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Monday, February 07, 2005

iPhrase Leads in Ranking of Self-Service and Support Search Providers

iPhrase Leads in Ranking of Self-Service and Support Search Providers

Offers Best Overall Capabilities in Patricia Seybold Group Evaluation

BEDFORD, Mass., Feb. 7 /PRNewswire/ -- iPhrase(TM) Technologies developer of the OneStep(R) Solution Suite for online self-service adoption and call center productivity announced today that it has been ranked #1 overall in a comparison of seven leading search vendors in the PSGroup Bull's-Eye: Self- Service and Support Search Solutions report.

The report assesses and compares each of 7 leading self-service search vendors against the Patricia Seybold Group's self-service and support evaluation framework. The framework, based on customer requirements, comprises 4 technical areas: retrieval and results management, search management, design and development, and architecture. The report also recaps the pricing and installed bases of these products. iPhrase OneStep achieved the highest rankings overall.

"The iPhrase OneStep Solution Suite is designed to give our customers immediate, measurable business results," said Tony Frazier, senior vice president of marketing, iPhrase. "Our number one ranking validates the unique benefits of iPhrase's adaptive search technology which allows us to leverage content across the enterprise to increase self-service adoption and improve call center productivity."

By applying the award-winning OneStep Solutions across the enterprise, iPhrase goes beyond other search or eService solutions, allowing customers to seamlessly blend effective self-service with proactive agent assistance. OneStep provides customers, partners and employees with an unmatched ability to find information that allows them to efficiently make purchases, find answers, and solve problems without expert assistance.

"iPhrase OneStep's greatest strength is the seeker experience," said Susan E. Aldrich, report author, Patricia Seybold Group. "OneStep provides the initial language and rules (via Turbo Packs) and the presentation templates that support the best seeker control of his own experience that we've seen. iPhrase's greatest differentiator is the breadth of its capabilities, which incorporate not just search technology but also email deflection, advanced analysis and reporting on the user experience, and knowledgebase authoring and management for the call center."

About iPhrase Technologies

iPhrase is a leading provider of innovative eBusiness and eService solutions that help companies leverage content across the enterprise to increase self-service adoption, and improve call center productivity. The company's solutions are designed to convert each customer encounter into a measurable business outcome by leveraging a real-time understanding of users' needs, corporate objectives and available resources to deliver the most efficient and effective online experience. More than 200 companies including Countrywide Financial, Gateway, National Semiconductor, Neiman Marcus, and Netegrity use OneStep Solutions to add millions to their bottom line by reducing costs, increasing revenue and improving satisfaction among customers, partners, and employees. For more information, visit http://www.iphrase.com/ or call 781-533-7300.

PSGroup Bull's-Eye: Self-Service and Support Search Solutions report is available for free for a short time. Visit http://www.psgroup.com/ to download or for more information or call (617) 742-5200.

Contact:
Elisa Logan
Director, Corporate Marketing
iPhrase Technologies
781-533-7343
elogan@iphrase.com


Source: iPhrase Technologies

CONTACT: Elisa Logan, Director, Corporate Marketing of iPhrase
Technologies, +1-781-533-7343, elogan@iphrase.com

Web site: http://www.iphrase.com/


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