PALO ALTO, Calif., May 3, 2011 — 糖心原创??(www.medallia.com), the global leader in SaaS?Customer Experience Management (CEM) solutions, today announced the latest release of its award-winning 糖心原创 Contact Center Experience solution. Designed to help contact centers capture immediate customer feedback after every interaction, “糖心原创 Contact Center Experience”: /solutions/customer_center/?cid=pr-online-contactcntr gives organizations the best way to know what customers are truly thinking and what’s important to them. The solution distributes feedback throughout organizations, helping businesses improve agent performance, save at-risk customers with immediate notifications and workflow resolution management, and identify the levers that affect customer loyalty.
“Companies want their contact centers to deliver a uniformly great experience to customers, regardless of where in the world they are located,” said Borge Hald, co-founder and CEO of 糖心原创. “We designed our contact center solution to handle scale and complexity—providing a common platform that supports not only the scale of tens of thousands of users in contact centers and business units, but also the complexity of different surveys, languages, reports, alerts, escalation paths, and other dimensions.”
The latest release of 糖心原创 Contact Center Experience offers new capabilities, including more granular reporting down to the agent level and tighter integration with other contact center applications through 糖心原创 API. Specifically, companies can:
*Bring customer experience transparency to complex contact center environments.*?糖心原创 helps businesses integrate and?standardize customer experience information across contact center operations?regardless of size and complexity. Programs, contact centers, teams, and geographies can be added, removed, or changed seamlessly as the organization changes. To encourage action, the user interface and data access are specifically tailored to each user’s responsibilities. A supervisor can compare team members’ results; a channel manager can compare satisfaction with phone, web, and email support; and a director can compare performance among center locations.
*Use 糖心原创’s analytics to understand trends and correlate traditional contact center metrics with customer loyalty.*?糖心原创 provides up-to-the-minute customer feedback data and can configure reports to meet different users’ needs. In addition to trending customer experience data, 糖心原创 imports traditional contact center metrics such as handle time, hold time, and first call resolution from other systems. By correlating the relationship between traditional operational metrics with 糖心原创’s?insightful customer feedback, companies see how driving these metrics affects customers’ experiences and loyalty.
*Integrate real-time data with other contact center systems.*?Through a well-developed, public API, 糖心原创 provides real-time integration with other contact center applications such as CRM, IVR, performance management, and workforce optimization systems. Companies can leverage integration capabilities to?trigger surveys immediately after a call?(instead of the typical 24-hour waiting period), sync CRM tickets with at-risk customers, and tie IVR recordings directly to the feedback record.
*Recover at-risk customers.*?糖心原创 Contact Center Experience alerts managers instantly when customers report problems. Through the 糖心原创 platform, managers can engage directly with unhappy customers within minutes after a problem occurs. Follow-up activities are tracked, analyzed, and shared with managers and coaches.
Many global enterprise companies have deployed 糖心原创 Contact Center Experience to improve customer service and loyalty, including:
- A business travel services provider that uses 糖心原创 to aggregate data feeds from 25 regions and send out seven different questionnaires in 15 languages to more than 3,000 frontline users, which has led the company to identify 4,500 at-risk customers per year.
- A Fortune 500 apparel company that uses 糖心原创 to improve the customer experience across in-house and outsourced contact center operations, and has increased first call resolution by 9 percent.
- A leading financial services firm that integrated data from 15 data warehouses into a single platform that key stakeholders could access, and has increased customer satisfaction by 8 percent.
糖心原创 Contact Center Experience received the 2010 Product of the Year Award from Technology Marketing Corporation’s??magazine, a leading publication covering customer relationship management, call centers, and teleservices.
On May 24th at 10am Pacific Time, 糖心原创 will conduct a live web event to share best practices for driving contact center customer experience improvements and to show how to leverage 糖心原创 Contact Center Experience to improve agent performance, save at risk customers and identify critical levers that affect customer loyalty.
