IntelliResponse Launches VOICES, Bringing Breakthrough Customer Service Analytics to Marketers


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New Real-Time Voice of the Customer Data Analysis Taps Authentic Insights
from Questions Posed on Digital Channels

TORONTO, Ontario – June 25, 2013 – IntelliResponse, the leading provider of
virtual agent technology solutions for the enterprise, today announced the
launch of VOICES, the first and only Voice of the Customer technology
designed to help enterprises visualize and derive actionable insight from
customer questions posed on digital channels. This breakthrough tool
captures and automates authentic “Voice of the Customer” data from client
interactions across web, mobile, agent and social channels and transforms it
into a collection of easy-to-digest customer insights. These insights can be
accessed in real-time to enable faster, more informed decision-making and
communication with customers.

VOICES captures every question customers and prospects ask, in their own
natural language, through any self-service interaction channel. Leveraging
sophisticated linguistic and statistical native language processing, in
combination with data visualization technology, VOICES makes it incredibly
fast and simple for marketers to identify and compare customer trends over
specified periods. The data is automatically structured into organized and
intuitive themes via a highly visual format, so marketers can explore trends
or drill-down to the originating questions to help them understand exactly
how a customer expressed a need or problem. On a larger scale, VOICES
enables marketers to identify changes in behavior and the marketplace to
build a better, more detailed profile of customers over time.

“Businesses today know that in order to succeed, they need a ‘Voice of the
Customer’ strategy for their digital channels, but few even know where to
begin, let alone execute on it,” said David Lloyd, CEO, IntelliResponse.
“At IntelliResponse, we want to enable companies to make that leap quickly
and effectively. With VOICES, we’re putting powerful, easy-to-use technology
into the hands of marketing, customer care and customer experience teams to
help companies finally unlock value from the millions of online questions
customers posed to them every day, and use it to make smarter decisions
across all facets of their business.”

VOICES represents a welcome addition to the expanding market for Voice of
the Customer technology. Traditional market research methods are
time-consuming, costly and limited to a specific timeframe, while major
analysis platforms require specialized IT skills and training to extract
insight from customer data. VOICES displays themes in a way that is
intuitive to a visual user, making it possible for employees at every level
to recognize customer trends and act on them. This broader access increases
the value of customer insight to not just marketing, but sales, customer
service and other departments to help them tailor communications and adjust
campaigns in real-time to maximize their performance.

Mitch Kramer, senior consultant with analyst firm Patricia Seybold Group,
said, “VOICES extends the application of IntelliResponse’s Virtual Agent
from virtual-assisted customer service to Voice of the Customer; from
delivering answers to customers’ questions to providing customer service,
product and marketing staff with information critical to developing,
implementing and refining their strategies. VOICES is a powerful analytic
application for IntelliResponse, as well as a significant strength and

Product Availability
VOICES is currently in production and generally available to IntelliResponse

Live Webinar
IntelliResponse will be hosting a live webinar on June 27, 2013 at 2:00pm
EST, entitled: VOICES – The New Gateway to Digital Voice of the Customer
Insight. To register for this webinar, please visit

Additional Resources
To learn more about IntelliResponse VOICES, please visit…
Follow IntelliResponse on Twitter @IntelliResponse and on Facebook at

About IntelliResponse Systems
IntelliResponse is the leading provider of virtual agent technology
solutions for the enterprise. We create profitable online conversations for
our private and public sector customers around the world.

Our patented Virtual Agent solutions transform corporate websites, mobile
applications, social media channels and agent desktops into world class
self-service platforms. Using IntelliResponse, consumers can ask questions
using natural language and get instant, accurate answers as well as targeted
offers that lead them down the purchase path and improve conversion. What’s
more, key voice of the customer insights are captured in natural language,
allowing companies to build highly detailed customer profiles over time.

IntelliResponse is the gold standard in first line customer experience,
offer management and customer intelligence. Some of the world’s most
recognized corporate brands and public institutions trust their customer
experience management needs to IntelliResponse – including CIBC Bank, ING
Direct, Charter Communications, Progress Energy, Copa Airlines, Kobo Books,
Penn State University, Yale University and Harvard University.

For more information about IntelliResponse, visit

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