Enterprise CEM Suite Delivers Voice of Customer Across Businesses
Vancouver, BC– April 10, 2007 – ResponseTek Networks Corp. (http://www.responsetek.com), the leading Customer Experience Management (CEM) software provider, today announced ResponseTek:CEM, the first suite capable of delivering a complete view of customer experience across the enterprise.
ResponseTek:CEM enables companies to listen to customers anywhere and at any point in the customer lifecycle with multi-channel collection, including online, over-the-phone, and in-store or branch. Regardless of how customers interact with the business, ResponseTek’s unique approach allows customers to quickly and easily provide specific feedback at each step of the customer lifecycle.
The new release marks the most significant update to ResponseTek’s on-demand software since its inception in 1999, and builds on the company’s expertise gained working with many of the world’s largest organizations. Key enhancements have been made in the areas of role-specific reporting, analytics, workflow, integration, and technology platform.
Reporting and analytics focused on experience gaps
ResponseTek:CEM boasts a unified scoring system that delivers a single view of customer experience. Information from disparate types of measures such as customer feedback, on-going point measures, periodic surveys and focus groups are integrated into a single framework, ensuring the entire organization works from a consistent view of the customer experience.
With customer experience reporting, one size does not fit all. Executives need up-to-the-minute summarized knowledge about their business areas. Front-line employees need real-time actionable information that they can respond to. Analysts need data in a form that reveals trends. ResponseTek:CEM provides a variety of views ensuring that users get the right information relevant for their role and function to enable them to understand and improve customer experience.
Workflow drives continuous improvement
ResponseTek:CEM goes far beyond feedback collection. The system is designed from the ground up to drive business success by enabling customer experience improvement.
- Individual customer comments are routed and addressed, closing the loop back to customers who have a complaint
- At-risk customers are identified and prioritized for quick resolution
- Systemic failures are resolved by facilitating action-orientated collaboration to resolve service-critical issues
- Action management, escalation and knowledge sharing features help to ensure that the business delivers the intended joined-up customer experience
In tegration with external systems
Customer Experience Management doesn’t happen in isolation. ResponseTek:CEM has been designed to build on existing systems with tight two way integration with applications such as CRM, ERP, and workforce management systems. Combined, they give organizations the ability to understand exactly which types of customers have good or bad experiences, and when and where they occur
Technology innovation
ResponseTek:CEM employs the latest technologies to deliver a high availability, highly secure multi-tenant on-demand platform, that meets the needs of the worlds largest financial services firms. AJAX technology delivers an intuitive and powerful graphical interface helping users to quickly get value out of customer experience information. The software-as-a-service model enables ResponseTek to deliver an extremely configurable solution in weeks, rather than the months associated with traditional approaches. Thanks to a single code-base, clients get a highly stable solution, while ResponseTek has a platform enabling the product innovation which maintains the firm’s leadership in enterprise customer experience management.
About ResponseTek
ResponseTek Networks Corp. (http://www.responsetek.com) enables Global 2000 firms to increase revenues and profits by building customer advocacy and reducing customer defection. The company’s on-demand Customer Experience Management (CEM) software helps organizations continually improve how they deliver their customer promise by driving the right information to the right people at the right time. Clients include Aon, T-Mobile, ntl, lastminute.com, WestJet, and Xerox.
