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I N T E R A C T I O N S O L U T I O N S
RESPONSE MANAGEMENT PRECISELY PINPOINTED
EFFICIENT AUTOMATION IN RESPONSE MANAGEMENT
Omni-channel all-inclusive solution: all
written customer contact channels
including social media
Outstanding precision in more than 40
languages, developed at the DFKI – the
German Research Centre for Artificial
Intelligence
High performance with flexible scalability
for high volumes (customer enquiries/
number of staff)
Absolute reliability in routing and in staff
allocation
Simple implementation in CRM, ERP,
ACD, KM and quick staff instruction
High level of transparency in reporting
for history and real-time diagnoses, as
well as for communication topics and
communication volumes
Perfect usability with an easy-to-use
interface in a total of five languages
ReplyOne is the leading software intelligence for written high volume customer communication. Exceptional
response accuracy ensures companies achieve a high level of customer satisfaction in end customer business,
contributing measurably to maximizing cost efficiency and competitive abilities. Enquiries are responded to
with perfect precision across all customer contact channels – either automated or semi-automated.
ALWAYSUNDERSTAND,
WHAT THE CUSTOMER
NEEDS
ALWAYSDELIVERTHE RIGHT
ANSWER
ALWAYSUNDERSTAND,
WHAT THE CUSTOMER
NEEDS
ALWAYSDELIVERTHE RIGHT
ANSWER
RESPONSE TEMPLATES WITH PERFECT ACCURACY
Unique categorization algorithm
Language and topic recognition in
more than 40 languages
Analysis of more than 3,000 words
per second
100 % precision in routing and staff
allocation
* Performance can be adapted on a customer-specific basis
Unique workflow engine
Up to 1,000 documents per minute
Handling of one million documents
per day
Five interface languages for
simultaneous use by up to 5,000 staff
ReplyOne analyses precisely what is requested in written enquiries and always delivers the right answer
suggestion. The very first response template can be approved and sent out by the service staff member.
This accuracy in customer communication results in tremendous productivity gains, eliminating potential
error sources and reliably securing a high level of communication quality – regardless of human resources
or staff form on the given day.
ReplyOne offers an all-inclusive solution for
the full range of classic and modern customer
contact channels using the written word. With
this diversity (omni-channel), companies can be
contacted from anywhere, regardless of customer
preference. Whether mail, fax or electronic
message – the ReplyHub interfaces can be
flexibly adapted to any individual requirements
imposed by corporate structures, contact center
specifications or existing IT infrastructures.
FINALLY SOMEONEYOU CAN REACH ANYWHERE.
Interfaces for all written input channels,including social media
FAX
SMS
DOCUMENT
LETTER E-MAIL
GOOGLE PLUS
CHAT
THEY IDENTIFIED MY PROBLEM RIGHT AWAY. IN A MATTER OF SECONDS.
ReplyOne features a unique categorization
algorithm with highly scalable language
and topic recognition capabilities.
ReplyAnalytics records more than 3,000 words
per second in over 40 languages to perform its
analysis and categorization.
It reliably identifies the topic and content in
every written enquiry and filters the information
provided to achieve precise allocation. The
technology was developed at the DFKI - the
German Research Centre for Artificial Intelligence
in Saarbrücken.
Intelligent language and topic recognitionin more than 40 languages with data extraction
GREAT - THEY MEAN ME. NOT JUST ANY ONEOF A THOUSAND CUSTOMERS.
ReplyOne can be flexibly integrated in
all existing IT infrastructures – and with
ReplyLink it genuinely enhances information
networking. The solution increases information
transparency, ensuring personal and
professional customer care. Intelligent data
enrichment shows a customer’s actual and true
individual situation, when a personal solution is
required to resolve their issue. Better information
quality delivers increased efficiency gains and
above all greater customer satisfaction.
Processing of additional information and customer data through interfaces (e.g. SAP, Salesforce, etc.)
CUSTOMER RELATIONSHIP MANAGEMENT
CRM
AUTOMATIC CALL DISTRIBUTION
ACD
KNOWLEDGE MANAGEMENT
K M
ENTERPRISE RESOURCE PLANNING
ERP
ARCHIVE SYSTEMS
AS
DOCUMENT MANAGEMENT SYSTEMS
DMS
THAT’S EXACTLY THE ANSWER I NEEDED.
ReplyOne’s unique workflow engine and high-
capacity process architecture is capable of
handling up to one million documents per day,
allowing up to 5,000 members of staff to use the
software at the same time in five languages. The
invisible distribution process in the background –
ReplyRouting – ensures that the correct response
template is generated for correct staff allocation.
