Edify, BenchmarkPortal Team on Customer Satisfaction Portal

Edify, a supplier of multi-channel enterprise CRM solutions, announced it has teamed with BenchmarkPortal to provide a service that enables contact center managers to gather real-time information regarding a caller's customer satisfaction level. As providers in customer relationship management and contact center performance evaluation, Edify and BenchmarkPortal have teamed to provide reliable real-time information regarding the level of service customers feel they are receiving and insight into ways to improve customer retention.

Accessed via the BenchmarkPortal center, the new joint service called SatScore, siphons off a statistically relevant number of calls from a center and routes them to a voice self-service system that asks the caller to indicate their satisfaction with a call. The data is collected and made available to the contact center manager via BenchmarkPortal reports that can be accessed online. The service is powered by Edify's Customer Feedback and Analysis (CFA) application that provides a sophisticated analytic engine for automating the process of gathering and analyzing customer information.

The partners expect that as managers utilize SatScore and become familiar with the advantages of caller interaction, they will become interested in more sophisticated methods of satisfaction measurement. BenchmarkPortal is a source for customer relationship management (CRM) best practices information for contact centers. Founded by Dr. Jon Anton, BenchmarkPortal provides data to contact center managers via a series of actionable reports. Through these reports, as well as research, BenchmarkPortal aims to contribute to the improvement processes of individual customer call centers and ultimately to improve the performance of this vital sector.

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