PeopleSoft to Launch PeopleSoft Enterprise CRM 8.9 Service

PeopleSoft Enterprise CRM 8.9 Service significantly enhances a companys Total Ownership Experience with increased usability and scalability, delivers major advancements in email response, enables organizations to drive marketing through the contact center, and embeds PeopleSoft Prescriptive Analytics for real-time customer insight. HP, a PeopleSoft Enterprise CRM customer, participated in the hosted beta program for PeopleSoft Enterprise CRM 8.9 Service. With 8,000 service agents supporting their consumer business with their current application, HP is seeking a global call center solution that can be deployed regionally but managed from a central location using a single knowledgebase for consistent and accurate service. The company also requires a flexible, easy-to-use solution to quickly add and train partners and call center agents for world-class customer support. PeopleSofts research and development effort around improving its customers Total Ownership Experience helped guide the development of PeopleSoft Enterprise CRM 8.9 Service. Extensive collaboration and testing with PeopleSoft CRM customers resulted in numerous usability enhancements including: -- 54 percent improvement in overall call center usability (faster average time to complete key tasks) -- 167 percent increase in usability for email support agents -- 44 percent reduction in clicks required by call center agents PeopleSoft Enterprise CRM 8.9 Service drives increased productivity and service levels with the following new features: Enhanced e-Service capabilities -- Email-response agent workspace. Traditional email response solutions have been siloed systems. To respond to a customer request, service agents had to launch other applications to obtain necessary information. PeopleSoft Enterprise CRM 8.9 Service solves this disconnect by delivering an email agent workspace in which all customer information, such as case status, billing information, complaints, and order status, is consolidated in a single workspace. Agents can instantly access the information from their workspace, reducing training costs, improving resolution times and increasing customer service levels. -- Single knowledgebase. PeopleSoft Enterprise CRM 8.9 Service delivers a single knowledgebase shared by phone, email, chat and self-service support channels. As a result, agents are presented with a comprehensive and consistent view of customer information, driving fast and accurate responses through the most cost-effective channels. -- Enhanced Self Service: PeopleSoft Enterprise CRM 8.9 Service unifies query results from disparate content sources, enabling customers to enter questions and get the most relevant answers. In addition to retrieving information from the solutions knowledgebase, queries can access content from over 220 sources. This is especially critical for customer service operations that provide how to and troubleshooting guides. -- Natural Language Processing (NLP): PeopleSoft Enterprise CRM 8.9 Service offers out-of-the-box integration with the iPhrase Contact Classification Server (formerly Banter Server) through a partnership with iPhrase Technologies, Inc. This industry-leading Natural Language Processing (NLP) technology understands the content of documents, emails, and chat messages, increasing a service providers ability to quickly and accurately respond to customer requests. The technology also supports auto classification and routing of emails and chat requests to the most appropriate agent, reducing manual tasks and maintenance of routing rules. -- Improved Relevance: PeopleSoft Enterprise CRM 8.9 was designed to provide the NLP solution with corrective feedback that enables the NLP engine to get smarter over time. The result is more accurate email auto-responses, suggested solutions to agents, and cus