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Interactive Intelligence Ramps Up with Customer Feedback Management
Products
(Wireless News Via Acquire Media NewsEdge)
Interactive Intelligence, a provider of unified IP business
communications solutions, is introducing new customer feedback
management products designed to help organizations better measure and
improve customer service.
The company said the first product being introduced is Interaction
Feedback -- an automated customer satisfaction survey module that
enables organizations to accurately measure customer service levels in
a timely and cost-effective way.
Further extending its customer feedback management portfolio, the
company is also actively developing a speech analytics/emotion
detection product. The product is designed to provide real-time alerts
to contact center supervisors when heightened emotion is detected on a
call.
Both customer feedback management products are designed as add-on
modules to the company s Interaction Center Platform -- a
standards-based, all-in-one platform designed to reduce the cost and
complexity introduced by multi-point products.
"During these challenging economic times the need for communications
technologies that help organizations improve service levels and retain
customers becomes more critical than ever," said Yankee Group program
manager and senior analyst, Ken Landoline. "We consistently find there
is a major discrepancy between company perceptions of customer
satisfaction and reality. The new customer feedback management products
from Interactive Intelligence enable organizations to take a more
real-time approach to identifying and resolving specific customer
problems, while providing a cost-effective method for measuring and
managing true customer satisfaction levels."
In addition to a wizard interface that eliminates the need for
programming expertise, Interaction Feedback offers organizations
real-time supervisory alerts, integration with call recording and
scoring features, the removal of agent bias in the survey process, and
a built-in third-party question library from CFI Group, which holds a
patented methodology for tying customer satisfaction to financial
results.
The Interactive Intelligence real-time speech analytics software module
will enable organizations to monitor calls in real-time to detect
heightened states of emotion. The module will also include supervisory
monitoring and alerts, along with the ability to distinguish between
customer and agent emotion.
"Real-time feedback and simplicity are the two main things missing from
today s customer feedback methods," said Interactive Intelligence
founder and CEO, Dr. Donald E. Brown. "By offering our Interaction
Feedback and real-time speech analytics products as part of our
all-in-one communications software suite, we give organizations the
most cost-effective and simple way to proactively address customer
issues before they escalate. With discussions of improving the customer
experience now taking place at the board level, our alternative to
costly and complex standalone feedback management products has major
significance that extends beyond the contact center into the entire
enterprise."
Interaction Feedback is planned for general availability in Q3 2008,
the company noted in a release.
((Comments on this story may be sent to newsdesk@closeupmedia.com))
((Distributed on behalf of 10Meters via M2 Communications Ltd -
http://www.m2.com))
((10Meters - http://www.10meters.com))
Copyright ? 2008 Wireless News
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