ITyX Newsfeed

Successful Contact Center in Hanau

Thu, 08 Nov 2012 00:00:00 +0000

The event "Successful Contact Center " is a communication platform for senior management. It facilitates an open exchange of experiences, develops new ideas and helps expand the network of the participants.

This year ITyX contributes again to this networking event with a presentation by director Andreas Klug. ITyX subsidiary VERA Software will also be on hand with a demo point to present its Email Response Management solution.

For further information, please click here. You can register for this event from 1 June 2012.

Swiss CRM Forum - Hallenstadion Zurich

Thu, 28 Jun 2012 00:00:00 +0100

"Vorsprung durch Mensch" is the theme of the 12th Swiss CRM Forum, which will take place on 28 June 2012 in the Hallenstadion Zurich. Meet the Swiss CRM sector, benefit from the first class programme and learn more about multi-sector CRM solutions.

ITyX will exhibit jointly with its partner Swisscom on stand 24. Should you require entry tickets, please send an email to Jennifer Misch.

In the "Speakers Corner" at 2.30pm, ITyX’s Hans-Günter Hagen will give his views on the topic "Customer communication: Surf successfully on the Renaissance of the written word".
We look forward to talking to you!

Official Website of the Swiss CRM Forum

AIIM Roadshow - London

Thu, 21 Jun 2012 00:00:00 +0100

ITyX will be present as a partner at the AIIM roadshow in London on 21 June. The discussions on this one day event will be about trends and innovations in Enterprise Content Management (ECM), including compliance, business process automation, digital mailroom and knowledge management.

For further information about the programme, location and travel, click here.

AIIM Roadshow - Edinburgh

Mon, 18 Jun 2012 00:00:00 +0100

ITyX will be present as a partner at the AIIM roadshow in Edinburgh on 18 June. The discussions on this one day event will be about trends and innovations in Enterprise Content Management (ECM), including compliance, business process automation, digital mailroom and knowledge management.

For further information about the AIIM Roadshow and to register, click here.

Interactions 2012

Mon, 04 Jun 2012 00:00:00 +0100

"It´s all about the experience“ at Interactions 2012 in Indianapolis from 4 – 7 June.

Daily keynotes and best practice presentations from experts in the contact centre industry provide information and insights. ITyX joins the event as a partner in the USA.

Agenda, location and further information

Webinar: How much Social Media does your Contact Center need?

Thu, 31 May 2012 00:00:00 +0100

On 31 May, ITyX director Andreas Klug participates in the webinar ‚How much Social Media does your Contact Center need’?

This webinar is part of the Contact Center Network’s ‘Process Integration’ series and Andreas is joined by Anja Bonelli (Telenet GmbH) and Ralf Mühlenhöver (Voxtron). The webinar is free of charge and will be held in German.

In the coming weeks, the Contact Center Network organises a series of interesting webinars – register here!

CCIT '12 - Call Center Innovations Tour

Wed, 23 May 2012 00:00:00 +0100

The 6th Call Center Innovation Tour offers the latest on tends and innovation in contact centre technologies. ITyX joins the one day events in both Munich and Leverkusen.

The focus of the roadshow will be presentations on implementations of technologies and solutions and to share practical experience with peers. There will also be plenty of time for information exchange and networking.

Participation is free of charge, however, numbers are limited and are on a first come, first served basis. Click here to register for CCIT’12.

We look forward to your visit at CCIT and you can email us to arrange an appointment with us.

Intelligent ECM Automation: ITyX demonstrates a new Generation Mailroom Solution at CeBIT in Hanover

Fri, 24 Feb 2012 12:08:00 +0000

‘Intelligent ECM Automation’ is the theme ITyX’s CeBIT exhibition. ITyX will showcase its ECM platform solution modules, which were developed for mailrooms in service organisations. ITyX solutions analyse and understand text based contents independent of the language, structure and composition. They are a new generation of intelligent software for the automation of business processes. They learn how selected members of staff handle and process documents and emails and dynamically transfer this into knowledge. This ‘adaptive’ solution approach is the foundation for faster text based customer transactions.

In the lead up to CeBIT 2012, the merging of Enterprise Content Management (ECM) and Customer Experience Management (CEM) has already been a hot topic in the document management sector. The constant availability of the internet through smart phones and tablet PCs has lead to a renaissance of the written word. Email and social media force mailrooms to quickly manage text based business transactions across multiple channels, making customer communications the focus. Already, in many sectors, digital mail has long overtaken the telephone as the primary service channel. Does this lead to a future merger of mailroom and call centre operations?

Knowledge. Learning. Automation.

Intelligent ECM Automation is the key theme of ITyX’s exhibition at CeBIT 2012 and represents the core of the solutions portfolio Mediatrix. The software solutions provider has developed a central platform that analyses and understands text based transactions. It predominantly distributes and processes emails, web enquiries, letter and social media automatically, and offers potential responses. This is a new generation of intelligent software that enables the automation of business processes as it adapts the reaction of selected members of staff to their processing of transactions. Such an adaptive approach is key to accelerate the processing of customer enquiries and leads to an ‘invisible service communication’.

