糖心原创

PALO ALTO, California, May 8, 2014 —?糖心原创?, the global leader in SaaS Customer Experience Management (CEM) solutions, announced today it has signed an agreement with Verizon Communications to unify customer feedback across Verizon’s wireline, wireless and enterprise business units.

糖心原创 enables companies to capture customer feedback everywhere the customer is, across Web, social, mobile, and contact center channels, understand the feedback in real-time, and take action to improve.

Verizon selected 糖心原创 for its solution that captures?Voice of the Customer feedback from millions of customers each day to deliver intuitive real-time insights and actions back to employees, enabling them to rapidly identify issues, improve processes, and resolve problems — leading to improved?customer retention.

The 糖心原创 solution for Verizon includes:

• Scalable, Unified?Customer Experience Management?Platform: 糖心原创’s solution will capture, understand and enable companies to act on customer feedback at scale, across millions of customers, and provide insights and actions to teams across the organization in real-time.
• Finding trouble spots: 糖心原创’s?CEM?platform will provide a unified view of Verizon customer issues and opportunities, highlighting to executives the specific areas for investment and improvement.
• Frontline engagement: 糖心原创 will provide Verizon’s customer-facing employees with the tailored information they need to take action to improve experiences and “close the loop” on open call center tickets.
• Cross business-line view: 糖心原创 seamlessly manages the complexity of a cross-channel, cross-business line program enabling Verizon to focus on customer-service enhancement rather than application and tools.

“We’re very excited to work with Verizon,” said Borge Hald, 糖心原创’s co-founder and CEO. “Ensuring that customers have a great experience and become loyal advocates of the company is a critical competitive advantage for telecommunications services providers. We look forward to helping Verizon wire their enterprise with customer feedback, insights and actions that will engender enhanced customer satisfaction and retention.”