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ITyX simplifies Tweet Response Management

09-14-2010 02:10 PM CET | IT, New Media & Software

Press release from: ITyX

/ PR Agency: Lexica Communications Ltd
Organisations are faced with an ever increasing amount of messages about their brands, products and services. Technology provider ITyX now analyses incoming twitter news using AI (Artificial Intelligence) methodologies, processes and then integrates them in the multi-channel customer communication.

One of the leading experts in the analysis of all types of text based communication (email, internet, whitemail, fax, documents, SMS), ITyX has now integrated the processing of tweets in its Enterprise Response Solution Mediatrix.

The sheer scale of today’s online communication makes it difficult for brand owners and customer service centres to separate the ‘wheat from the chaff’. An intelligent and self-learning solution, Mediatrix continuously gains knowledge and tracks the responses of both the service centre and customer. This technology allows organisations to now take full advantage of important new communication channels such as social media and engage directly and pro-actively with particular target audiences.

Mediatrix receives for example Twitter-API tweets about an organisation, its brands, products or services. It then analyses and categorises the content text and routes the message at the best time to available customer service staff. Twitter customers then receive within seconds a contact from the brand owner, using defined response suggestions.

The responses are logged in a user history. Andreas Klug, director at ITyX, explains: “The tweet connects the real time character of an online chat with the commodity of an email”.

ITyX will demonstrate their product portfolio, which also include email response management, self service, a digital mailroom, web chat and co-browsing at the forthcoming Call Centre and Customer Management Expo in Birmingham from 21 – 22 September 2010. You can find ITyX at stand H10 in hall 9.

ITyX was founded in 1996 and is now one of the leading providers of software solutions for the customer service and enterprise content management (ECM) market. Based on artificial intelligence (AI) methodologies, ITyX developed the module solution Mediatrix, which collates, analyses, classifies, validates and further processes text based information via all channels (email, internet, letter, fax, SMS, telephone).

Over 40 well-known organisations in five European countries rely on ITyX’s self-learning solution for the implementation of their digital information and communications strategy.

Lexica Communications Ltd
Churchill House
12 Mosley Street
Newcastle upon Tyne
Press contact: Manuela Wendler
Tel: +44 191 230 8037

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