Allegiance's Engage 6.0 Delivers EFM Data in Real Time

In today’s challenging and competitive goods/services and staffing marketplaces, enterprises need invaluable feedback data: from customers and employees in real time to enable them to make quick, accurate decisions on products, features, pricing, recruitment, and retention.

Allegiance has done just that with its new Engage 6.0 hosted multi-channel enterprise feedback management (EFM) platform that reportedly has the industry’s first real time data synchronization system. Branded as DataSync, the new feature allows feedback data to be shared immediately with diverse applications such as CRM and ERP to provide a complete view of company relationships.

Using DataSync, companies can combine feedback data with internal customer and human resources information. For example, by checking a customer’s transaction history in a CRM system while reviewing customer feedback, managers can take specific action to avoid losing that buyer, such as contacting them to see how the firm can improve the experience.

DataSync can also help firms retain quality contact center agents that are the key to CRM by capturing responses to questions on what the top performers liked and disliked about working for the company. By addressing both the customer and employee portions of the equation, Engage 6.0 through DataSync can help enterprises grow by finding opportunities and responding to issues.

“Customer data comes in many shapes and sizes, each of which provides a limited degree of business value,” says Jim Davies, research director at Gartner (News - Alert), in a statement. “However, combining these data sources to create a holistic view of the customer that encompasses everything from their attitude to the scope of their relationship will enable an organization to make better decisions that will directly impact loyalty, satisfaction and revenue growth.”

To help firms benefit from features like DataSync, Allegiance (News - Alert) has expanded its professional services to include data gathering and action plan consulting. Company loyalty experts will work closely with companies to create a strategy to gather feedback data through all channels that are most appropriate for them. These include and can combine post transaction, receipt surveys, online, Web forms, and IVR. The Allegiance professionals will also consult with organizations to develop and execute a strategic action plan that yields measureable improvements in customer and employee engagement.

Allegiance has also made other enhancements in Engage 6.0. These include:

 

--Flexible Dashboard Manager, which enables users to create custom dashboards with information relevant to their specific area to save and share with others.

--Enhanced User Interface, which is faster and more scalable than in previous versions, allowing users more flexibility and ease of use. Allegiance reduced the number of clicks/keystrokes by as much as 30 percent. It has also integrated AJAX support in many areas to increase the speed of screen refresh and reduce load on the network.

--Threshold Alerts, which are instant e-mail notifications sent to when customer or employee engagement levels reach pre-set levels based on a specific number of survey responses. This gives companies the ability to be proactive and take immediate steps to ensure customer and employee retention.

 

“Typically, businesses have a customer service system that tracks incoming calls, a CRM tool that gives purchase insights, and a database full of sales contact information,” said Adam Edmunds, CEO of Allegiance, in the release. “But until now, they had nothing that links them all together. DataSync multiplies the value of Allegiance EFM existing database-oriented applications by connecting the data within each for maximum results.”