Kodak Alaris a Finalist for Best New Technology Solution at Call Center Week 2015

Email response system recognized for enabling superior customer service

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Kodak Alaris is a strong contender for the prestigious Call Center Week (CCW) Excellence Awards, which honor the most innovative solution providers for their superior thinking, creativity and execution across the full spectrum of contact center functions. As one of three finalists in the category “Best New Technology Solution,” Kodak Alaris will be recognized during the CCW Excellence Awards Gala on Tuesday, June 16 at The Mirage in Las Vegas.

"It's very exciting to recognize the finalists for their exceptional work in the industry," said Lisa Schulman, Executive Program Director of IQPC's Call Center Week. “We received a record-breaking number of applications this year and the CCW team is looking forward to the awards gala.”

Kodak Alaris earned kudos for its implementation of an Email Response Management System (ERMS) to support its Event Imaging Solutions (EIS) business. EIS is a digital souvenir photography service with more than 90 partners, including theme parks and iconic tourist attractions in 28 countries. EIS has more than 500 retail sites and 225 million guests annually. Its four contact centers handle over 50,000 guest inquiries per year.

To ensure guest satisfaction and drive growth through new partnerships, EIS must provide outstanding customer service. This means giving its contact center agents the tools they need to respond to guest inquiries quickly and accurately. The existing ERMS was overwhelmed by the volume of consumer inquiries originating from 90 partner websites and via messages sent to the customer service email account. In some cases, the manual process to review, route and assign, and prepare a response could take days.

By implementing the KODAK Info Insight Platform from Kodak Alaris, EIS has achieved outstanding results:

  • Reducing inquiry to response time by up to 40 percent
  • Slashing the amount of time spent on each case from an average of 8.2 minutes to 5.4 minutes within two months of deployment
  • Addressing 65 percent of customer emails on the same day they’re received
  • Increasing overall agent productivity and customer satisfaction

For EIS, “Having an ERMS that enables contact center agents to always meet SLA requirements and deliver superior customer service was crucial,” said Joseph Noble, Internet Customer Support Manager, Kodak Alaris’ Event Imaging Solutions Group.

Artificial intelligence delivers superior customer experiences

More than 50 contact centers worldwide have already overcome their email management challenges using the Info Insight Platform from Kodak Alaris. Info Insight is an artificial intelligence (AI)-based solution that understands, classifies and extracts data from any text-based document. The response solution within Info Insight analyzes the text of incoming customer emails, suggests possible responses and routes inquiries to available agents for handling—without manual intervention.

The solution automatically directs complex inquiries to the most experienced agents. This allows less skilled agents to focus on easier cases that can be addressed by one of the 200 configured auto responses for all of the venues that EIS contact centers serve. As agents gain skills and knowledge, they transition to more challenging cases. Info Insight also gives agents a 360-degree view of customers’ previous interactions with EIS, resulting in greater visibility to their issues and a better overall customer experience. And because Info Insight is an AI-based solution, it gets smarter over time, learning from previous customer interactions and expert agent input to suggest better responses faster.

By streamlining the customer service experience, Info Insight creates upsell opportunities for EIS partners: guests are more satisfied—and tend to buy more—when they receive outstanding customer service.

Kodak Alaris will be demonstrating Info Insight at the Call Center Week Expo Hall (booth 310) on Wednesday, June 17 and Thursday, June 18. To see a video on Info Insight, please visit: https://www.youtube.com/watch?v=ZKCpIOxRnAw. For the complete EIS case study, please visit: http://bit.ly/1cJVMqi.

About Kodak Alaris’ Contact Center Solutions

Dozens of contact centers, including many globally recognized brands, have improved response times, increased customer loyalty and reduced costs using the Info Insight technology platform. Our intelligent solutions help remove manual processes and handle customer inquiries up to 90 percent faster. Our artificial intelligence powered solutions understand and process high volumes of unstructured communications from multiple sources: email, text, chat, social media and beyond. Contact center agents gain a 360-degree view of customer interactions and the information needed to provide fast and complete responses, which ensures superior customer service. To learn more, please visit www.kodakalaris.com/go/contactcenternews.

About the Information Management Division of Kodak Alaris

Kodak Alaris is a new company driven by the simple belief that “we can always find a better way.” Our Information Management division helps organizations capture content from digital and paper sources, extract insights, and deliver the right information to the right place at the right time for better outcomes. Our portfolio includes award-winning document scanners, a global service and support team, and software and solutions that capture and intelligently manage information. For small offices and large-scale organizations, we provide new ways to automate processes, improve customer interactions and make smarter business decisions.

To learn more, please visit kodakalaris.com/go/IMnews. Follow us on Twitter at twitter.com/kodakdi and twitter.com/KodakDI_EAMER and visit our blog at informationdynamix.com.

The Kodak trademark and trade dress are used under license from Eastman Kodak Company.


Media Contacts

Jonathan Ghent
Public Relations Director
Information Management, Kodak Alaris
(585) 722-4671

Alison Cizowski
Senior Account Manager
Text100 for Kodak Alaris
(617) 399-4914