ResponseTek:CEM Summer ’07 Release Enhances Analytics
New Features Deliver Insights from External Data
Vancouver, BC – July 27, 2007 – ResponseTek Networks Corp. (http://www.responsetek.com), the leading Customer Experience Management (CEM) software vendor, today announced the Summer ’07 release of the ResponseTek:CEM on-demand application suite.
This latest quarterly release brings new insight into customer experience drivers using existing integration with other customer data sources. These new capabilities provide a detailed understanding of the factors that influence experience indicators, such as advocacy and up-sell rates, and how these factors differ by customer segment, product line, geography, or other variables in the enterprise.
Some of the new features and enhancements in this release include a new report to easily understand how experience differs across a single variable, custom data analytics to dig deeper into the data from multiple perspectives, and the capability to track customer experience across constantly shifting front-line teams.
Relationship Analytics
This new report provides greater context about experiences in a single place. Users can quickly analyze the customer experience by all available client-defined data to easily see how it varies across multiple factors. For example, in a contact center where a client captures call details such as length of the call, Relationship Analytics provide quick insight into how this factor influences the end experience.
Customer Segment Analysis
Integration with a company’s internal information systems adds a new dimension to traditional business measures by overlaying real-time customer experience information. Clients can now drill into report results to understand what drives positive and negative experiences. For example, a client can look at extremely dissatisfied customers with calls over thirty minutes and identify which factors, such as number of transfers or call center location, influence the experience most. Using tools that deliver this level of insight, clients can quickly pinpoint the causes of inconsistent experiences and take action to improve them.
Dynamic Team Reporting
ResponseTek:CEM integration with workforce management systems enables dynamic team reporting that reveals a manager’s results based on who reported to them over time, regardless of the current reporting structure, while the standard view of team results reveals the scores for current teams. This feature is valuable for measuring managers’ performance in constantly changing structures, such as contact centers.
Actionable Customer Advocacy
ResponseTek:CEM makes advocacy metrics, such as NPS™, actionable. With Actionable Customer Advocacy, understand how every experience affects your customers’ likelihood to recommend and deliver the information that employees across the business, from the front-line to executives, need to improve the experiences they deliver and create new advocates.
ResponseTek:CEM enables companies to measure and report on experiences from the customer’s perspective. It captures customer experience insights when and where the experience occurs, and delivers them in real-time to people empowered to improve them.
About ResponseTek
ResponseTek Networks Corp. (http://www.responsetek.com) enables Global 2000 firms to increase revenues and profits by building customer advocacy and reducing customer defection. The company’s on-demand Customer Experience Management (CEM) software helps organizations continually improve how they deliver their customer promise by driving the right information to the right people at the right time. Clients include HSBC, T-Mobile, ntl, lastminute.com, Portugal Telecom, and Xerox.
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