Contact Center Solutions Featured Article

November 20, 2008

Vertex Taps Insight Now for Contact Center Tracking

By David Sims

TMCnet Contributing Editor

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.

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