Onyx Software announces new multichannel e-Service offering

Onyx Software Corporation, a provider of enterprisewide e-business solutions, has announced the addition of Onyx e-Service, including new e-mail, chat and Web selfservice products, to Onyx Enterprise 2001, Onyx's thin-client CRM portal suite. With the addition of these e-service capabilities, Onyx now offers automatic and assisted email response, live chat and instant messaging, and a broad set of online self-service tools. These capabilities were designed to help strengthen an organizations ability to provide rapid, personalized responses to customer requests across all communication channels. Onyx e-Service delivers automation of all electronic customer interactions, helping companies improve the consistency and quality of interactions and reduce customer response times. The products share a knowledge management platform that uses sophisticated content parsing, natural language processing and casebased reasoning to discern the content of a customer request and propose intelligent replies. As a result, responses are both personalized and targeted at the channel favored by the customer. Using Onyx's Internet-native architecture, Onyx eService instantaneously shares data from all electronic customer interactions - phone, Web, in person, e-mail or chat session giving partners and internal employees a unified view of a customer's history. Data extraction tools tailored for Onyx e-Servic assist in enabling companies to combine data from electronic and traditional interactions, allowing users to leverage Onyx Business Intelligence and view blended reports across all touch points. New capabilities include Onyx Email Assistance, Onyx Web Assistance and Onyx Chat. www.onyx.com/888-ASK-ONYX

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