numero uno has evolved from our first generation customer interaction application – SmartAgent.
The SmartAgent application was designed and built as an email management solution, intended to optimise and automate email response to unsolicited transactional emails in the contact centre. These many and varied unsolicited emails (on subjects such as ‘where is my order’, ‘cancel my subscription’ and ‘change my address’), proved a major headache as manifested by slow response times and customer dissatisfaction with email as a customer service channel.
The success of SmartAgent is now legendary and the solution delivered class-leading performance and unrivalled business benefits by exploiting our proprietary Natural Language Processing (NLP) technology. Given the popularity of SmartAgent, the natural evolution (driven by the needs of our corporate clients) extended its use to include all inbound and outbound channels (such as phone, text, correspondence, XML, web forms and more).
In 2006, building on this heritage, we created a solutions roadmap for numero uno with a clear vision for a software platform able to deliver the ultimate customer experience and journey. The numero uno platform is now a reality built on:
- Our proven ability to interpret and handle complex tasks and messages through our Mentarte technology
- Our proven ability and track record in anticipating and meeting the evolving needs of leaders in the customer service world
Print This Page