“Customer transactions can be completed within just a few minutes, as the human involvement is limited mainly to checks and quality assurance of customer messages.” says Süleyman Arayan, founder and CEO of the ITyX Group.

Automated Incoming Mail

ITyX’s Mediatrix solutions process emails, letters, faxes, calls, SMS, chat enquiries, FAQs, Facebook and Twitter messages. Using the central CONTEX platform, messages from all channels are analysed, classified and presented at the optimum time with handling recommendations to available staff in call centres and back offices. “Nowadays it makes no difference from which channel an organisation receives its messages. The customer always expects a fast and comprehensive reaction.” adds Arayan.

At the Bitkom ECM Forum in hall 3 stand A18, the following presentations and discussions are planned, with participation of ITyX director Andreas Klug:

Tuesday, 06.03.2012 / 14:30 – 15:00:
Enhance and automate business processes: How documents and data are captured mechanically

Wednesday, 07.03.2012 / 11:30 – 12:00:
The renaissance of the written word: Why companies need an ECM strategy

Thursday, 08.03.2012 / 14:00 – 15:00:
Panel discussion: Challenge email – more problems than solutions? From email to archiving, to compliance and social media

Friday, 09.03.2012 / 10:30 – 11:30:
Panel discussion: Without input management there is no (complete) optimisation of business processes

Visit ITyX at CeBIT in the BITKOM ECM Solutions Park in Hall 3.

Service of a New Generation: ITyX at CallCenterWorld 2012

Fri, 10 Feb 2012 10:17:00 +0000

'All Channels – One Platform' is the theme of ITyX’s presentation of its solutions modules for multi-channel response management at this year’s CallCenterWorld in Berlin. Developed in cooperation with leading universities and research institutes, the solutions analyse and understand text based content independent of language, structure and composition. They are of a new generation of intelligent software that enables the automation of processes in contact centre environments, as they learn dialogues and dynamically transfer these into knowledge. Such an adaptive approach is key to accelerate the processing of customer enquiries. Various ITyX Group companies will be represented at this year’s CallCenterWorld.

Europe’s leading exhibition for customer service, Berlin’s CallCenterWorld is approaching fast. Communication between organisations and their customers are undergoing a radical process of change. Sophisticated consumers have developed their own idea of a service economy and left behind telephone queues or long response times. They expect the right information around the clock on all channels. Customer service using email and the internet are the channels of choice for these consumers. In many industry sectors, digital mail has already overtaken the telephone as the primary service channel. The service sector is facing new challenges with the integration of social networks in future processes.

Knowledge. Learning. Automation.

ITyX’s theme for CallCenterWorld 'All Channels – one Platform' – represents the core of the Mediatrix solutions family. The modules for multi-channel response management analyse and understand text based content independent of language, structure and composition. Emails, web enquiries, letters and social media messages are predominantly distributed and processed automatically by the modules and potential responses are also suggested. They are a new generation of intelligent software that enables the automation of processes in contact centre environments as they learn dialogues and dynamically transfer these into knowledge. Such an adaptive approach is key to accelerate the processing of customer enquiries and slimming down of the service economy.

Strategic Customer Experience Management

Mediatrix solutions process emails, letters, faxes, calls, SMS, chat enquiries, FAQ and Twitter and Facebook messages. Using the central CONTEX platform, messages from all channels are analysed and routed at the best time with action recommendations to available staff in call centres and back offices.

"Nowadays it makes no difference, from which channel an organisation receives messages. The customer always expects a fast and comprehensive response”, says Süleyman Arayan, founder and CEO of the ITyX Group. "The new generation of service solutions for customer experience management therefore has to be able to capture and, as much as possible, process automatically all text information. And at the heart of this can only be an intelligent knowledge base. “

ITyX in the LiveCallCenter design by HDC

Interested visitors can also see a demonstration of ITyX solutions at the LiveCallCenter design by HDC. This year the focus will be on the WEB SCOUT. This solution enables direct contacts via chat and video with selected visitors of linked-in internet portals. The main attraction will be that by using co-browsing, customer service staff will accompany visitors on internet pages and offer instant help and support. Germany’s leading direct insurance provider, Cosmos Direkt, has successfully implemented internet advice for its existing and potential customers.

