West Interactive Introduces Insight Customer Intelligence
West Interactive introduced Insight Customer Intelligence, a network-based, automated customer survey tool designed to measure the quality of customer interactions and improve customer retention. Using West's interactive voice response (IVR) infrastructure, Insight gives customers the choice to participate in a brief survey immediately following their interaction with the customer service agent.
With Insight, contact center management and operations can access customer feedback through a Web-based portal that integrates the customer's satisfaction rating, including spoken comments, with a recording of the actual agent call. The survey is controlled by the caller and is anonymous to the agent. Based on the customer's satisfaction score, Insight can also request if the customer would like a callback or be transferred for immediate assistance.