Contact Center Solutions Featured Article

August 14, 2008

Syntellect Launches Survey Manager for Contact Centers

By Susan J. Campbell

TMCnet Contributing Editor

Syntellect (News - Alert), a provider of contact center management solutions, has announced the launch of Survey Manager. This new integrated survey module is built to integrate with the company’s Syntellect Customer Interaction Management (CIM) solution, formerly Apropos.

This new solution is designed to provide tight integration with Syntellect CIM to offer customers the ability to provide valuable feedback about their customer service experience. Such an approach has been proven to be more effective in capturing the consumer’s perception.

These surveys are designed to provide immediate feedback and can be offered as IVR surveys or delivered via e-mail through the survey website. Individual survey campaigns can support voice, e-mail and Web chart 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,” commented J.R. Sloan, vice president of marketing and product management for Syntellect, in a Thursday statement.

“Survey Manager extends this flexibility by offering customers the chance to provide their feedback in the manner and time they choose. Survey Manager makes it easy for the contact center to understand what the customer is thinking and feeling."

The integration with Syntellect ensures that follow-up actions, based on survey answers, can be automatically assigned to agents or queues. Such an approach allows the contact center to respond to poor customer service or take 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 (News - Alert) Contact Solutions, in the statement. Pulse Contact Solutions is 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," Downing added.

Surveys can be used to gather information that allow for the evaluation of agent performance and to measure overall contact center effectiveness. The results of the survey can be viewed online and the information can be easily exported to spreadsheets and databases for performance management purposes.

Contact centers are in place to serve the customer base, protecting the organization’s investment in that base. To do so, these centers must be able to deliver exceptional customer service.

Taking such an approach and actually ensuring that it is followed are two different things and surveys must be in place to guarantee performance in all interaction channels of the contact center.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

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