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Fast Search & Transfer ASA

ACIS Consulting Delivers RapidAnswer Search Solution for Customer Support

Toronto, Canada and Oslo, Norway (ots/PRNewswire)

- RapidAnswer Becomes the First Partner-Designed and Developed
Customer Support SDA Based Upon FAST's Powerful Enterprise Search
Platform
ACIS Consulting Inc, a leading Canadian reseller and systems
integrator of powerful search solutions from Fast Search &
Transfer(TM) (FAST(TM)), today announced the release of
RapidAnswer(TM), the first partner-designed and developed Search
Derivative Application (SDA) for Self Service. RapidAnswer, the
latest SDA to leverage the FAST Enterprise Search Platform (FAST
ESP(TM)) provides Customer Support Representatives (CSRs) with a
unified point of access to all relevant product and customer-related
information that may be scattered across various disparate websites,
knowledge bases, document repositories, databases and CRM
applications.
Enterprises today are faced with the imposing challenge of
providing a wide array of information to growing customer-bases about
a multitude of complex and often confusing products. At the same
time, these organisations are being asked to cut IT budgets for
support operations. RapidAnswer(TM) encompasses several key elements
to help address these challenges through improved customer support
productivity and reduced customer support call volumes.
The RapidAnswer solution leverages the most advanced FAST ESP
capabilities in natural language processing, rank tuning and
relevancy modelling to quickly deliver precise answers to customer
questions. It enables call centre managers to continually monitor and
identify the most frequently asked questions that generate high
volumes of customer support calls and to develop a knowledge base of
short and concise answers. RapidAnswer is used to provide website
visitors with a dynamic self service environment that quickly
captures their intent and directs them to the correct and most
relevant response. In addition, RapidAnswer continually tracks
customer satisfaction feedback on presented questions and answers and
identifies those topics that are leading to customer support calls
and customer dissatisfaction.
"In research conducted among our corporate customers, we found
that 80% of corporate support calls and emails relate to 20% of the
most basic questions, which can be answered with simple and straight
forward responses online," said Efrem Habteselassie, president of
ACIS Consulting. "These companies indicated that a system that would
enable them to better manage this high volume of questions and
answers could significantly reduce support costs and improve customer
satisfaction. The RapidAnswer solution addresses these needs by
providing a capability for identifying the high call volume
generators and a facility for authoring a knowledgebase to deliver
instant answers to these questions."
Key additional features of RapidAnswer include continuous polling
of customer satisfaction to presented answers, detailed management
reporting on query volumes and trends in satisfaction levels, direct
integration with customer support systems and content management
applications.
"To date, enterprise customer support solutions have not
adequately offered businesses a complete view of the customer
relationship. We are pleased to be working with ACIS Consulting to
bring to market the first Search Derivative Application that
addresses these needs and is based upon FAST ESP," said Ali I. Riaz,
FAST's chief operating officer.
About ACIS Consulting
ACIS Consulting Inc. (ACIS) is a management consulting and systems
integration company that started its operations in 1992 with its head
offices based in Toronto, Canada. ACIS is also the Canadian reseller
and systems integrator of the FAST(TM) enterprise search platform
(FAST ESP(TM)) and Stratify Discovery taxonomy development platform.
ACIS also hosts and manages outsourced search service on behalf of
its clients.
ACIS has served several government and private institutions as a
technology provider, a software developer, and as a technology
management consultant. Projects in which ACIS played a key role
include the implementation of Ontario Government Search gateway, the
Canadian Collaborative Seniors Portal search gateway, complete
upgrade of an Airline's back office systems; development of an
Internet-based insurance auction portal; as well as management
consulting in the implementation of a government network for
retrieval and management of vehicle emission data.
For more information about ACIS Consulting, please visit
www.acisconsulting.com, or send e-mail to 
fastsales@acisconsulting.com.
About FAST
FAST creates the real-time search and filter technology solutions
that are behind the scenes at the world's best known companies with
the most demanding search problems. FAST's flexible and scalable
integrated technology platform elevates the search capabilities of
enterprise customers and connects people to the relevant information
they seek regardless of medium. This drives revenues and reduces
total cost of ownership by effectively leveraging IT infrastructure.
FAST's powerful enterprise search technology solutions are used by
more than 1,500 global customers and partners, including America
Online (AOL), AT&T, Cardinal Health, CareerBuilder.com, Chordiant,
CIGNA, CNET, Dell, Factiva, Fidelity Investments, Findexa,
FirstGov.gov (GSA), IBM, Knight Ridder, LexisNexis, Overture,
Rakuten, Reed Elsevier, Reuters, Sensis, Stellent, Tenet Healthcare,
Thomas Industrial Networks, T-Online, US Army, Virgilio (Telecom
Italia), Vodafone, and Wanadoo.
FAST is headquartered in Norway and is publicly traded under the
ticker symbol 'FAST' on the Oslo Stock Exchange. The FAST Group
operates globally with presence in Europe, the United States, Asia
Pacific, Australia, South America, and the Middle East. For further
information about FAST, please visit www.fastsearch.com.
(c) 2005 Fast Search & Transfer ASA - Fast Search & Transfer,
FAST, FAST ESP, FAST Data Search, FAST Marketrac, FAST AdVisor, FAST
InStream, FAST ImPulse, FAST Search Best Practices, FAST SBP, FAST
ProPublish, FAST mSearch and the FAST four-colored logo are
trademarks of Fast Search & Transfer ASA. All rights reserved. FAST
disclaims any proprietary interest in the marks and names of others.
All other trademarks mentioned in this document are the property of
their respective owners.
http://hugin.info/134564/R/986737/147425.pdf

Contact:

For more information, please contact: Fast Search & Transfer Peter
Gorman (US) +1-781-304-2495; pr@fastsearch.com; Carine Zeier (Europe)
+47-23-01-13-47, +47-48-01-13-47 (Mobile); ACIS Consulting, Efrem
Habteselassie, +1-416-439-6579, fastsales@acisconsulting.com

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