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Keyfax Inter•View - Intelligent Scripting
Inter•View is the core of Keyfax Response Management solution – providing the intelligent call scripting that empowers customer service advisors to handle a greater range of enquiries more effectively.
Established for a number of years and used by more than 60 social housing providers, housing associations and local authorities, Inter•View provides a system for the management of responses to ensure the consistency and quality of your responses to customers.
Inter•View scripting provides advisors with a knowledge base that incorporates expert input from qualified technical and social housing specialists. It gives advisors a diagnostic system for handling all types of enquiries, problems and repairs, consistently and with confidence. Advisors enter key words and search terms and Inter•View guides them through to the most relevant solution. With links into customer and property profiles, it presents advisors with context-sensitive intelligent prompts and information, to allow them to deliver a personal and knowledgeable service.
A key benefit of Inter•View is that it dramatically increases first call resolution for many issues. The scripts draw on the knowledge of experienced advisors and experts, enabling advisors to talk residents through repairs or maintenance tasks, tenancy enquiries and other housing issues, with no specialist knowledge.
Inter•View is designed to work seamlessly with your current Housing Management System (HMS) or CRM system. Out-of-the-box integration is provided for many leading HMS and CRM solutions.
Your processes, our solution
Inter•View draws on our considerable experience and understanding of social housing customer service. The scripts can be customised to your processes and to reflect your housing stock.
Contact us to find out more or discuss your requirements.
Supporting you and your users
To ensure you get the most value from Keyfax Response Management solutions, find out how we:
Keyfax Benefits
- Improved service through a single point of contact
- Increased first call resolution rate and reduced call duration
- Greater consistency and accuracy in service responses
- Advisors can deal with a wider variety of calls, without requiring specialist training
- Reduced operational costs – fewer referrals needed
Testimonial
Over 80% of enquiries at the first point of contact were dealt with using Inter•View.
An impressive achievement.
Lourdes Sharpe, Head of Customer Services
Solihull Community Housing
