iPhrase Technologies, Inc., a provider of search and customer interaction solutions, has announced that PeopleSoft has licensed the iPhrase Contact Classification Server (ICCS, formerly known as Banter Server) for integration into PeopleSoft Enterprise CRM 8.9. Together, the companies hope to provide users with a solution that optimizes customer interactions, saves time, and ensures consistency across multiple service and support channels and applications. iPhrase and PeopleSoft expect the joint technology integration to improve the customer experience by automating online communication and enhancing self-service and agent-assisted service.
ICCS offers natural language functionality for multi-channel customer interactions. ICCS is designed to understand the intent of dynamic and informal communications such as email, chat sessions, and free-form self-service queries. The product also has the ability to learn in real time from customer and agent interactions and increase its accuracy over time.
iPhrase develops solutions for financial services, manufacturing, high technology, retail, and travel and leisure. The products address business challenges across the enterprise including customer and employee service and support, email deflection, contact center management, commerce, technical support, and customer analytics.