Phoenix, AZ, August 13, 2008 --(PR.com
)-- Syntellect, Inc., a leading provider of contact center management solutions, announced today the launch of Survey Manager, a new integrated survey module for their award-winning Syntellect Customer Interaction Management (CIM) solution (formerly Apropos).
Survey Manager tightly integrates with Syntellect CIM to offer customers the ability to provide valuable feedback about their customer service experience. These surveys can provide immediate feedback and either be offered as IVR surveys or delivered later via e-mail through the survey website. Individual survey campaigns can support voice, e-mail and Web chat interactions simultaneously.
“Our philosophy has been that customers should be able to access the contact center by any method they choose, whether voice, voicemail, e-mail, Web chat or Web forms. Survey Manager extends this flexibility by offering customers the chance to provide their feedback in the manner and time they choose,” commented J.R. Sloan, vice president of marketing and product management for Syntellect. “Survey Manager makes it easy for the contact center to understand what the customer is thinking and feeling.”
The product’s integration with Syntellect CIM means that follow-up actions, based on survey answers, can be automatically assigned to agents or queues. This is advantageous for responding to a poor customer experience or taking advantage of a potential sales opportunity.
“Our clients are relentless in their desire to improve the customer’s contact center experience,” said John Downing, managing director of Pulse Contact Solutions, a firm that provides solutions and consulting services to contact centers in South Africa. “They understand the importance of maintaining customer satisfaction in order to retain their customer base. The real-time surveying that Syntellect’s Survey Manager provides to our Syntellect CIM-powered contact center clients helps identify less-than-ideal contact center experiences early on, so that they can take the appropriate action to improve service immediately.”
The information provided in surveys can be used to evaluate agent performance and measure overall contact center effectiveness. Survey results are viewable online, in both summary and detail views. The information can easily be exported to spreadsheets and databases for performance management purposes.
Multi-channel surveying of customer contact center experiences is critical to providing the highest level of client satisfaction, regardless of whether the center supports outside customers or internal employees. Syntellect’s Survey Manager is a flexible and powerful tool to learn what is on the mind of your customers.
At Syntellect, we help our customers create, maintain and continuously improve superior end-to-end service for their customers - personalized service that values their preferences from the way they contact a business, to the level of help desired. We measure our success by our ability to implement and continuously support solutions for our customers. With two decades of pioneering leadership and thousands of solutions deployed globally, Syntellect is a premier provider of enterprise-class contact center solutions for the utilities, financial services, government, high-technology, help desk, consumer products, and healthcare industries.
Syntellect is headquartered in Phoenix, Arizona, with additional offices in North America and the United Kingdom. For more information about Syntellect, Inc. visit www.syntellect.com