Onyx is now shipping Insight version 3.0 and Email Agent, two core products in the company's Web-based integrated relationship management database Onyx eService product family.
Insight is a knowledge-based customer self-service application.
Customers can perform multiple searches simultaneously, tapping into information to solve service problems on their own. Email Agent automatically responds to customer Emails 24 hours a day.
When a customer makes an inquiry by Email, the agent assigns an incident number, replies to the customer and routes the customer inquiry to the appropriate internal representative while logging a record in the relationship management database.
Howard Hawk, Onyx's vice president of international operations, said: "Web-based products enable companies to extend and streamline service-related interaction."
Onyx also announced Process Manager, a new workflow tool that integrates with the company's Onyx Customer Centre (OCC) product. Process Manager automates escalation and workflow and is free to customers who have already purchased Customer Centre.
"Process Manager helps increase the efficiency of customer service organisations by automating incident management and ensuring that problems are dealt with in a timely manner," said Hawk.
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