Amae Software Expands Customer Integration (CI) Suite with Release of Alerts Module

Amae Software has released its integrated Alerts Module, a component of the Amae Software Customer Integration Suite. Alerts are created using an intuitive Alert Generator and are based on customized business rules within the scope of the authenticated users role and function. Early implementations of the Amae CI Suite in established contact centers within the financial and consumer industries illustrate the strong willingness of customers to provide feedback with a participation rate of over 80%.

Amae Software Expands Customer Integration (PRWEB) July 19, 2003

Delivers Alerts Throughout an Organization Based Upon Real-Time Customer Feedback to Enable Faster and More Accurate Quality Monitoring, Problem Resolution and Customer Retention

Mountain View, CA (PRWEB) July 17, 2003 -- Amae Software has released its integrated Alerts Module, a component of the Amae Software Customer Integration Suite. Alerts are created using an intuitive Alert Generator and are based on customized business rules within the scope of the authenticated users role and function. Early implementations of the Amae CI Suite in established contact centers within the financial and consumer industries illustrate the strong willingness of customers to provide feedback with a participation rate of over 80%.

Let your Customers Monitor the Contact Center
Monitoring calls to ensure quality of service and script adherence is time consuming, costly, and cumbersome. The Alerts Module of the Amae CI Suite allows customers to monitor contact center transactions with a non-disruptive approach. By employing user-defined alerts, the Alerts Module provides an efficient system for consistent feedback on agent performance directly from the most critical source -- the customer.

Keeping Everyone Informed
Based on the user logged into the password secure system, the first screen in the new module reviews the type and status of each alert that has been issued. From there, the user can quickly review new alerts and change their state. The module makes it easy to understand when alerts were triggered and who and how they were issued. The review process also includes descriptions, messages, and action items associated with the alert.

Issuing and Managing
The system user can easily build new alerts and manage how they are generated. Using a step-by-step alert builder, business rules for alert generation can be quickly created. All alerts in the Alerts Module are created within the scope of the authenticated users role and function using an easy to understand Alert Generator.

Regardless of the type or scope of an alert, managing them at a detailed level is straightforward in the Alert Manager window. Alerts can be targeted in nature -- complete with detailed triggers and with a very specific scope-of-use.

Problem resolution and customer retention is difficult and costly in any organization. Customer-driven feedback and performance based alerts throughout an organization are critical to managing both-it's not only about keeping service standards at acceptable levels and facilitating constant improvement, it's also about recognizing and positively reinforcing employees," said Gerald Wluka, VP of Products at Amae Software.

A good system generates measurable decreases in customer retention and agent development costs and significantly reduces agent turnover. The Alerts Module addresses this and enables specific individuals, or the entire organization, to be notified every time a customer has a positive or negative action-merited experience with your company based on real-time customer feedback."

About the Amae Customer Integration Suite
The Amae CI Suite incorporates customer feedback collected from post-call surveys into an organizations business processes and performance metrics. The CI Suite directly decreases contact center operational costs while building customer loyalty and satisfaction. The benefits are measurable by providing detailed information in real-time regarding agent performance, customer satisfaction, market research, and other valuable customer data.

The CI Suite utilizes existing contact center systems and processes for rapid implementation and provides an affordable and modular approach to workforce optimization designed to produce a quick and measurable ROI.

The Amae CI Suite offers all the features needed to improve the quality of customer interaction while lowering support costs. By integrating multiple disparate legacy data sources with customer perspectives, enterprises can establish an advanced level of customer analysis and report required data to all levels of an organization.

The CI Suite's modular architecture utilizes existing IT infrastructure and is installed with minimal or no additional hardware and with no change to current business processes.

Please contact Amae Software for a complete demonstration of the CI Suite and Survey Builder Module.

Pricing and Availability
The Customer Integration Suite and the Alerts Module are currently available with pricing contingent on the size of your contact center/customer support organization. For details or more information, please visit www.amaesoftware.com, send e-mail to info@amaesoftware.com, or call 650-965-0820.

About Amae Software
Founded in 2001, Amae Software provides the Amae Customer Integration Suite for companies committed to: collecting critical information from customers while lowering costs and increasing productivity in the contact center; automating product/marketing/sales research; and improving overall customer satisfaction and loyalty.

The company mission is to significantly reduce operational expenses and increase productivity by automating the collection of customer feedback and integrating it into existing business processes.

Headquartered in Mountain View, California, Amae Software is a privately held company.

For more information, please visit www.amaesoftware.com, send e-mail to info@amaesoftware.com, or call 650-965-0820.