Transversal Strives to Improve Customer Service Operations

Transversal has today launched its partner programme for the UK channel community. Partners will benefit from rapid returns and high margins on market leading software that already enables companies such as the BBC, Mothercare, Tesco and Marks & Spencer to improve their customer service operations and reduce call volumes.

Transversal Partners is aimed at systems integrators, managed service providers, business process outsourcing, digital marketing agencies, value added resellers and independent software vendors.

Capita is an early pioneer for the programme and partnered with Transversal to implement the automated self-help function for the BBC iPlayer site. It has since extended its partnership agreement for the next ten years across the breadth of BBC Audience Services.

Jonathan Rush, at Capita said: "To provide efficient support for BBC iPlayer users, it was important to select the right partner and product to meet our self-service objectives. To date, less than one per cent of customers using the iPlayer Help service have sought further help, demonstrating its value to the service we provide the BBC."

Marc Quantrill, Partner Sales Director at Transversal said: "Partners will find our solutions very easy to implement with a minimal level of training required because our solutions are both managed and cloud-based. This will enable them to offer genuinely innovative solutions to their customers and enjoy a very quick return on investment with a margin that compares very favourably.

"Web Self-Service is used across the enterprise on websites, by call centre agents and for HR purposes by employees to help resolve queries quickly and effectively.

Our patented natural language technology means that end users simply 'ask' questions using conversational language. Because our technology understands meaning in context, it finds answers a lot quicker than traditional search. Marketers can also view the questions their customers have been asking, this helps them build a picture of what customers are looking for in order to fully understand their customer needs." Quantrill added.

About Transversal

Transversal, founded in 1998 by top researchers from Caltech and Cambridge universities, is a Cambridge-based developer of intelligent eCustomer service software that enables organisations to achieve key sales, customer service and efficiency goals. Transversal's flagship service, Metafaq, enables organisations to increase online sales and reduce the volume of call and email queries to contact centres by automatically answering customers' questions online. Info: http://www.transversalpartners.com.
 

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