White Papers

Leveraging Content Integration for Improved Customer Service

• Tags:
• role,
• customer service,
• self,
• workflow

Overview In an increasingly online world, customers, partners and other constituencies are demanding more and better customer service from vendors and government institutions. Yet, these organizations have found that despite significant investments in people, information and technology, true excellence in assisted service and Web-based self-service is frustratingly difficult to achieve. IT integration plays a vital role in enabling cost-effective customer service processes, and an important part of that role is managing the 80 percent of enterprise data that exists in the form of documents, files, images and other similar unstructured content. Enterprise content integration (ECI) has emerged to help organizations unify their content and workflow infrastructures to help ensure faster and lower-cost issue resolution, improved customer retention and more effective cross- and up-selling.

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