Intelligent knowledge and response management
Whether self-service customer inquiries or inter-office data access for employees, e-FAQ drives information across your organization for rapid, on-demand delivery via e-mail and the Web.

For knowledge management and email/web auto response processes, use e-FAQ with the Customer Interaction Center® (CIC) or Enterprise Interaction Center^® (EIC) software, or as a standalone solution with SMTP/IMAP compliant e-mail servers including Microsoft® Exchange, IBM Lotus Notes®, Novell® GroupWise®, Sun iPlanet™ and others.

• Process more than 1 million queries per day, from customers as well as employees
• Host multiple FAQs and thousands of entries using one or multiple e-FAQ servers
• Combine e-FAQ with CRM applications and portals to speed data searches and responses
• Manage specific FAQs at individual user and group levels
• Support multiple languages, including Spanish and Japanese
• Track query and response activities using web-based reports for Workflow, Usage History, Query Search and other results

Intelligent response authoring and analysis
In one process, e-FAQ uses linguistic analysis to clarify incoming questions, search for matches, and instantly reply when an appropriate match is found. e-FAQ’s inherent web-based Knowledge Manager application also centralizes authoring, testing and administration, while a built-in editor interface and intuitive templates simplify response implementation for users at any knowledge level.

Hosted SaaS or premise-based solution
Different contact centers have different needs. Interactive Intelligence helps you improve first interaction resolution in your contact center by offering our all-in-one solution as either a premise-based solution or as a hosted Software as a Service (SaaS) offering. Get the right answer to your customer the first time, in whichever deployment model makes the most sense for you. Your choice.

Key benefits
From self-service automation for customers to company information for employees, e-FAQ’s advanced knowledge management tools allow any organization to:

• Make query searches faster and more accurate with e-FAQ’s auto-detect mode
• Enhance customer service with quick responses to inquiries via e-mail and the Web
• Improve data flows, and productivity, organization-wide
• Quickly analyze query trends to better respond to customer needs
• Lower the cost of knowledge management with a single application and no need to train knowledge authors in complex tagging or other development languages