InstantService.com, a provider of live human interaction software for e-commerce Web sites, and YY Software Corporation,...
a privately held provider of intelligent customer interaction software, have announced a strategic partnership to provide e-CRM software.
The integration of the two products provides intelligent, rapid auto-responses and live text-based chat to e-commerce sites. YY brings an auto-response suggestion system for customer service representatives to the table, and InstantService brings automatic multi-lingual translation, e-mail management, Voice over Internet Protocol (VoIP), Automatic Call Distributor/computer telephony integration (ACD/CTI) and CRM back ends to the partnership.
YY's e-mail auto-response software intercepts questions coming from customers on the chat end, analyzes the question and suggests answers to a customer service agent, according to Myril Shaw, vice president of sales for InstantService. Agents can then choose the answer most suitable to the question, which allows the agent to be more efficient.
"YY uses linguistics analysis to analyze (questions) and provide suggested responses," Shaw said. "This gives a higher degree of accuracy and less false positives."
InstantService and YY are filling a niche that apparently isn't served by other vendors, according to Shaw. "In terms of the combination of chat and auto-suggest (of responses), we don't see (other products) doing both," he said.
The integration is aimed at two very specific vertical markets � financial services and online travel, said Shaw. "The questions that come up can be fairly sophisticated, and if you ... can do a proper analysis," customers can reach a live representative before the process becomes too frustrating, he added.
InstantService operates over an application service provider (ASP) model, eliminating the need to purchase, install and maintain on-site hardware and software.
"The ASP model is the solution of choice for the vast mid-tier of companies," which may not have the resources to implement the necessary hardware and software, Shaw said.
InstantService also recently partnered with translation software company elingo, allowing customers to chat in their native language, which is then automatically translated into the agent's language, according to Shaw. At worst, the translation is 85% correct, he said.
InstantService has partnered with other companies, including Cobweb, for an e-commerce engine; Fast Focus, for a Web site navigational tool that helps customers locate exactly what they are looking for, and TouchScape, which dynamically sorts frequently-asked questions on Web sites.
"We're focused on all of our partnerships," Shaw said.
Visit the InstantService Web site.