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"Indecomm helped us by providing solutions to support remittance processing and electronic check clearing services. Their effort resulted in significant reduction in people & operational costs; the solution also helped us reach out to new markets & clients." Business Manager, Cash Management, Leading European Bank |
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| Technology Platforms >>Tools and Trackers | Pay Loc Pro | Customer Query Resolution System (CQRS) | |||
| The CQRS is Indecomm’s sophisticated CRM solution for non voice customer communication management. Non voice customer communication support in any service organization comprises multiple mediums such as emails, faxed queries and feedback forms. The CQRS is a robust customer relationship management solution that integrates these multiple mediums of customer communication to provide a one-stop solution for all non voice customer support. The CQRS has sophisticated workflow engines that automate information extraction with advanced neural network algorithms. The CQRS also has in-built KM tools that convert customer data into valuable account information. This provides the management valuable data for decision support, while enabling superior customer service. The CQRS comprises an image based customer query response system with support for mediums such as E-mail and Fax. CQRS supports automated data gathering; it also has in-built intelligence systems that understand the meaning, content and context of every customer communication. CQRS uses neutral network techniques to extract the relevant information from documents. Using preset rules for routing and notification, and information and knowledge extraction engines, CQRS mines the relevant customer data. The information extracted, from structured and unstructured documents, is processed based on its content and context. The extensive automation of query classification minimizes manual intervention. Users can then work towards resolving issues – CQRS provides the entire customer history, including data from previous interactions to help in resolution. CQRS also creates warnings and escalations in case of delays in resolution. The processed information is imported to an automated letter generator based on the inputs from the resolution officer. The communication is validated for relevance, and in case of inconsistencies, rerouted to the resolution officer for further clarifications. The final communication is sent across to the client in the requested medium.
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