NETTING IT OUT

IntelliResponse Answer Suite is the enterprise-class customer service offering of IntelliResponse Systems Inc., a Toronto-based software supplier. It’s a hosted multi-tenant, SaaS offering that you license via subscription. IntelliResponse Answer Suite was introduced in 2001. To date, approximately 135 customer organizations, including many universities and colleges as well as some of the largest banks, have deployed it. IntelliResponse Answer Suite 6.0 is the new and current version, the version that we evaluate in this report.

On the Customers.com Report Card for Customer Service, IntelliResponse Answer Suite exceeds requirements in support for customer activities, search, and analytic functionality. It needs improvement in escalation, notifications, and knowledge management.

The key strength and most distinguishing characteristic of IntelliResponse Answer Suite is its capability to deliver a single result, the “One Right Answer,” to the search queries that represent any and every customer question. These are questions about your business, your policies and procedures, and, of course, your products and services. These are concise, one-paragraph answers to customers’ questions. The combination is a formula for delivering excellent customer service.

Illustration 3. This illustration shows the Web page on the Union Gas Web site where customers can ask questions using IntelliResponse Answer Suite.

CUSTOMER SERVICE TO ANSWER QUESTIONS AND SOLVE PROBLEMS

Customer service products help customers get answers to their questions about your organization, your policies, and your products and services as well as to solve problems with your products and services. Customer service products help organizations deliver a cross-channel, cross-lifecycle customer service experience by providing case management and knowledge management capabilities across self-service and assisted-service channels and across customers’ activities throughout the phases of the lifecycles of their relationships with your organization.

This report presents our evaluation of IntelliResponse Answer Suite (IntelliResponse Answer Suite) 6.0, against our evaluation framework for customer service. The report has these sections:

• Introduction to IntelliResponse Answer Suite 6.0 and to IntelliResponse Systems
• What’s new in IntelliResponse Answer Suite 6.0
• Customers.com evaluation of IntelliResponse Answer Suite 6.0
• The Customers.com Report Card on IntelliResponse Answer Suite 6.0

INTELLIRESPONSE ANSWER SUITE 6.0

Delivering “One Right Answer” to Customers’ Questions

IntelliResponse Answer Suite 6.0 is the enterprise-class customer service offering from IntelliResponse Systems, Inc. (IntelliResponse or IR). Note that the firm also currently offers IntelliResponse Small Campus (irSC) to colleges and universities with 2,000 to 6,000 students and, soon, to small and mid-sized commercial organizations. Both offerings are built on the same innovative knowledge management technology base that delivers a single, best result to search queries representing the questions that customers’ want to ask and the problems that customers’ want to solve. For example, Bell Internet’s IntelliResponse Answer Suite implementation for Internet service helps customers determine things such as why the speed of their Internet connection is slow, while, at the same time, it answers their questions about the features of new products services or setup. IntelliResponse calls this search result the “One Right Answer,” and claims that, no matter how customers ask a question, IntelliResponse Answer Suite or irSC can deliver it. (We’ve seen it; the claim is valid.). The differences between the firm’s offerings are in configuration options, tools, and analytic functionality.

IntelliResponse offers subscription licenses and hosted multi-tenant, cloud-computing deployment for IntelliResponse Answer Suite and IntelliResponse Small Campus. The firm claims that a total of 134 customers have licensed both IntelliResponse Answer Suite, since its first version became available in 2001, and irSC, since its introduction in June 2010, and that these customers have deployed the products on more than 360 sites.

IntelliResponse Systems, Inc. (IntelliResponse, IR) is a privately owned firm that is based in Toronto, ON. IR was founded in 2000 and currently has a staff of 35.

What’s New in IntelliResponse Answer Suite?

We had published an evaluation of IntelliResponse Answer Suite 5.6, then called IntelliResponse 5.6, in April 2008. IntelliResponse Answer Suite 6.0 is the second new release of the product since our evaluation. IntelliResponse Answer Suite 5.9 was introduced in March 2009. Significant new capabilities have been added in both releases...

Contact Info:
IntelliResponse Systems, Inc.
425 Adelaide Street West, Suite 200
Toronto, ON M5V 3C1
David Lloyd
CEO
Phone: (416) 214-9337
Email: david.lloyd@IntelliResponse.com
Internet: http://www.IntelliResponse.com