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Every week, Call Center Times will showcase a Product or Service of the Week we feel offers the call center industry a significant benefit over existing systems, or something brand new!. The state-of-the-art is always changing, and we will try and keep our readers on the cutting edge!

Amae Software Benefits Summary

With a very quick and measurable ROI, Customer Integration™ technology revolutionizes data collection and brings a measurable customer-centric focus to product and service organizations everywhere. Imagine that your customer service representatives (CSR’s), reps, managers, and your executives all know what the customer is thinking regarding your products and services in real-time. Imagine what you could achieve.

Useful customer information—at last
The fact of the matter is that customer service organizations are missing the key data point to provide better service—the customer’s perspective. Most contact centers have limited ways of measuring the quality of customer service. Monitoring is time-consuming, expensive, and inherently subjective. Surveys are helpful only in identifying statistical trends and are often not timely or representative. There has been no effective way to measure individual CSR’s against a quality benchmark in real-time.

Enhance your bottom line
Imagine that you know how your contact center is performing in real-time according to actual customer perceptions in the context of their interactions. How would that change the way you manage your contact center?

• You could reward your CSR’s for both quality service and productivity.
• You could make smarter personnel decisions that measurably raise quality and customer satisfaction across your organization.
• You could better train your CSR’s to provide service that your customers expect.
• You could collect critical product, sales, and marketing information from key customers - continuously.
• You could measure cost savings while producing higher customer loyalty, and more revenue for your company.

And you can take all of these benefits straight to the bottom line.

By itself, or in combination with existing customer and operational data from existing systems, The CI Suite gives executives, managers and agents a number of measurable benefits that can be organized into three category types.

1. Operational Impact through reduced costs and increased productivity in the contact center.

2. Customer Research through an automated process that collects relevant product and support data for marketing, sales and product management activities.

3. Customer Satisfaction and Loyalty - information directly from your customers, that is tied to specific business processes and can be used to manage customer retention activities.

Unique Solution
Amae Software’s ground-breaking technology implements quickly, utilizes existing IT infrastructure, and delivers Customer Integration™ (CI) across your organization. The CI solution monitors all contact center telephone, email, Web, and chat activity and turns qualitative customer perceptions into quantitative data — data that is integrated with your existing enterprise systems.

Vance Christensen
(650) 965-0820
Vance@AmaeSoftware.com

The creator of Customer Integration Solutions
www.AmaeSoftware.com

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