The system checks the level of urgency, as well
as which department or specialist is responsible
and whether they are currently available. In this
way, customers receive reliable responses to the
issues they really have enquired about.
Routing and staff allocation for the approval of the ready-to-send response template
SERVICE
AVAILABILITY
TECHNOLOGY
URGENCY
CONSULTATION
RESPONSIBILITY
INDIVIDUAL INTEGRATIONFOR OPTIMUM COST EFFICIENCY
SEMATELL PROFESSIONAL SERVICES – MODULES FOR A FULL-SERVICE PEACE-OF-MIND PACKAGE
Sematell attaches top priority to services that provide individual solutions. Perfection, maximum
reliability and flexibility can only be guaranteed by the expertise of experienced staff applying
our high-performance product and their specialist knowledge to customer-specific solutions (e.g.
SAP, Salesforce, etc.). Our specialists have an expert command of the technology and all related
technological areas so as to achieve the utmost level of precision in response management.
CONFIGURATION
ANALYSIS AND SOFTWARE INSTALLATION
INTEGRATION IN IT INFRASTRUCTURES
INTEGRATION
SUPPORT ANDOPTIMIZATION
SERVICE & SUPPORT
Our specialists analyse individual
requirements for the installation
and configuration of customer-
specific system adaptations.
Once configuration is complete,
ReplyOne is immediately ready
to launch and use.
Integration involves
programming of interfaces
for connection to existing
IT infrastructures, including
documentation of every detail.
This enriches ReplyOne with
additional data so as to provide
more information for detailed
customer care.
In the course of ongoing
operation, further
optimizations are carried out
based on experience, thereby
ensuring full performance
capacity for precision and
reply accuracy. ReplyOne is
developed on an ongoing basis
– specifically, in order to tackle
new and complex tasks.
We support companies in reducing the
complexity of existing and new
communication channels to a minimum.
We create individually tailored
solutions, enabling our products
to easily address and cover all
customer requirements.
We integrate our products into all
commonly available information
technologies and existing IT
infrastructures, thereby achieving
optimal automation levels.
We offer extensive specialist knowledge
and longstanding industry expertise
combined with excellent advisory skills.
Our expertise and service ensures
efficiency, optimum cost effectiveness
and long-term competitive abilities for
all company sizes.
Our price and licence models create an
attractive return on investment for all
sizes of company within a short period
of time.
INTELLIGENTMAXIMIZATION.
IN ALLCUSTOMER RELATIONS.
WE’VE ALWAYS BEEN THE EXPERTS FOR PRECISION AND ARTIFICIAL INTELLIGENCEThe Sematell success story started at the turn of the millennium at the German Research Centre for
Artificial Intelligence in Saarbrücken. The DFKI is the world’s largest institute in the field of innovative
software technologies – and this provided the perfect setting for development of the unique ReplyOne
categorization algorithm (former product name: MailMinder / Attensity Respond). ReplyOne’s precision,
stability and reply accuracy is based on typical German quality and years of in-depth research.
Sematell is still based in Saarbrücken, where it remains close to scientific research and keeps up-to-date
with the very latest developments. As the leading provider of contact centre software solutions, the
company employs highly specialized staff from the fields of artificial intelligence, software and hardware
technology as well as consulting and implementation. For many years, Sematell has served renowned
companies of all sizes in a wide range of different sectors – based on its simple and reliable recipe for success:
intelligent maximization – in every way – for every Sematell customer.
PRECISE COMMUNICATION
Software intelligence supports reply
accuracy for all service staff
OUTSTANDING CUSTOMER SATISFACTION
Satisfied customers remain loyal and
will gladly act as product advocates
COMPETITIVE STRENGTH
The most powerful driving forces in
competition are quality, individuality
and perfect communication
OPTIMUM COST EFFECTIVENESS
Reduction of work input and complexity
creates a high level of agent
productivity
FLEXIBLE SCALABILITY
Performance capacity and scalability,
precisely when needed
INVESTMENT SECURITY
Ability for integration in existing
infrastructures for reliable planning
security
I N T E R A C T I O N S O L U T I O N S
I N T E R A C T I O N S O L U T I O N S
www.reply-one.com
Sematell GmbHNeugrabenweg 166123 SaarbrückenGermany
EXTRACT FROM OUR LIST OF CUSTOMERS
Phone +49 (0) 681 85767 0 Fax +49 (0) 681 85767 99E-Mail [email protected] Web www.sematell.com
