UK mobile business communications company, Genesis Communications, has signed a deal with customer services software developer, Sense Software, to deploy the 6th Sense CRM system to deal with a growing need for client facing support facilities.

According to a spokesperson for Sense Software, the 6th Sense system will take Genesis's knowledge base and use it to inform the company's customer service representatives about the solution required to solve a client's problem. The system works through a standard web browser interface, and is said to be intuitive and self-learning, in order to better fulfil the needs of customers.

The two companies looked at the knowledge and customer query process within Genesis and realised that there was a need to take the knowledge out and make it available to everyone in a consistent and standard way, a spokesman for Sense Software told SM365.
 
'6th Sense will enable the business to answer customer queries in a standard, consistent way and increase first time query resolution. This will improve customer service and add to our competitive edge,' added Rob Rawlinson, managing director of Genesis Communications.