ClearForest and iPhrase Technologies announced a new technology partnership. Under terms of the agreement, the firms will work together to deliver a set of eSupport solutions that will enable manufacturing and technology organizations to tap existing enterprise content to automatically develop support knowledge that can be used online and within the contact center to improve the support resolution process. The companies’ joint solutions will be compliant with IBM’s Unstructured Information Management Architecture (UIMA). iPhrase is working with ClearForest and IBM to deliver eSupport solutions to automatically create useful support knowledge by unlocking the value of existing enterprise content. IBM WebSphere Information Integrator provides a unified mechanism for tapping content that exists in various databases, content management systems, CRM applications and collaboration platforms. Once these documents are processed, metadata can be automatically discovered using UIMA annotators from Clearforest and iPhrase. With this approach organizations can leverage email dialogues, discussion group postings, case management notes, and related content to extend their support knowledge base by extracting information like the product line, product version, operating system, issue type, problem, and resolution. UIMA is a standard architecture developed by IBM Research that can be used to add text analytics to any application. http://www.iphrase.com, http://www.clearforest.com

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