As the customer experience continues to play an increasingly important role in the success of a business, there is a need to offer solutions that help make quality customer experiences possible.

 

Recognizing this need, and in response to the UK BPO industries failing to keep pace with customer demands for better service, Vertex, a BPO provider, linked up with CEM software vendor ResponseTek to help their clients achieve the visibility needed to better understand their customers experiences.

 

As per the partnership, ResponseTek's Customer Experience Management (CEM) software suite will be combined with Vertex's in-house technology platform to, offer businesses the ability to monitor customer experiences 24x7. The combined solution will also help improve performance by encouraging customers to provide feedback on their experiences so clients have a way of responding to, and acting upon, actual customer feedback. 

 

Commenting on these new capabilities John Hall, Vertex Private Sector & Utilities Managing Director said in a statement, "By listening to how customers respond to our service and being able to act quickly to put things right when they go wrong, we have a solution that is both technologically advanced and a real differentiator in customer management outsourcing."

 

Also commenting on the partnership and its direction, Syed Hasan, ResponseTek CEO said, "We have been working alongside Vertex at a client location for some time now and are excited to be partnering with industry leaders who share our vision of integrating the voice of the customer into contact centers. While others continue to build outsourced silos, Vertex will be offering real-time transparency into the customer experiences it delivers on behalf of its clients."