Call Center & Customer Support
for Media Solution

Customer service-especially in call centers-plays a critical role in maintaining a loyal readership and lowering subscriber attrition. By turning your customer service representatives into your best sales people you'll watch customer loyalty—and sales—keep growing even as competition gets tougher.

Endeca Call Center & Customer Support for Media enables our customers with large customer service practices to realize dramatic improvements in their customer-service operations, including faster and more effective call resolution, increased customer satisfaction, increased customer service representative productivity, and decreased training costs.

These gains are made possible by leveraging the unique capabilities of the underlying Endeca Information Access Platform (IAP) including:

A User Experience powered by integrated search, Guided Navigation, and content spotlighting. Endeca for Call Center & Customer Support for Media enables a user experience that allows any customer service representative to quickly provide the answers your customers need, no matter their skill level, even if the query was not expected ahead of time. By having the most intuitive user experience possible, call centers using Endeca also decrease training costs and minimize the learning curve for high-turnover representatives.

The ability to provide an integrated view of all data. Endeca’s unique architecture and tools suite allows you to quickly pull together any data from any system, regardless of source or structure. By integrating data from emails, .pdfs, spreadsheets, ticket tracking or order history systems, CRM systems, websites, knowledgebases, and wikis, Endeca enables CSRs to provide better and more accurate advice to customers, while also reducing average call times and time to resolve issues.

A Platform built for scale, speed, and simplicity. Endeca for Call Center & Customer Support is built on the Endeca IAP, the leading platform for building search applications. With the MDEX Engine™ at the core, you are able to leverage all your heterogeneous data. And as that data changes, and your attributes change, the MDEX Engine will automatically adapt, delivering the right user experience and an unparalleled total cost of ownership advantage.