Feedback – Analysis

AVOKE Caller Experience Analytics from BBN Technologies is the first and only solution that profiles complete end-to-end telephone interactions from the caller’s perspective.  Without installing any new hardware or software, the AVOKE Call Browser system captures the caller's entire experience from dialing to hang-up - including all announcements, prompts, IVRs, queues and agents - across all sites, continents and outsource partners.  Companies use the AVOKE Call Browser system to deliver real-time caller experience dashboards, and to supply process improvement teams with complete and objective customer data.  BBN also provides professional services to quickly analyze a large volume of calls and deliver specific and quantified improvement roadmaps. 

CFI Group leverages twenty years of experience with the American Customer Satisfaction Index (ACSI), the most precise, reliable, and actionable science to turn "voice of the customer" data into strategies for measurable results. No other survey and analysis methodology can capture the customer feedback you need and project the financial impact of each element of the customer experience. One system gives you key performance metrics and finds your best opportunities to increase customer satisfaction for the greatest return on investment (ROI). Use CFI Group to quantify the value of customer satisfaction initiatives and make sound, informed, strategic business decisions that protect your greatest asset:  your customer.

 Portrait Software is a global provider of Customer Interaction Optimization software that makes every interaction count.  The software is used by large organizations to deliver great customer service and to dramatically improve customer revenues, profitability and loyalty by applying insight and intelligent decisioning at the point of customer interaction.  In the face of fierce competition, every large and successful customer-focused organization faces the challenge of managing millions of customer communications across many different channels.  Portrait Software offers applications and solutions to optimize these customer interactions.

Prosodie Interactive is an industry leading Interactive Voice Response service provider with more than 20 years experience working with multi-national organizations in North America. Prosodie helps increase the CRM efficiency and customer experience for Contact Centers by automating applications such as: Inbound Call Routing / Steering, Branch / Dealer / Store Locator, Skills Based Routing, Service Activation, Outbound Marketing Dialer with Hot Transfer, Information Retrieval, Technical Support, Employee Care HR, Order Shipment Status and Much more.

RightNow is leading the industry beyond CRM to high-impact Customer Experience Management solutions. Companies around the world turn to RightNow to drive a superior customer experience across the frontlines of their business. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia.

Verint® Witness Actionable Solutions™ is the leader in analytics-driven workforce optimization.  Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience.  From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set – featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management and eLearning.  Impact 360 helps organizations improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.