CustomerSat Enterprise 7 Extends Multi-Channel Support; Enterprise Customer Feedback Leader Delivers Support for Speech-Enabled IVR and Handheld Devices.MOUNTAIN VIEW, Calif. -- CustomerSat, Inc., the leader in real-time feedback solutions for building customer satisfaction and loyalty, today announced the general availability of the CustomerSat Enterprise 7 survey and analytics system. Enterprise 7 enables businesses to hear, analyze, and act on the voice of the customer through multiple channels, including speech-enabled Interactive Voice Response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) and web, in addition to traditional phone interviews and paper questionnaires. CustomerSat's support for these channels now extends to mobile devices such as PDAs and cell phones. "Multi-channel applications represent a tremendous opportunity as our society becomes increasingly mobile," said Geoff Walker, mobile industry analyst and Technology Editor for Pen Computing See gesture recognition and tablet PC. Magazine. "With Enterprise 7, CustomerSat is leading the market research industry towards the improved response rates, satisfaction and loyalty that multi-channel customer feedback enables." Feedback Anytime, Anywhere Enterprise 7 extends CustomerSat's comprehensive, hosted application to address the multi-channel feedback needs of large enterprises. New support for wireless Palm, BlackBerry and Windows Mobile-based devices enables companies to survey customers on the road and employees in the field. A customer can complete a survey immediately after a service experience, for example, while riding in a taxi or waiting in line at the airport after checking out of a hotel. One CustomerSat client uses BlackBerry PDAs with CustomerSat Enterprise for customer intercept interviews. Speech-enabled IVR allows companies to automate many conventional phone interviews and substantially reduce labor costs. It also allows customers to respond to surveys at any time, not just when interviewers call. When used with hands-free cell phones, speech-enabled IVR allows customers to respond to surveys even when driving to work or taking a stroll. Speech-enabled IVR interprets and digitizes customers' spoken ratings and rankings, and records and stores customers' verbatim ver·ba·tim adj. Using exactly the same words; corresponding word for word: a verbatim report of the conversation. adv. comments as audio (.wav) files. Customers may also provide their responses through their telephone keypad A telephone keypad is a keypad that appears on a “Touch Tone” telephone. It was standardised when the Dual-tone multi-frequency (DTMF) system was introduced in the 1960s, and replaced the rotary dial. . Audio file storage and playback from within Enterprise 7 enables managers to hear verbatim comments in a customer's own words and tone of voice. All survey results can use CustomerSat's powerful online analytics, dashboards, and Action Management along with feedback gathered through other channels. "Enterprises serious about customer loyalty gather feedback by whatever means and at any time their customers wish," explained John Chisholm Sir John Chisholm, FREng (born August 1946) is the Executive Chairman and former Chief Executive of QinetiQ and chairman of the Medical Research Council. He attended Cambridge University on a scholarship from General Motors. , Chairman and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. , CustomerSat. "CustomerSat Enterprise 7 enables companies to gather feedback from customers anytime, anywhere. It also allows those organizations to design and implement the most cost-effective feedback systems overall and achieve the highest survey response rates." To maximize response rates, Enterprise 7 can automatically escalate survey invitations across channels. For example, customers who do not respond to online surveys within a certain number of days can be transferred to call center agents for phone interviewing. Other New Enterprise 7 Features Among other new features, CustomerSat Enterprise 7 allows companies to access results within CustomerSat from a CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. system, such as Salesforce.com or PeopleSoft, simply by clicking a link. Enterprise 7 also delivers powerful analytics capabilities, deeper email management features, faster data loading Copying data from one electronic file or database into another. Data loading implies converting from one format into another; for example, from one type of production database into a decision support database from a different vendor. See data entry. capabilities, powerful security and performance, and increased international capabilities. About CustomerSat, Inc. CustomerSat is the leading provider of enterprise solutions for measuring, analyzing, and managing enterprise-wide action responding to real-time customer feedback. With advanced technologies and proven market research techniques, CustomerSat solutions have helped companies such as AMD (Advanced Micro Devices, Inc., Sunnyvale, CA, www.amd.com) A major manufacturer of semiconductor devices including x86-compatible CPUs, embedded processors, flash memories, programmable logic devices and networking chips. , Ariba, BellSouth, Canon, Digital Insight, Honeywell, Salesforce.com, VeriSign, and WebEx. Through its comprehensive Managed Service and Self Service offerings, CustomerSat delivers feedback solutions for service and support, sales and marketing, HR, channel and partner management, IT, website operations and e-commerce, supply chain management and investor relations Investor relations The process by which the corporation communicates with its investors. . CustomerSat is headquartered in Mountain View, California For the census-designated place, see Mountain View, Contra Costa County, California. For other places called "Mountain View", see . Mountain View is a city in Santa Clara County, in the U.S. state of California. The city gets its name from the views of the Santa Cruz Mountains. , with offices in the UK. For news, product demonstrations, and other company information, visit www.CustomerSat.com or call 1-800-372-7772. CustomerSat and CustomerSat Enterprise(TM) are trademarks of CustomerSat, Inc. Palm, BlackBerry, and Windows Mobile The Windows platform from Microsoft for handheld devices, including PDAs, cellphones and Portable Media Centers. See Pocket PC, Pocket PC Phone Edition, Smartphone and Portable Media Center. are trademarks of their respective owners. |
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