ResponseTek:CEM Spring 08 Release Delivers Enhanced Reporting, Analysis

Vancouver, BC – May 20, 2008 – ResponseTek, the leading provider of enterprise-scale Customer Experience Management (CEM) Solutions, today released the Spring’08 Release for ResponseTek:CEM, providing more powerful reporting and analysis capabilities to its users.

ResponseTek:CEM now helps users collect, share and integrate the voice of the customer across their organizations faster and more efficiently, by providing new export functionality  for customer experience data, new tools for finding and classifying individual customers and their feedback, and new survey personalization capabilities.

“Optimizing the customer experience is as important for us as it is for our clients, which is why we continue to add features that provide more control and insight into customer feedback,” said Gord Elder, product management director. “ResponseTek:CEM now has more powerful segmentation and integration capabilities, and customer feedback can now be shared more easily. This release ultimately helps make customer intelligence more meaningful and actionable to our clients.” 

New features in the Spring 08 Release include:

• Session Classification: Customer feedback can be classified, or tagged, with pre-defined or open-ended terms of reference, allowing each customer session to be categorized in a way that is meaningful to the organization. ResponseTek:CEM analytics and reporting capabilities then allow you to search for, analyse and report on specific kinds of sessions.
• Automated Data Export: A full data export of customer experience data can be published on a scheduled basis, making it easy to integrate this information into existing systems and applications.
• On Demand Export to Excel®: Many new ResponseTek:CEM reports can now be exported directly to Microsoft Excel®, allowing users to extract data for further analysis and distribution within the organization, quickly and easily.
• Personalized Surveys:  Survey invitation content and question sets can be customized on a customer-by-customer basis, positively influencing response rates and data quality.

With Session Classification, individual customer feedback sessions can now be associated with information or additional terms that are relevant to the organization, allowing users to conduct advanced searches, segment or filter customers and types of feedback, and perform root cause analysis.

“Our customers want us to act on the issues that are most important to them, and we need to be able to determine which issues are within our control, so that we can address the others separately,” said Sandra Eichel, Manager of Operations and System Trainers at the Forzani Group, Canada’s largest retailer of sporting goods. “Session classification allows us to further categorize our customer feedback in order to address concerns in a more timely manner. This is crucial to our success as a customer-centric organization, and we’re pleased it’s now part of ResponseTek:CEM.”

ResponseTek releases new product functionality on a quarterly basis to its users. For more information on ResponseTek:CEM and its Spring 08 release, call 1-866-484-2900 (toll-free in North America), or +1 (604) 484-2900 (toll worldwide).

About ResponseTek
ResponseTek is the leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides its groundbreaking CEM solutions to global Fortune 1000 corporations, including AAA, Aon, HSBC, Lastminute.com, MBNA, WestJet and Xerox. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK.

Media Contact:
Colin Stein
Director of Marketing
+1 (604) 484-2900 x242
colin.stein@responsetek.com
www.responsetek.com

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