Amae Software Licenses Complete Customer Integration Suite to TiVo

The Amae Customer Integration(tm)Suite Improves Customer Understanding and Research Through Direct Customer Feedback

Mountain View, CA (PRWEB) May 10, 2004 --Amae Software announces that TiVo Inc., the creator of and a leader in television services for digital video recorders, signed an agreement to purchase the Amae CI Suite to better understand subscriber perceptions of products and services and improve the customer service experience.

The Amae CI Suite will give TiVo subscribers the opportunity to provide immediate feedback regarding products and services via telephone, e-mail, Web, or chat, and does so in a manner that is inviting to customers – positively affecting customer satisfaction and loyalty.

Understanding customer feedback and perceptions is critical to improving satisfaction and maintaining customer loyalty," said Tori Mortensen, Director of Customer Service at TiVo. The feedback we receive using the Amae CI Suite is unique in that it is given voluntarily by the customer in the context of the current transaction. This distinctive functionality will help us to improve our customer service efforts and better capture the ‘voice of our subscribers."

TiVo will implement the complete Amae CI Suite including the Customer Feedback Module, Service Quality Management (SQM) Module, Enterprise Performance Management (EPM) Module, and the Customer Research Module.

Customer Feedback Module – Analyzes and reports feedback from all contact channels using interactive graphs in the context of each interaction/transaction type and in an uncomplicated way to track key performance and business objectives.

SQM Module – Converts customer feedback into a real-time driver of organizational process improvement. Users receive alerts regarding critical customer feedback or agent and team performance based on user-defined rules.

EPM Module – Sets service quality and performance goals at every level in the organization and identifies areas for improvement, training, and organizational priorities.

Customer Research Module – Manages and analyzes customer feedback across all channels to easily compare feedback by customer, transaction, or conditional responses.

Companies fall short of or exceed business objectives by virtue of customer perceptions of their products and services," said Vance Christensen, CEO of Amae Software. Customer Integration facilitates quick and accurate business decisions, better use of resources, and quantifiable improvements in customer satisfaction and loyalty. The process produces measurable and substantial financial benefits."

The Amae CI Suite offers all the features needed to improve the quality of customer interaction while lowering costs. By collecting customer perspectives and integrating them automatically with relevant data, the application delivers an advanced level of customer analysis and reporting to all levels in an organization. The Amae CI Suite's modular architecture utilizes existing information technology infrastructure and is installed with minimal hardware requirements creating little or no change to business processes.

About Amae Software
Founded in 2001, Amae Software provides the Amae Software Customer Integration Suite for companies committed to: collecting critical information from customers while lowering costs and increasing productivity; automating product/marketing/sales research; and improving overall customer satisfaction and loyalty. The companys 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 or send e-mail to info@amaesoftware.com.