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Telephony@Work is consistently admired and lauded by Customer Interaction Solutions for developing products that complement how large call centers and outsourced contact center services providers really work, as opposed to how technology providers think they should work.

Telephony@Work
4225 Executive Square
La Jolla, CA, 92037

http://www.telephonyatwork.com


Product Name: Dynamic Customer Satisfaction Management

Telephony@Work provides adaptive multichannel IP contact center technology for enterprises and service providers. Its CallCenterAnywhere V.8.0 product is a comprehensive, multichannel IP contact center solution that provides enterprise contact centers with unique capabilities designed to maximize customer satisfaction and agent retention on a dynamic basis; by automatically adapting technology-driven business processes in the contact center based on customer feedback, agent performance and agent preferences.

Dynamic Customer Satisfaction Management (DCSM) is not a feature but rather a set of capabilities that spans across various technologies to deliver maximum customer satisfaction rates. Traditional service level approaches don’t provide reliable data on customer satisfaction because they measure adherence to corporate policies rather than whether customers were actually satisfied with the quality of the service that they received. CallCenterAnywhere Enterprise Edition V.8.0 effectively addresses the problem of how to accurately measure customer satisfaction by measuring it directly, with end-of-transaction surveys which supplement traditional service-level data analysis. The solution goes beyond existing survey technology approaches by dynamically implementing technology-driven responses to negative customer feedback and adapting routing rules to take account of customer feedback trends for future routing decisions.


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