Atlantic Research & Consulting Introduces Real-Time Customer Feedback and Call Center Software; Access Data Corp. to Provide Hosting, Training, and Support for Web-based Tools.Business Editors, High Tech Writers BOSTON & PITTSBURGH--(BUSINESS WIRE)--May 15, 2001 Atlantic Research & Consulting, a full-service market research and consulting firm Noun 1. consulting firm - a firm of experts providing professional advice to an organization for a fee consulting company business firm, firm, house - the members of a business organization that owns or operates one or more establishments; "he worked for a , and Access Data Corp, an end-to-end provider of business, technical, creative, and hosting solutions, have joined forces to introduce two web-enabled customer service tools designed specifically for the financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. industry. InTouch is the first browser-based research tool that allows companies to capture quantifiable data on a call-by-call basis and analyze customer feedback in real time. The software's "point and click" descriptor (1) A word or phrase that identifies a document in an indexed information retrieval system. (2) A category name used to identify data. (operating system) descriptor codes used to categorize comments are fully customizable and enable frontline employees to quickly and easily enter customer comments into the system. "While most organizations collect customer comments, it's usually in a variable text format that takes weeks to compile and examine," explained Lonnie Macdonald, senior vice president for Atlantic Research & Consulting. "We developed InTouch to help organizations objectively capture and analyze client comments in a standardized format in real time so that they can resolve issues quickly and increase customer loyalty." Call Trends, a customizable call monitoring A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval. and reporting software The following is a list of notable reporting software. Commercial software
"As calls are monitored and scored, the software continually tabulates the results and generates up-to-the-minute management reports for tracking performance trends," said Macdonald. Like InTouch, Call Trends is accessed via the web and hosted and supported by Access Data. The firm also provides on-site and web-based training for users. "Most financial services companies don't have an objective, standardized process for tracking customer comments or scoring the performance of their call center reps.," said Frank Polefrone, vice president, Access Data Corp. "These two packages give firms a simple yet powerful option for measuring customer satisfaction and responsiveness. Because the tools are web-based, implementation time is only a few weeks, and users don't have to install, maintain, or upgrade the software. We also customize the software to the customer's specific needs so that all they need is access to the Web using Internet Explorer Microsoft's Web browser, which comes with Windows starting with Windows 98. Commonly called "IE," versions for Mac and Unix are also available. Internet Explorer is the most widely used Web browser on the market. It has also been the browser engine in AOL's Internet access software. ." The InTouch and Call Trends software packages will be exhibited by Atlantic Research & Consulting and Access Data at the Investment Company Institute (ICI (language) ICI - An extensible, interpretated language by Tim Long with syntax similar to C. ICI adds high-level garbage-collected associative data structures, exception handling, sets, regular expressions, and dynamic arrays. ) annual meeting in Washington, D.C., on May 16-18 at booth number 600. About Atlantic Research & Consulting Atlantic Research & Consulting specializes in market research and consulting services for the financial services, insurance, health care, management consulting, energy, technology and other professional service industries, as well as government. The firm also develops web-based research tools. Atlantic participates actively as a member of the American Marketing Association The American Marketing Association, one of the largest professional associations for marketers, has 38,000 members worldwide in every area of marketing. For over six decades the AMA has been the leading source for information, knowledge sharing and development in the marketing profession. , the American Association of Public Opinion Research, and the Council of American Survey Research Organizations The Council of American Survey Research Organizations (CASRO) is the trade association of survey research organizations, representing over 250 companies and research operations in the United States and abroad. , which is the national trade association for survey research firms. For more information, visit www.atlantic-research.net or call 617/720-0174. About Access Data Corp. Access Data Corp. is the leading end-to-end provider of business, technical, creative, and hosting solutions for the financial services industry. Combining the extensive "domain specific" technology expertise of its consultants with its proprietary Cognition(SM) methodology, Access Data shortens time to market and minimizes risk for its clients. The firm provides solutions in areas such as: investment management, shareholder services, sales force automation Automating the sales activities within an organization. A comprehensive SFA package provides such functions as contact management, note and information sharing, quick proposal and presentation generation, product configurators, calendars and to-do lists. , e-customer relationship management, knowledge management, and branding. Access Data is headquartered in Pittsburgh with offices in Boston, Chicago, New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of , and San Francisco. For more information, visit www.accessdc.com or call 1-888-799-1744. |
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