Acting on Customer Insight is Easier with ResponseTek:CEM Fall ’07
Fall Release Smoothes Workflow and Actioning Capabilities
Vancouver, BC – October 30, 2007 – ResponseTek Networks Corp. (http://www.responsetek.com), today released Fall ’07 updates to ResponseTek:CEM, demonstrating the company’s commitment to providing the leading on-demand customer experience management (CEM) software.
After delivering powerful customer analytics capabilities in the Summer ’07 release, Fall ’07 focuses on helping clients take action from that insight to drive improvement across the business. Now, ResponseTek users have simple tools to understand all aspects of an individual customer’s feedback and take appropriate action, whether following up internally or directly with the customer.
“One of the greatest challenges facing corporations that have embraced the customer advocacy or NPS™ approach has been that once the corporate measures are in place, it has been difficult to provide actionable information,” explained CEO Syed Hasan. “ResponseTek:CEM has always delivered actionability as a key feature, and Fall ‘07 further advances these capabilities by making it easier for users to act on the information they receive.”
Fall ’07 key features include:
Faster Action Through Enhanced Workflow
Customer feedback often addresses multiple issues or questions related to different parts of the business. ResponseTek:CEM now provides users with quick access to all elements of a customers’ feedback and the workflow tools to independently manage each element of that feedback as needed. These enhancements mean that whether the user is a senior manager dealing with escalated issues, or a front-line service representative dealing with a specific area of expertise, everyone has the ability to view and manage all activity and actions assigned around that individual customer experience.
Control Over Notification Scheduling
Fall ’07 extends ResponseTek:CEM’s already powerful real-time alerting engine with additional flexibility: now clients can trigger feedback notifications based on multiple rules to multiple recipients. For example, feedback alerts can be scheduled after data is synchronized between ResponseTek:CEM and other customer management programs to ensure users have all of the information they need to address the customer feedback effectively.
Call Recording Notifications for Contact Center CEM
ResponseTek:CEM notifies users when customer call recordings are available to complement post-call feedback. Managers have additional content to understand the customer experience, delivering more relevant and timely coaching to agents.
User-based Security Control
Clients using ResponseTek:CEM to monitor out-sourced service providers can comfortably ensure that people in those organizations only see information that is relevant to them. Access can be granted according to any organizational structure, meaning companies can limit what information is available to specific lines of business or geographic regions.
Improvements to Summary Emails
An important tool for ResponseTek:CEM users is the regular email summary. Delivered daily or weekly, this email delivers a snapshot of the customer experience to employee desktops. Fall ’07 enhances this key communication tool by adding depth to the content, including a sample of what customers say about the company in their own words. Users can respond to or escalate the comments with one click, making resolving customer issues a smoother process.
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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