TMC’s CUSTOMER magazine has named SoundBite Communications (News - Alert), a provider of customer experience management solutions, the recipient of its Product of the Year award for 2012.
"SoundBite Communications is an esteemed recipient of our 2012 Product of the Year Award for demonstrating its vision and devotion to excellence in customer experience management,” said TMC (News - Alert) CEO, Rich Tehrani. "SoundBite's innovative technology has enabled the delivery of numerous solutions that have improved the ROI for its clients while providing consumers with a better overall experience."
A multichannel communications platform, SoundBite Engage uses mobile devices and consumer preferences to help facilitate positive and intelligent communication between businesses and customers.
The cloud-based platform enables companies to conduct personalized, automated dialogs as well as agent-assisted communications over voice, text, e-mail and the Web in real time.
Live analytics can predict which calls are going to be productive and which ones are at risk of being abandoned by the customer. The platform also comes with an API so it can be integrated with other systems the company is using.
One major bank, Genesys, is already using the platform. Before Engage was installed, customers who called in would find themselves on hold for a long time, with a third of them hanging up in frustration – exactly the scenario SoundBite Engage is trying to avoid.
Now customers who have overdue credit card bills are directed to the self-service platform to make payments over the phone, or the platform’s analytics direct them to an agent. It’s reduced the call abandon rate by 83 percent and hold times were reduced by 94 percent.
“SoundBite enables results-driven customer engagements that provide quick time-to-value. We help our clients provide a superior customer experience so that they can build lifelong, profitable customer relationships that result in revenue growth," said Jim Milton, president and CEO at SoundBite Communications. "We are grateful to TMC's CUSTOMER Magazine for this recognition as it demonstrates our achievements in the advancement of customer experience management."
Edited by Braden Becker