INEXSO ERM

INEXSO ERM is a response management platform offered by INEXSO. It is designed to provide efficient and centralized customer service across multiple channels. According to the vendor, INEXSO ERM offers features such as intelligent routing, automated workflows, a knowledge database, performant full-text search, service level monitoring, and powerful reporting.

Key Features

Intelligent Routing: According to the vendor, INEXSO ERM offers intelligent routing capabilities to ensure that customer inquiries are automatically directed to the most suitable service agents based on their skills and expertise. This feature allows for personalized customer communication and reduces manual effort.

Automated Workflows: INEXSO ERM enables the automation of routine tasks and recurring workflows through rule sets and macros. The vendor states that workflows can be configured to trigger specific actions based on event triggers, conditions, and predefined rules. Integration with third-party systems is also possible, enhancing efficiency and reducing errors.

Knowledge Database: INEXSO ERM includes a knowledge database that assists in resolving customer queries and clarifying information. The vendor claims that the knowledge database provides a centralized repository of information, allowing service agents to access relevant knowledge articles quickly. The performant full-text search capabilities ensure fast access to the required information.

Performant Full-text Search: According to the vendor, INEXSO ERM features a performant full-text search functionality, enabling service agents to quickly retrieve information from the central communication archive. This allows for better-informed responses, as service agents can easily find relevant information such as previous conversations, order details, or specific customer requests.

Service Level Monitoring: INEXSO ERM provides service level monitoring tools, allowing team leaders to track and ensure compliance with predefined service level agreements (SLAs). The vendor states that supervisors can monitor performance metrics such as response times, resolution rates, and customer satisfaction scores in real-time, enabling proactive management of service levels.

Powerful Reports: INEXSO ERM offers robust reporting capabilities, providing insights into customer service performance and trends. According to the vendor, supervisors can generate reports on various metrics including response times, agent productivity, customer satisfaction, and channel performance. These reports help identify areas for improvement and make data-driven decisions to enhance the overall customer service experience.