – archive
storage systems

PROCESS 

The powerful technology
behind ReplyOne

The powerful technology behind the ReplyDesk graphic user interface enables the flexible scalability of all written customer communication whatever the size of the company. The inquiries of your customer, regardless of the channel used, are centralized through ReplyHub (Pos. 1). The next step is for ReplyAnalytics (Pos. 2) to analyze the content of the inquiry and assign it to the right category. With ReplyLink (Pos. 3), the data are enriched with customer information relevant for the process in order for the final step when ReplyRouting (Pos. 4) allocates the inquiry to the right agent. At the same time, ReplyRouting (Pos. 4) also sends the right response template to the agent who now has all the information at hand at the workplace to process the customer inquiry effectively.