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September 19, 2007
Co-nexus Adds Customer Satisfaction Survey Module to Quality Monitoring and Recording Suite
By Mae Kowalke, TMCnet Associate Editor
Co-nexus, a company that specializes in quality monitoring and recording solutions for contact centers, recently added a new module to its Customer Experience Management (CXM) software suite. The new module, 4myFEEDBACK, is designed to help call centers gain insight into customer experiences by using surveys.
Feedback from customers using the 4myFEEDBACK surveys empowers the call center team to make informed decisions and create tailored strategies to improve customer satisfaction rates. Surveys are recorded and paired with the customer/agent interactions for maximum effectiveness.
By appending customer satisfaction survey results onto recorded customers/agent interactions, supervisors gain the power to compare how customers ranked specific interactions and what actually happened during the call. Managers can access this information using a Web interface on any computer equipped with multimedia capabilities.
Co-Nexus build advanced speech recognition technology into 4myFEEDBACK so that, after customers can speak responses to survey questions, the information can be converted to a numerical score. This satisfaction score indicates how well a customer’s needs were met during a specific interaction.
4myFEEDBACK can handle up to 96 simultaneous survey ports, and an unlimited number of simultaneous survey campaigns. Custom surveys and reports can be created using a graphical user interface, and results from surveys (stored in an SQL database) can be exported in a variety of formats.
For maximum flexibility, Co-nexus built 4myFEEDBACK to run concurrently with other CXM applications or as a stand-alone system. The new module integrates with the 4myCALLS recording/quality monitoring system in order to pair recorded customer/agent interactions with survey results.
CXM is a suite of call center software that includes call recording, PC activity recording, performance/evaluation tools, agent coaching and, now, customer satisfaction surveys. To learn more about this software, please visit Co-nexus’ TMCnet.com channel, Quality Monitoring.
To learn even more about call center solutions, check TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP communications industry. The library offers white papers, case studies and other documents free to registered users.
Internet Protocol (IP) | X | | IP stands for Internet Protocol, a data-networking protocol developed throughout the 1980s. It is the established standard protocol for transmitting and receiving data
in packets over the Internet. I...more |
(source: http://www.tmcnet.com/channels/quality-monitoring/articles/11011-co-nexus-adds-customer-satisfaction-survey-module-quality.htm)
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