At the core of IT.com's technology are machine learning algorithms that marry social network analysis to text analysis. This marriage makes possible perfect visibility about who is talking to whom, about what, and when – simultaneously.
Understand everything about your customers
What search engines did for the web, which was to create order and relevance to all web-based information, IT.com is doing for social network streams.
IT-Social automatically captures and categorizes social media posts in real-time and at Internet scale. This allows companies to capture ALL posts related to a company and product and browse everything that customers are saying, removing the noise that’s not important, and greatly reducing social media “blind spots”. IT.com also integrates with downstream sentiment analysis tools so that companies can also see the more simple “likes” associated with the media.
Improve your customer experience
IT.com analyzes and categorizes a company’s customer service knowledgebase and communications to provide the most relevant information to customer service agents and customers.
- Accurately recommends knowledgebase articles to agents
- Automatically routes inbound emails to existing cases and the most knowledgeable agents/experts
- Recommends appropriate knowledgebase articles for auto-response communications
- Maintains an up-to-date auto-categorized knowledgebase
- Provides a dashboard view into trending service topics and product/service trends
IT.com helps companies optimize their customer service organization by helping them improve response times, better train customer service agents, provide faster resolutions, and gain visibility to critical trends. The net result is a more efficient and knowledgeable customer service organization.
The INTELLIGENT archive
IT-Archive was built from the ground up using the latest MPP and grid computing technology to offer companies a best-of-breed email and document archiving solution.
By focusing on scalability and performance, the solution is capable of addressing and analyzing petabytes of data, while providing results for even the broadest queries in minutes – not days or weeks. Further, IT-Archive provides a bridge to Big Data analytics that can power futuristic applications such as real-time or proactive compliance.
No keywords required
IT-Discovery helps companies reduce costs in the electronic discovery (e-discovery) process and rapidly address corporate or regulatory investigations. IT-Discovery provides a level of intelligence to transform traditional information management systems and archives into "intelligent repositories". As a result, companies can perform early case assessment, cull-down data more effectively, and find facts almost immediately.
Think of any advanced search page: you have dates to enter, metadata fields to choose, key words to input, filters to apply or not, people or custodians to choose, etc. There's a better way. Instead of being forced to type in a search query, simply browse the corpus and let the relevant information find you – no keywords required.
IT-Discovery is designed to look and feel like the opposite of a search page, while giving much deeper results than could be achieved conventionally.