Contact Center Solutions Featured Article

ResponseTek Updates Listening Platform

February 28, 2014

ResponseTek (News - Alert), a leading enterprise customer experience management (CEM) software solutions provider, announced launch of updates for its Listening Platform. ResponseTek has also achieved a milestone by reaching 250 million consumers globally, thereby earning the position as a trusted customer experience platform.

In a release, Gord Elder, vice president, products, ResponseTek, said, "When creating our product roadmap, client feedback is a key part of how we prioritize our development. As we work with the largest telecoms in the world, feedback is assessed and steps are taken to quantify how to deliver the most robust customer experience software solution for our clients to listen to their customers."

The Listening Platform, an end-to-end CEM solution, offers scalable, actionable insights on customer experience, enabling companies to take responsive action to save-at-risk customers and improve overall customer experience. Key features of the Listening Platform include multi-channel insights, role-based reporting, frontline mobile reporting, advanced analytics, action & workflow, social media listening, self-service knowledge base, real-time data integration, program management & support, custom reporting, data security & privacy, and back-end technology.

Syed Hasan (News - Alert), president and CEO, ResponseTek, said, "ResponseTek has been pioneering real time customer experience solutions for more than 14 years. Over the last five years, we have focused our knowledge and solutions on supporting the customer support needs of the telecom sector. We are excited that our solution is now helping world-class telecom companies monitor and improve the experiences of more than a quarter of a billion customers”

Hasan stated the company was using the information it received from its clients to learn and develop its overall service offerings. He was confident that going forward ResponseTek will form new partnerships and use its experience to enhance overall client satisfaction and enable ResponseTek to develop a more compelling product and solution in the coming year.

The updated Listening Platform will enable enterprises to connect additional customers; invite satisfied customers to post a message about their positive brand experience thereby utilize them as social media brand promoters; closed loop feature to convert negative feedback to a possible positive one with immediate service recovery action; telecom insights dashboard consolidates all key customer metrics in a single view in order to easily identify results, performance variability and facilitates benchmarking across different brands; and updated user interface, new features, usability and performance enhancements streamline adoption of customer-centric initiatives.




Edited by Cassandra Tucker

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