Go BackeLoyalty announces new customer experience alerting capability
eLoyalty Corporation a leading enterprise customer relationship management services and solutions company announced a new Behavioral AnalyticsT capability that automatically creates alerts to identify customers who have significant customer service issues.
Using this new Behavioral AnalyticsT functionality, eLoyalty's clients are able to automatically identify customers who have multiple unsatisfactory contact center interactions over a short period of time.
In addition, this new software will identify customers who are transferred multiple times in one interaction, or who were upset and require a follow up call or email. These new capabilities will enable Behavioral AnalyticsT customers to rapidly identify and remedy previously unidentified customer experience issues, as well to better understand first call resolution rates and patterns.
These unique capabilities leverage eLoyalty's linguistic based Human Behavioral Model, telephony and computer telephony integration, as well as large data set aggregation. These new capabilities will be delivered and supported as a managed service by eLoyalty.
About eLoyalty
eLoyalty helps its customers achieve breakthrough results with revolutionary analytics and advanced technologies that drive continuous business improvement. With a long track record of delivering proven solutions for many of the Fortune 1000, eLoyalty's offerings include Behavioral AnalyticsT, Integrated Contact Solutions and Consulting Services, each of which enables focused business transformation.
Date - 28/05/2008
