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ITyX introduces Mediatrix MAILROOM 2.0 at Call Centre & Customer Management Expo 2009

ITyX introduces Mediatrix MAILROOM 2.0 at Call Centre & Customer Management Expo 2009

One of Europe’s leading systems integrator for digital service solutions, ITyX will present its unique self-learning software solution to the UK at the Birmingham show. MAILROOM 2.0 automates the processing of incoming e-mails, letters and faxes.

ITyX has chosen the UK’s premier industry event to showcase its new Mediatrix MAILROOM 2.0. It will also exhibit other multi-channel software solutions such as email response management, self-service, video/IP-chat, co-browsing and web radar.

MAILROOM 2.0 is the first automated mailroom, which self-learns processing of customer messages that are received via e-mail, text message, letter and fax.
The digital mailroom works by using artificial intelligence methods - it sorts, extracts and processes incoming mail without the need for administrative resources and simply learns through practice.

The service sector still invests significantly more resources to handle letters and faxes than when processing customer contacts via phone, web and e-mail.
Since the late 90s, medium and large service organisations have introduced solutions for document digitalisation and logistics. This enables the transportation of documents in predominantly digital format.

However, the classification and distribution of document-bound business processes, their automatic recognition and subsequent processing is still mainly carried out using manual, cost intensive business process steps.

Using the new Mediatrix module MAILROOM 2.0, ITyX integrates digital mail processing in the form of a graphic workflow management system into the multi-channel customer service operation of a contact centre. Incoming documents are classified using self-learning methods. Dependent on priorities and escalation times they are then are routed to the most relevant and skilled available service team member.

This method is similar to the way modern call centre solutions define and produce call workflows. ITyX’s information retrieval methods for customer and product data allow significant reductions in processing times. Mediatrix identifies required data and carries out well-defined business processes, fully automated and without the need to involve a customer services administrator.

Mediatrix MAILROOM 2.0 can be applied in any back office. Its unique text analysis methods and self-learning features allow it to process any document type – from letters to forms to invoices.

Meet ITyX at Call Centre & Customer Management Expo from 22 – 23 September 2009 at the NEC in Birmingham, hall 9, stand G1. Call us on +44 (0)191 280 4349 or email service@ityx.de to set up a meeting at the exhibition.

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