ITWire

The company claims to underpin the self-service functions for a number of blue chip UK customers including the BBC, Barclays, Mothercare, Royal Mail, Marks & Spencer, Aviva and John Lewis. Its offerings are targeted at organisations that want to automate the process of answering queries both from customers and internal employees.

"The solution uses a dynamic, natural-language knowledgebase to deliver information to agents and customers alike via a convenient online self-service function," it claims. "Transversal customers typically see an immediate, dramatic email reduction of around 60 percent, and an improvement in email response time from a few days to just a few minutes."

The managing director of Transversal Australia, Christian Kirsch, said: "The Australasian market is currently under-served by comparative solutions and there's a massive opportunity for organisations in the region to run their customer services operation more efficiently whilst providing consumers with another, compelling channel to interact with them."

CEO Davin Yap, said: "We feel that Australia and New Zealand is a natural market for us given a similar culture and web-savvy consumers, many of which would prefer to serve themselves in the first instance rather than call or email an organisation. The Australia location also offers a springboard into the wider Asia Pacific region."

You can read more stories on telecommunications in our newsletter ExchangeDaily, click here to sign up for a free trial...