EasyAsk Gives CRM Solution A New Voice - InformationWeek

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4/5/2011
09:09 AM
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EasyAsk Gives CRM Solution A New Voice

Customers want their interactions with your company to be swift and easy. In response, EasyAsk developed a version of its natural language search and analysis software for the SugarCRM, Customer Relationship Management (CRM) solution.

Customers want their interactions with your company to be swift and easy. In response, EasyAsk developed a version of its natural language search and analysis software for the SugarCRM, Customer Relationship Management (CRM) solution.With EasyAsk for SugarCRM, users ask questions in English and quickly receive desired information. This new module has the potential to streamline business processes. To prod their representatives, sales managers can ask the system for open opportunities that were not acted upon in the last 30 days. A marketing manager can check the conversion rate and quality of leads pushed into the sales pipeline by inquiring about the number of converted leads and closed opportunities during the last sales campaign. Technical support staff can identify trouble tickets in need of follow up by asking for a list of cases that have not seen any activity in the past two days.

Speech recognition technology has been slowly making its way into the mainstream. Traditionally, the technology was expensive and integrating it with other applications has been difficult. Recently, that has been changing with the emergence of more powerful processing engines and the development of open interfaces.

Founded in 1994, EasyAsk has grown its business by integrating its technology integrated into a variety of applications. To differentiate its wares, SugarCRM, which has more than 7,000 customers, adopted an open source CRM model, so its solution is relatively inexpensive and easy to use. The new natural language search and analysis features should appeal to corporations that want to offer customers and employees more ways of interacting with CRM data.

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