Qfiniti Survey Delivers Direct Link Between Customer Satisfaction and Agent Performance
IRVING, TEXAS, April 25, 2006 - etalk, a leading provider of contact center software and services, announced today that Qfiniti Survey, a powerful automated customer survey application, is now fully integrated onto etalk's single platform of call center solutions, Qfiniti Enterprise. In addition to customer surveys, Qfiniti Enterprise delivers a full suite of contact center solutions for quality monitoring, agent coaching and evaluation and advanced speech analytics - all in a single interface.
Qfiniti Survey provides a powerful and direct link between customer satisfaction scores and agent performance within the call center by recording both the agent/customer interaction and the subsequent customer input via interactive voice response (IVR), and then linking those recordings to the evaluation process.
Only Qfiniti Survey establishes this direct link between the performance of a contact center and the customer satisfaction that drives the business. Now with additional functionality that allows greater analysis of customer responses, Qfiniti Survey is even more advanced than etalk's previous survey tools.
"We think it is incredibly important to survey customers and be able to immediately act on the feedback they provide. We have found that surveys are a vital tool for driving corporate strategy in and providing superior customer service," said Vanessa D. Williams, Manager, Training and Employee Development with CenterPoint Energy, a utility company that utilizes etalk's customer survey technology.
According to a recently released Gartner report, customer surveys can carry significant ROI benefits.
"From being able to finely tune services and products to customers' needs, to actually increasing cross-sell and up-sell transactions by 15 percent to 20 percent, feedback is the most-powerful tool for CRM users," said Gartner analyst Esteban Kolsky in a 2006 report, "Implement Customer Satisfaction Management Processes to Improve Revenue."
Qfiniti Survey offers the ability to survey the customer immediately after the call. Real-time customer feedback is significantly more accurate than data collected later.
"Information gathered from a customer immediately after an event is 40 percent more accurate than information gathered 24 hours later," Kolsky said.
Companies using third parties to conduct customer surveys pay approximately $30 per call. A study last year conducted by Dick Bucci, an analyst with the Pelorus Group, illustrated that companies could save as much as $144,000 per year by shifting from outsourced surveys to in-house, automated surveys, while simultaneously increasing the total quantity of surveys by more than 300 percent.*
Qfiniti Survey Features
The only enterprise call center application that offers a direct, immediate link between agent performance and customer satisfaction scores.
Improves “calibration” and facilitates agent evaluation and scoring by linking survey results directly to recorded agent/customer interactions.
The only automated post-call survey solution to support traditional survey methodologies such as skip patterns, i.e. specific customer responses branch to appropriate questions.
Delivers the most accurate customer satisfaction data by providing real-time feedback.
Saves administrative time. Fully automated to gather customer survey data and instantly tabulates this information for management reporting after each survey.
Sends “Save the Customer” Alerts. Sends immediate alerts of a poor customer experience to a manager for immediate intervention.
Facilitates remote management. Solution is ideal for multi-site locations; administrators can create, review and print reports from any networked location.
* Savings estimate based on company paying average of $30 per call for monthly third-party surveys with a sample size of 400 surveys per month.
About etalk
etalk, an Autonomy Company, is the largest provider of contact center software and services that helps global, multi-site companies understand their customers and deliver outstanding service. Through 27 offices worldwide, etalk provides a unified, scalable, and centrally managed enterprise platform for call recording, quality monitoring and speech analysis to some of the world's best companies, including 35 of the Fortune 100. etalk offers the only technology to actually understand the communication a business has with its customers, automatically delivering relevant and accessible customer intelligence. For more information, go to www.etalk.com
About Autonomy
Autonomy Corporation plc (LSE: AU. or AU.L) is a global leader in infrastructure software for the enterprise. Autonomy's technology powers applications dependent upon unstructured information including call center, customer relationship management, knowledge management, enterprise portals, enterprise resource planning, online publishing and security applications.
Autonomy's customer base comprises more than 16,000 global companies and organizations including, among others, BAE Systems, Ford, Ericsson, Shell, Nestle, AOL, BBC, Reuters, Hutchison 3G, Royal Sun Alliance, Sun Microsystems, Philips, Boeing, Schneider Electric, Coca Cola, GlaxoSmithKline, Citigroup, ABN AMRO, Deutsche Bank, Nomura, the New York Stock Exchange, Daimler Chrysler, Kraft Foods, Lloyds TSB, the U.S. Department of Homeland Security, the U.S. Securities and Exchange Commission, NASA and the U.S. Department of Energy. Strategic reseller and OEM partners include leading companies such as BEA, Business Objects, Citrix, EDS, IBM Global Services, Novell, Veritas, Vignette, Supportsoft and Sybase. The company has offices worldwide.
The Autonomy Group includes: Aungate, a leader in technology for Real-Time Enterprise Governance; Virage, a leading supplier and visionary in Rich Media Management technology; etalk, a leading provider of enterprise-class contact center products, Cardiff, a leader in content capture and business process management solutions, and Ultraseek, a leading provider of business search engine.
Autonomy and the Autonomy logo are registered trademarks or trademarks of Autonomy Corporation plc. All other trademarks are the property of their respective owners.
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