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 Group Inc. Has a New Partner in Saudi Arabia

Many companies are increasingly moving towards the idea of partnering with companies across the globe to expand their customer base in those respective countries. One such company is Interactive Intelligence Group Inc, a company that specializes in providing telecommunication solutions to businesses around the world. Recently, it has partnered with AWAL , the IT subsidiary of Saudi Telecom Company (STC), to reach out to customers located in Saudi Arabia. [ Read More ]
04/16/2014

Contact Centers Embracing Asterisk

The VoIP PBX Asterisk has long been touted, along with Linux, as one of the open source movement's biggest success stories, but how does the open source PBX fare under real-world contact center use? Very well, according to a guest post on Asterisk developer Digium's blog by Loway founder Lorenzo Emilitri. [ Read More ]
04/16/2014

OTRS Improves its Customer Support Software with New Features

OTRS Group has announced that it enhanced customer support software by adding new OTRS Feature Add-On "Ticket Allocation" feature to it. This is good news for service organizations and call centers that want to assign tickets automatically to its staff members. [ Read More ]
04/15/2014

Revana Wins Three Stevie Awards

Revana, the growth services division of TeleTech Holdings, Inc., recently announced that it was recognized with Sales Outsourcing Provider of the Year award, in the 9th Annual Stevie Awards for Sales & Customer Service. The company has won the Sales Outsourcing Provider of the Year award for third consecutive year. Apart from the Gold Stevie Award, Revana also won Silver awards both in the Online Sales and Telesales categories for its partnership with Google and another global client. [ Read More ]
04/15/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!