San Francisco, CA, – July 14, 2010 -MarketTools, Inc., the leader in
software and services for Enterprise Feedback Management (EFM) and market
research, today announced that they have entered into a strategic
partnership with West Interactive, a leading provider of hosted and managed
automated customer contact solutions, to offer Insight Customer
Intelligence, West Interactive’s customer survey solution. Insight Customer
Intelligence enables contact centers to boost customer loyalty and business
results with powerful survey capabilities and analytics that turn customer
feedback into immediate, actionable results.
“In today’s challenging business environment, it is more important than ever
for companies to actively listen and act on their customers’ feedback,” said
Pam Mortenson, President of West Interactive. “By bringing together West
Interactive’s market-leading contact center experience and MarketTools’ deep
expertise in survey best practices and customer loyalty programs, we are
able to help our clients better understand the customer experience to gain a
real competitive advantage and increased market share.”
“West Interactive’s selection of MarketTools validates that our combination
of software and services best addresses the needs of large customer-centric
organizations,” said Mike Pope, COO of MarketTools, Inc. “Our partnership
with West Interactive will further our position as the leader in EFM.”
Insight allows enterprises to listen to, analyze and act on real-time
customer feedback to continuously improve client interactions and business
operations. It helps call centers quickly identify what matters most to
customers, increase customer loyalty, reduce call handling costs and elevate
contact center agent performance. Key features include: Inbound and Outbound
IVR Post-Call Survey, Email/Web Survey, Survey Analytics, Customizable
Dashboards, Action Alerts, Call Recording and Case Management.
Insight is delivered through a web-based, Software-as-a-Service (SaaS)
platform to ensure worry-free maintenance, scalability and security. West
Interactive’s flexible, multi-channel customer feedback platform is quick to
deploy and can be configured to address a company’s unique business needs.
About MarketTools CustomerSat Software and Services
MarketTools CustomerSat is a SaaS Enterprise Feedback Management (EFM)
solution used by the world’s leading businesses to capture, analyze, and act
on feedback from customers, employees, and partners. MarketTools EFM
consultants are available to help CustomerSat customers get the most out of
their investment in EFM, from design of satisfaction programs to advanced
analysis of survey results. Through the use of comprehensive analytic tools,
action management technology, and the expert knowledge of customer
satisfaction consultants, MarketTools helps clients optimize satisfaction
and loyalty programs that deliver high-value business impact.
About MarketTools, Inc.
MarketTools is the leading provider of software and services for Enterprise
Feedback Management (EFM) and Market Research. The company is focused on
providing leading organizations the actionable customer insights they need
to make better business decisions that lead to high-value business impact.
As the first company to make online surveys widely available on the Web,
MarketTools continues its market-leading position by providing the broadest
range of powerful, accurate and integrated customer insight technologies
that empower companies to become the most customer-centric organizations in
their industries. MarketTools’ premier portfolio of technology-based insight
brands includes CustomerSatT, MarketTools.comT, TrueSampleR, ZoomerangR,
ZoomPanelR and ZoomPanel TechT.
MarketTools is a privately held company with corporate headquarters in San
Francisco and European headquarters in London. For more information, please
visit www.markettools.com.
About West Interactive
West Interactive is a leading provider of hosted and managed automated
customer contact solutions. We help our clients connect with their
customers more effectively, deliver superior service and maximize the value
of every customer interaction. We provide advanced technologies and a
highly scalable standards-based infrastructure to help businesses more
efficiently conduct multi-media transactions. We have the people,
technology and experience to handle the simplest or most complex solutions.
Services include custom speech applications, customer surveys, network based
call routing, and analytic services.
West Interactive, a subsidiary of West Corporation, is located in Omaha,
Nebraska, and serves Fortune 1000 clients in nearly every vertical market.
For more information, please call 1-800-841-9000 or visit
www.westinteractive.com.
