Smart Information Management Software from Empolis will form the core of the new highly scalable cloud solution "fintelligent" used by arvato Customer Services. Introducing fintelligent will considerably improve and speed up the service quality in the sales or consultation process.
Using adaptive decision trees, the new solution provides structured knowledge and consulting expertise to the staff in the service center. Unstructured data, such as texts located in a variety of IT systems and company applications, forms the basis for this knowledge. The fintelligent search is capable of transforming this unstructured data into "smart information" using semantic tags, and of conducting analyses on the basis of emerging structures. This content-based indexing of large quantities of data is reliable and highly performant, even when processing billions of documents. This means that the staff in the service center always have precisely the relevant information that they need to perform their tasks in a given situation to hand, and are able to offer the customer the best advice.
"We have opted for fintelligent based on Empolis software because it perfectly supports our strategy on innovative knowledge management," explains Christian Buschmeier, CEO of arvato Customer Services. "This solution reduces operating and process costs for companies, means that they are able to benefit from technical innovation and increases satisfaction among customers and clients."
"The strategic partnership between arvato Customer Services and Empolis brings together two international players with high quality standards and extensive experience in the service market," adds Dr. Stefan Wess, CEO of Empolis Information Management GmbH.
The solution will be presented to customers for the first time at CallCenterWorld being held from February 26 to 28 in Berlin (hall 4, booth F10/G9).
About arvato AG
The arvato AG is a leading European BPO (Business process outsourcing) provider. More than 63,000 employees design and implement bespoke solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services.
As a leading CRM service provider in Germany, the business unit arvato Customer Services provides individual solutions in all areas of customer communication. Today the service centers of arvato operate in 30 languages and employ all available communication channels to serve approximately 35 million consumers and business customers.
Using adaptive decision trees, the new solution provides structured knowledge and consulting expertise to the staff in the service center. Unstructured data, such as texts located in a variety of IT systems and company applications, forms the basis for this knowledge. The fintelligent search is capable of transforming this unstructured data into "smart information" using semantic tags, and of conducting analyses on the basis of emerging structures. This content-based indexing of large quantities of data is reliable and highly performant, even when processing billions of documents. This means that the staff in the service center always have precisely the relevant information that they need to perform their tasks in a given situation to hand, and are able to offer the customer the best advice.
"We have opted for fintelligent based on Empolis software because it perfectly supports our strategy on innovative knowledge management," explains Christian Buschmeier, CEO of arvato Customer Services. "This solution reduces operating and process costs for companies, means that they are able to benefit from technical innovation and increases satisfaction among customers and clients."
"The strategic partnership between arvato Customer Services and Empolis brings together two international players with high quality standards and extensive experience in the service market," adds Dr. Stefan Wess, CEO of Empolis Information Management GmbH.
The solution will be presented to customers for the first time at CallCenterWorld being held from February 26 to 28 in Berlin (hall 4, booth F10/G9).
About arvato AG
The arvato AG is a leading European BPO (Business process outsourcing) provider. More than 63,000 employees design and implement bespoke solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services.
As a leading CRM service provider in Germany, the business unit arvato Customer Services provides individual solutions in all areas of customer communication. Today the service centers of arvato operate in 30 languages and employ all available communication channels to serve approximately 35 million consumers and business customers.