It is also planned, that ITyX Management will participate in the following presentations at the TeleTalk Demoforum at CallCenterWorld 2012:

E-Mail-Management
Next to the telephone, email has become the most important contact channel for organisations: New products for fast response, optimum control of workloads and the development of efficient desktop work flow.
28 February 2012   10.55 - 11.35
29 February 2012   15.10 - 15.50
01 March 2012       13.30 - 14.10

Automation of the Call Centre
Intelligent solutions at the customer interface help customers to receive information quicker and to avoid call queues. New solutions from speech automation and recognition help to not overburden the customer, while reducing costs at the same time.
28 February 2012   10.00 - 10.50
29 February 2012   15.55 - 16.45
01 March 2012       11.30 -12.20

Social Media in the Call Centre
Customer communications’ 'third power' is born: Online forums, blogs and communities. New applications show how to communicate intelligently social media and how information can be generated systematically in such a way, that sales, production or marketing can use the data in a meaningful way.
28 February 2012   15.00 - 16.00
29 February 2012   10.45 - 11.45
01 March 2012        12.25 - 13.25

ITyX at CCW 2012: Hall 4 Stand H8. We would be delighted to welcome you!
Do you require entry tickets for the exhibition? Just send an email to Elke Kürbisch and you will receive a voucher for free entry.

About ITyX:
Founded in 1996, ITyX is one of the leading solution providers in the customer care and ECM market. Based on methodologies of artificial intelligence (AI), ITyX developed the module solutions of the Mediatrix product family, that capture, analyse, classify, validate and process text based information through all channels (email, internet, letter, fax, SMS, social media).

Reputable organisations such as Air Berlin, Bosch Communication Center, DEVK, HUK Coburg, Infineon, IKEA, Samsung, Simyo, UniCredit Direkt Services rely on ITyX’s adaptive solutions when implementing their digital information and communications strategy.

www.ityx.eu

Cirquent and ITyX expand partnership

Wed, 11 Jan 2012 09:26:00 +0000

In addition to consulting, conceptional design, integration and implementation of ITyX solutions, Cirquent will now also act as an authorised reseller.

The ITyX Group has already entered into a cooperation agreement with Cirquent GmbH. The two companies have previously worked jointly for several months on the implementation of a large integration project in Customer Experience Management (CEM) and Enterprise Content Management (ECM).
The new cooperation agreement allows Cirquent, who are part of the Japanese IT conglomerate NTT Data, to be an authorised reseller of the solutions modules of the ITyX platform.

Cirquent is a specialist in conceptional design, implementation and operation of intelligent and future-proof IT systems that optimise business processes in large organisations. The company has around 1,500 employees in offices in Germany, Austria, Switzerland and the UK. This cooperation draws on valuable skills within both organisations in the intelligent analysis, distribution and processing of incoming communication via email, letter mail, web and social media in the growth market ECM.

Customers expect a fast and comprehensive response to their communication

Cirquent focuses on customer-oriented consultancy in areas such as business intelligence, business process management and customer management. ITyX’s adaptive capture and automatic processing of text based customer communication in multi-channel management leads the way in this area. “The constant availability of the internet, regardless of location, means that organisations have to manage a flood of digital customer interactions from various channels,” explains ITyX director Andreas Klug. “There is also a change in customer expectation: consumers expect responses to their communication almost in ‘real time’. Only organisations, that can systematically analyse content and route those automatically to the correct business processes, can deal with this dynamic.”

In addition to the distinctive scientific methodology of text mining and content analysis, ITyX offers the most comprehensive portfolio available in the market place. All text channels – from document to intelligent web self service can be used to neatly bring together customer care, marketing and incoming mail on one platform.

The changing Service Economy

“The service economy has changed more in the past five years than the previous 50 years due to email, web and social media.” explains Andreas Klug. “The demand for intelligent, dynamic, adaptive solutions for fast and binding communication grows rapidly. We are delighted that we have found in Cirquent a professional partner in all aspects for large projects.”

Cirquent will present a selection of ITyX solutions to a trade audience at the E-world energy & water in Essen from 7 to 9 February 2012.

Cirquent
Cirquent are part of the Japanese IT conglomerate NTT data, offering 40 years consulting experience that span the entire value-added chain for banks, insurance companies, manufacturing, telecommunications, service, logistics and energy providers.

In addition to sector oriented strategy and process consulting, the portfolio includes conceptional design, integration and implementation of technology that support business processes as well as the operation and maintenance of IT systems. As an NTT Data company, Cirquent also offers its customers access to the worldwide resources of Japan’s largest IT service provider.

Renowned companies such as the BMW Group, Commerzbank, Deutsche Post, Deutsche Telekom, Munich Re or RWE value Cirquents high sector specific expertise in processes, methodologies and technologies.

ITyX
Founded in 1996, ITyX is one of the leading solution providers in the customer care and ECM market. Based on methodologies of artificial intelligence (AI), ITyX developed the module solutions of the Mediatrix product family, that capture, analyse, classify, validate and process text based information through all channels (email, internet, letter, fax, SMS, social media).

Reputable organisations such as Air Berlin, Bosch Communication Center, Conrad, DEVK, HUK Coburg, Infineon, Ikea, Samsung, Simyo, UniCredit Direkt Services rely on ITyX’s adaptive solutions when realising their digital information and communication strategy.