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Coginov AnswerClick Adds Chat Module for Agents
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August 01, 2013

Coginov AnswerClick Adds Chat Module for Agents

By Monica Gleberman
Contributing Writer

Under The Call Center Corporation, Coginov, a provider of semantic search-based products and technologies, released a tool to help agents offer better customer service to its clients called AnswerClick.

Coginov was created to help call centers find useful technology and information to help repurpose data. “Coginov’s ability to find all the meaningful facts and accomplish intelligent structure makes organizing, securing, and governing your data comprehensible,” the company website reads.

Since formation, the company has vowed to release more updated call center solutions. Some products in its portfolio include SharePoint Attribute, designed to enhance classification of documents; Coginov 311, which provides answers to questions and directs users to related answers and locations; Information Audit, which assist in getting control over a company’s data; and of course AnswerClick, which changes the way agents can communicate with its customers.

AnswerClick has been so popular that Coginov recently released a new upgrade that adds a chat module for agents. “AnswerClick, a powerful engagement tool that utilizes natural language processing and semantics to provide consumers with an unparalleled experience, has added a chat module that is integrated to allow for a combined self-service and full service strategy that is taking these separate technologies to a whole new level,” the company said in a statement.

“Managers can expect to see an increase customer retention and satisfaction by 200-300 percent. Over the past several years, companies have increasingly needed to find the balance between the cost of and offering exceptional customer service. The self-service solution that AnswerClick’s chat tool offers remedies that problem,” the statement read.

This new chat module comes only months after Coginov decided to bring its technology mobile. Back in May, the company revealed that it would bring the multi-channel call center tool, AnswerClick mobile, allowing customers to get questions answered from their mobile device.

The mobile application has a virtual agent designed to think, act, and answer like a real human would. No word on whether or not the mobile application will be updated with a similar chat module.

Edited by Rachel Ramsey

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