Contact Center Solutions Featured Article

August 29, 2007

TARGUSinfo Provides On-Demand Data for Consumer-Facing Businesses

By Susan J. Campbell


Most consumers can recall an experience where they called an organization, worked their way through the interactive voice response system, provided their customer information to the system, finally reached a live agent — and was asked all over again for their information. Such an experience does not convey to the customer that they are important or that the organization really knows what they are doing.
 
The ability to electronically capture contact information on unknown callers in the instant their calls touch an interactive voice response system or call center promises to dramatically improve customer experiences, streamline interactions and enrich customer relationships.
 
This ability is a key feature offered by TARGUSinfo (News - Alert), a provider of On-Demand Data services for consumer-facing businesses, as well as the focus of a presentation by Paul McConville, TARGUSinfo Director of Consumer-Facing Services. The presentation will be held this week at the RightNow User Conference. RightNow is a provider of on-demand customer relationship management (CRM) solutions.
 
McConville will offer a panel entitled, “Improving Customer Experience with RightNow Partners,” that will detail how TARGUSinfo On-Demand Data services, in concert with CRM technologies such as those offered by RightNow, more effectively capture customer data, pre-populate agents’ screens, enrich interactive voice response systems and drive segmentation, routing and call-center performance analysis.
 
McConville will also detail how TARGUSinfo On-Demand Data services are elevating customer service at companies like Whirlpool Corp., a global manufacturer and marketer of major home appliances.
 
WHAT: “Improving Customer Experience with RightNow Partners,” a panel discussion at the ninth annual RightNow User Conference.
 
WHO: Paul McConville, TARGUSinfo, Director of Consumer-Facing Services
 
Others on the panel are:
  • Jan Johnson, UCN (News - Alert) Inc.
  • Brian Somers, insidesales.com
  • Moderator Dean Brown, Vice President of Channels, RightNow
WHEN: Thursday, Aug. 30, 2007, from 1:15 to 2:30 p.m.
 
WHERE: Colorado Hall E, Broadmoor Hotel , Colorado Springs, Colo.
 
TARGUSinfo offers unique identification, verification and location services to enable retailers, call center operators, communications service providers, Web-based marketers and others to dramatically increase the quality of their services and the effectiveness of their marketing.
 
Organizations are more and more beginning to understand how important customer service is to their long-term success. Too many companies in a variety of industries are finding their products commoditized as price competition has become more difficult. Research has shown that while consumers still want to find a good deal, they will pay more to deal with a company that delivers excellent service.

Service is now the key differentiator for most companies and vendors such as TARGUSinfo and RightNow are offering technology applications that can streamline customer service efforts to ensure a better overall experience, therefore protecting the customer base and helping to drive growth for the future.

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Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users.
 
Today’s Featured White paper is titled Enterprise Mobility: How to Unshackle Your Mission-Critical Applications brought to you by Motorola (News - Alert).
 
 
What’s the best resource to learn about latest trends in the IP communications industry? Why, INTERNET TELEPHONY Conference & EXPO, of course. ITEXPO West 2007 is just around the corner — this year it’s being held at the Los Angeles Convention Center in California, Sept. 10-12. Register here. Also, follow the links to preview sessions, speakers and exhibitors.
 


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