ITyX Newsfeed

Cebit 2012 in Hannover

Tue, 06 Mar 2012 00:00:00 +0000

Visit the ITyX Team at the BITCOM ECM Solutions Park: Under the umbrella of BITCOM, ECM (Enterprise Content Management) providers jointly exhibit together for the first time in hall 3.
We will showcase our intelligent ECM-Platform, which enables you to plan and control all your communication channels.

Call Center World 2012

Tue, 28 Feb 2012 09:36:00 +0000

'The Human factor’ is the focus of the 14th international call centre conference and exhibition.
The ITyX team will be on location again for the three day event in Berlin in the newly designed hall 4. On our stand we will be presenting the current features of the Mediatrix solutions family which showcase efficient customer communications.
You would like an entry ticket? Simply send us an email.

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.

CCIT '11 - Call Center Innovations Tour in Munich

Thu, 12 May 2011 13:02:00 +0100

The 5th Call Center Innovation Tour puts the spotlight on the latest technologies in the contact centre market takes place this year. ITyX is one of the partners and exhibitors of these one day events across Europe.

The focus of this roadshow are user presentations, that provide practical and diverse experiences of technologies and solutions. There will also be sufficient time for information exchange and networking. Here you can read more about the venues and the programme.

If you would like to join us, you can register here directly for CCIT '11.

Visit us at CCIT and arrange an appointment: T: +49 (0)2203 89 98 70 or email us.

Andreas Klug and Alexander Meye look forward to meeting with you.

CCIT '11 is also on tour in Austria, England and Switzerland. Find out more about dates, venues and the programme.

ITyX acquires VERA Response Software

Mon, 11 Apr 2011 10:32:00 +0100

ITyX has just announced the acquisition of VERA. The solution "Virtual Email Response Assistant" - in short, VERA - is one of the market leaders in the middle market IT segment. VERA has more than 60 installation in Germany and other European countries. With this acquisition, the ITyX Group expands its enterprise solution portfolio with an 'entry-level solution' in an IT growth sector.

The workflow based email respone management system VERA distributes incoming email messages automatically according to language and content and routes it according to skills to available staff for further processing. Structured workflows, response suggestions by the system and intelligent interim messages support organisations in any sector and any size to react efficiently to incoming digital communication.

"We will expand VERA to a universal entry-level solution for medium sized organisations in any sector," commented ITyX founder Suleyman Arayan. "Digital communication channels have become more complex with email and social media. ITyX is now also able to offer cost efficient communication solutions to small and medium-sized online retailers."

ITyX acquires VERA Response Software

Thu, 07 Apr 2011 10:32:00 +0100

Personal Customer Service Online: The Travel World of Stuttgart Flughafen

Thu, 10 Mar 2011 16:41:00 +0000

Visitors to the online travel world of Stuttgart Airport have now another channel option to get support for their travel planning. With one mouse click, they are directly connected with a competent travel consultant, who will help them with a variety of questions about travel offers.

Qualified travel consultants at the airport-owned CAT Travel Agency use a live chat window to support potential customers during their search for offers. Also integrated in the chat window is a so-called 'co-browsing function', which enables a guided visit through web contents. It allows both consultant and customer to simultaneously access all travel offers of the Stuttgart Travel World. Online customers get help simply and quickly to resolve questions or to receive additional detailled information on offers.

During this modern form of service interaction, visitors do not require any additional software. An internet browser is sufficient to get in touch with the travel consultants of CAT. Every day several hundred booking enquiries are made via the web.

CAT implemented this new service together with technology provider ITyX in line with their continued expansion of their online strategy. The internet loses its anonymity and becomes personal for the first time. The advantages of personal contact in the physical travel agency are now combined with the efficiency of the internet.

Customer Experience Management: ITyX launches Initiative for Customer Service 2.0

Thu, 03 Mar 2011 23:00:00 +0000

At CallCenterWorld 2011 ITyX launched a new Initiative for Customer Service 2.0. On the interactive page www.fahrplan2null.cc, whcih is in the style of a line network, new aspects of the communication between consumer and brand are picked up and evaluated.

The new methods and media, that are now available, range from 'auto response' to 'twitter', which in the next few years will take a more prominent role in the interaction and relationship between customers and organisations. "By the end of this decade, our current benchmarks of a traditional service economy will have been overtaken." ITyX director Andreas Klug explains the reasons for the start of the sector initiative. "Open communication via digital channels and social networks will take over from service hotlines."

At the service industry event in Berlin, social media was the key topic. Organisations such as service providers looked for suitable strategies to integrate the new media seamlessly into their communication processes. "There is a dark cloud hovering about the sector - an noby really knows how they will deal with the change in climate," adds Klug, "But it will happen."

According to ITyX, many organisations have learned about the opportunities to professionally service customers via social networks such as Facebook and Twitter. Another key topic was the creation of customer loyalty. "In future it will play a major role. Brands and service organisatins will establish and nurture loyal relationships with those customers that have a significant influence on the purchasing behaviour of other users."

"Serviceerlebnisse auf allen Kanälen"

Tue, 01 Feb 2011 23:00:00 +0000

Wie man im Zeitalter von Social Media den Kundenservice profitabel gestaltet, erläutert ITyX-Vorstand Andreas Klug in der Januar-Ausgabe des Schweizer "Contact Management Magazine".