Solutions for Customer Experience Management

Our solutions provide a complete, unified view of customers' interactions and histories to help agents personalize the experience from the moment the customer contacts your company.

ePowerCenter pre-populates customer information based on phone number or email address. It presents agents with a comprehensive view of the customer's interaction history across all channels. This enables your agent to recognize and understand the customer right away.

The interaction begins with a quick verification of their information and acknowledgement of their relationship with the company, and immediately progresses to their issues and needs. Customers like the confirmation that they are remembered and appreciated.

ePowerCenter also accommodates capturing and leveraging 'special' information like birthdays, favorite items, and more. These details always surprise and delight your customers when mentioned.

ePowerCenter enables agents to drive home a quality experience with a personalized follow-up letter or email. It equips representatives with pre-approved responses and templates, while enabling them to incorporate personal details that make the customer feel special.

Through a single, easy-to-use interface and fingertip access to all existing information, documentation and materials; your contact center agents are empowered to conduct knowledgeable and productive conversations. They are proactively guided to issue resolution.

Interactions can be routed based on information gathered from IVR or self-service interactions, or even the customer's IVR menu choices—providing the agent valuable information to quickly address the issue.

With our solutions, your agents have a single interface through which they can rapidly access data from key information sources within and outside of the enterprise. At their fingertips, they have the precise information needed to answer customer questions, resolve complex issues, and deliver high quality, relevant information via email, phone, and chat.

As a result, your agents focus exclusively on resolving issues and enhancing customer satisfaction—not on searching for information. Your organization reduces costs through faster handling time, improved first contact resolution, and more.

Our intelligent Web self-service solution, RealDialog, quickly delivers clear, accurate and specific answers to customer questions, rather than requiring them to sift through long lists of possible search and FAQ results.

When appropriate, it engages customers in a "conversation" to better understand their needs—much like an online conversation with a knowledgeable, highly-skilled "live" agent.

RealDialog incorporates and leverages customer specific data (loyalty card information, purchase history and more) into its responses for an unmatched level of personalized service.

Our integrated voice response (IVR) solution integrates with customer interaction and loyalty databases to ensure inquiries are routed and handled appropriately.

With our solutions, agents and self-service work together—seamlessly—to ensure consistent and accurate information delivery and superior experiences across all channels.

When a consumer chooses to move from the IVR system to an agent, their preferences and activities go with them. Before the transfer is complete, the agent is empowered with the customer's information. They open the call focused on the issue at hand—not on collecting information they should already have.

When a consumer is able to address their first few questions on the company's website, but is unable to resolve their other questions, they can initiate a live chat or reach the contact center via email or phone. RealDialog passes a transcript of the Web interaction to the agent, providing them insight into what the consumer already knows, and what question(s) must be addressed.

The agent simply picks up where the self-service interaction left off, eliminating redundancy and saving time for the consumer and the agent.

With our solutions, agents are not bogged down with capturing, processing and accessing information during the interaction. They have instant access to helpful, contextual information such as scripted answers, graphic images, and full multimedia files that enable them to maintain a constant focus on the customer. This enables rich and compelling interactions.

Agents are empowered to minimize a customer's pain through checks and coupons. This expedites recovery efforts and builds emotional equity with customers at a relatively low cost. It also helps to generate positive word-of-mouth.

With our solutions, customers' pains and concerns are addressed in a timely manner through an emotionally intelligent interaction that "surprises and delights."

You gain the capability to collect and analyze real-time insights from customer interactions, so you can distribute actionable data across the enterprise. This enhances your company's awareness of customer needs, wants and critical issues. You proactively build value into your products, services and processes, stay in front of customer expectations, and enhance satisfaction by delivering what they want and need.

You can also proactively broadcast communications to consumers through ePowerCenter. Reach large or very specific customer groups to reinforce their value to the company. When proactively contacted about an issue that is important to them, they feel highly appreciated.

With the insights that are gathered and communicated through our solutions, you can identify and quickly address specific problems, spot trends, ward-off liabilities, and take advantage of emerging opportunities long before the competition. You can take fast, clear and specific actions to run the business better, gain competitive advantages, and drive growth.

Decision makers quickly identify problems, knowledge gaps and areas of opportunity. For example, they can identify the number of product inquiries over a specific period and compare this against marketing activities.

They can even drill down to the original questions and transcripts to gain extensive insight into customer interaction patterns, perceptions, needs, and feelings. This capability has revealed critical insights such as:

Additionally, RealDialog's interaction transcripts provide the direct, unbiased, and detailed information that product and marketing managers need to successfully develop, launch and promote targeted new offerings.