Vancouver, BC (PRWEB) April 25, 2007
ResponseTek Networks Corp. (http://www.responsetek.com), the leading enterprise customer experience management (CEM) software vendor, today announced the Spring '07 release of the ResponseTek:CEM on-demand suite.
ResponseTek:CEM enables companies to measure and report on experiences from the customer's perspective. It captures customer experience insights when and where the experience occurs, and delivers them in real-time to people empowered to act on them. New features in this release enhance reporting, escalation, and collection capabilities.
New Features & Enhancements in this release include:
Workforce management system integration
Clients with regularly changing front-line organizations can ensure that customer experience information reaches the right people as the organization evolves by integrating their workforce management structure directly into ResponseTek:CEM.
Scheduled reports for front -line employees
Clients can link front-line employees directly to the customer experience by providing them opportunities for self-coaching based on the experiences they deliver. Pre-defined reports distributed to their inboxes summarize their personal performance over the reporting timeframe.
Call detail record integration
Contact center clients receive richer and more detailed understanding of the factors that influence customer experience, including call length, type of call, or agent skills, through CDR integration capabilities that combine contextual call information with post-call web and IVR survey data.
Call Transfer Report to monitor agent gaming and influence
Any post-call IVR-based survey--even an automated one--that links customer experience directly to the agent faces the risk of agents influencing caller transfer to positively skew results. The Call Transfer Report makes it easy for supervisors and managers to monitor the transfer process and identify agents who may be influencing results.
Feedback escalation enhancements
Ensuring that issues are escalated to the right people in large, complex, and multi-solution clients is now easier with added flexibility to the escalation rules. Enhancements include question-specific score criteria, including thresholds and ranges, triggering the email alert to any level of the organization, and specifying CC and BCC recipients for each event.
Image-based survey questions
Clients have more choices in the survey question library, including the option to embed images or Flash objects into the survey interface. This enables clients to create interactive surveys with additional context.
ResponseTek Networks Corp. (http://www.responsetek.com) enables Global 2000 firms to increase revenues and profits by building customer advocacy and reducing customer defection. The company's on-demand Customer Experience Management (CEM) software helps organizations continually improve how they deliver their customer promise by driving the right information to the right people at the right time. Clients include Aon, T-Mobile, ntl, lastminute.com, WestJet, and Xerox.