Contact Center Solutions Featured Article

Vertex Taps Insight Now for Contact Center Tracking

November 20, 2008

Insight Now has been awarded a contract to provide Vertex, a global business process outsourcer and IT services company, with a suite of software to enable real-time tracking of customer experience and first call resolution within its contact centers in the UK.
 
The vendor specializes in using real-time customer experience and employee engagement surveys to optimize service delivery and business performance. The company was selected based on the fit of its product to the requirements set out by Vertex (News - Alert), including the ability to offer surveys via all media channels and to capture the customer, agent and team leader perspectives of each call being surveyed, Vertex officials say.
 
Vertex has identified one of its clients to be an early adopter, and is currently rolling out the new Insight Now product. The Vertexians say they intend to “socialize” the new service product “progressively to its other clients and prospects in the near future.”
 
In practice, client customers contacting Vertex-managed centers are given the opportunity to rate various aspects of the service they have received using Web-based, Interactive Voice Response and mobile phone technology. Responses are analyzed and the results sent to the advisor, their team leader and senior management.
 
Insight Now sells real-time measurement of customer satisfaction, First Call Resolution, and employee engagement services, described by company officials as “enabling businesses to pinpoint gaps in service delivery and staff motivation.”
 
One twist is that instead of bombarding agents with just managerial feedback, the Insight Now product allows feedback “showing satisfaction levels as judged by their customers, their team leaders and against their colleagues.”
 
Hence, Insight Now officials believe, agents and team leaders “together see vital performance data, generated by our proprietary Web-based Integrated Survey Engine presented on ‘live’ dashboards and via any contact platform: Web, mobile or IVR.”
 
The company claims the delivery of this information “requires no additional investment in IT” as well.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Q1 2015 Financial Results; Cloudier Skies is a Good Thing

As has been the case for the last several quarters, customer interaction solutions provider Indianapolis-based Interactive Intelligence Group continues to see the cloud as the silver lining for its continued growth. It is a belief amplified in the financial results it reported for Q1 2015. [ Read More ]
05/05/2015

China's Contact Center as a Service Market Jumps 10 Percent in Six Months

Anytime the Chinese market is considered in a particular industry the numbers blow everyone else out of the water, and with close to 1.5 billion people, that is to be expected. And while the country is still developing, it is rapidly catching up to first world markets by implementing the latest information and communications technologies (ICT) solutions. The new report from IDC about the Chinese contact center as a service (CCaaS) market highlights this fact. According to its latest survey, whic… [ Read More ]
05/05/2015

Thomas Cook Moves Workforce Management to the Cloud with NICE WFM Solution

Leisure travel group operator Thomas Cook has completed a significant migration to the cloud. The company has moved its on-premise NICE Workforce Management (WFM) solution to the cloud in the hopes of becoming more competitive and responsive to customers while also reducing ownership costs. [ Read More ]
04/27/2015

Interactive Intelligence Launches PureCloud Services in Australia and New Zealand

The rolling thunder of Interactive Intelligence enhancement and globalization of its PureCloud Amazon Web Services (AWS)-based, multitenant enterprise-grade collaboration, communications and customer engagement software and cloud services solutions continues to pick up speed. [ Read More ]
04/27/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!