A New Relationship
Management Solution That Gathers Critical Customer Satisfaction
Opinions.
Houston,
Texas - November
23, 2004:
Co-nexus Inc., one of the nation's leading providers
of customer experience management solutions for contact
centers, today announced the introduction of CXM® REPORT - SURVEY,
a revolutionary new software application that queries
customers for data concerning their satisfaction level
with the contact centers support service and its products.
Customer CXM® REPORT - SURVEY uses new speech recognition
technology to allow participating customers to respond
to survey questions verbally as well as by touch-tone
phone.
CXM® REPORT - SURVEY is designed
to bridge the gap between a contact centers perception
of satisfaction levels with the actual satisfaction experienced
by its customers. Current quality monitoring systems
do an excellent job of providing contact center supervisors
with tools to determine if agents are following proper
company procedures to ensure a satisfactory interaction
with customers. These tools, commonly referred to as
grading or performance evaluation software, are used
to identify agent deficiencies. Once deficiencies are
spotted training is commenced. The quality monitoring
systems provide data from the company's perspective but
fail to provide any insight from the customers' perspective.
CXM® REPORT - SURVEY gathers data
directly from customers immediately following their interaction
with an agent in the contact center. Customers participating
in a survey can respond to questions using their touch-tone
phone or verbally. Survey results are scored and intelligently
catalogued for later retrieval. Reports can be generated
from any PC using a web browser interface. These reports
provide direct evidence of customer satisfaction levels.
When combined with Co-nexus CXM® record software the survey
responses are linked to the preceding customer - agent
interaction giving quality-monitoring supervisors the
ability consider the survey response and to hear the
recorded phone conversation between the customer and
the contact center agent.
Co-nexus' CXM® REPORT - SURVEY
module is a cost effective solution that automatically
collects critical data used to accurately evaluate customer
satisfaction levels. CXM® REPORT - SURVEY compliments
the contact centers quality management process by adding
data gathered directly from the customer.
Co-nexus Inc., headquartered in
Houston, Texas is one of the nation's leading providers
of call logging and quality monitoring solutions for
contact centers. Co-nexus has hundreds of customers,
many leading companies, utilizing its CXM® software to
improve customer service levels. For more information about Co-nexus CXM® technology visit our website at http://www.4cxm.com.
