Contact Information: Address:       Phone: Fax: Web: E-mail: 2011 Palomar Airport Rd, Suite 300 Carlsbad,  CA 92009   USA 760-517-4100 760-930-9889 www.islanddata.com mtucker@islanddata.com

Company Facts: Founded: Ownership: Revenue: Employees: 1995 Private 50 Product Platforms: Systems: Databases:

 
 

Core Products and Services

Insight RT
Island Data's flagship product, Insight RT^TM, enables the real-time enterprise to increase sales, identify attrition risks, monitor product trends, capture and manage knowledge for Web self-service and improve marketing campaigns. Insight RT captures customer feedback from various sources, analyzes for the critical concepts and intent of the unstructured feedback, and converts the feedback into data that can be acted upon in real time. RT stands for Real Time, which highlights our fundamental market differentiator of enabling organizations to take immediate action on customer insights. Our other key differentiator is our patent-pending Concept Recognition Engine which we use in combination with other analytical methods to identify insights from unstructured customer interactions.

Insight RT - Web Self Service
Island Data’s products make it easy for companies to automate online customer service, providing
tremendous efficiency and cost savings, while increasing customer satisfaction through fast, accurate
responses to customers' questions. IRT - Web Self Service is a hosted online customer
service application that performs the following critical
functions:

- Receives customer queries from all online channels, including web form, e-mail, survey, FAQ,
chat and newsgroups
- Analyzes each customer inquiry using Concept Recognition technology and natural language
processing techniques
- Searches the knowledgebase for applicable responses to the inquiry

Within seconds of receipt of the original customer inquiry, IRT - Web Self Service generates relevant, useable responses to the end user from the knowledgebase. Inquiries that cannot be answered effectively from the knowledgebase can be immediately escalated to a human call center agent for assistance. A variety of statistical reports are provided through an administration portal to help our customers analyze their online customerservice performance, including inquiry resolution performance and identification of knowledgebase gaps that impact end user satisfaction.

Insight RT - Knowledge Management
The IRT - Knowledge Management module is a powerful application that enables companies to effectively implement a successful knowledge management strategy. With patent pending Response Fusion TM technology, IRT - Knowledge Management module offers a fully featured solution for the capture, creation, editing, review, approval and publishing of support knowledge.

The IRT - Knowledge Management module provides workflow and task management for knowledge engineers, and high-level data analysis and reporting for program management. It is the perfect application for creating the initial knowledgebase to power IRT - Web Self Service, or for managing an existing knowledgebase that has been converted during the Web Self Service implementation. The key to the success of this solution is its ability to automatically identify and create re-useable knowledge that can be delivered through automated channels. Use of these automated channels (such as e-mail auto-response, web self-help, customer feedback, online surveys, etc.) is significantly less expensive than an agent-assisted response.