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VoC Platform Adds Verbatim-based Alerts
Voice-of-the-customer (VoC) software solutions firm ResponseTek has released a new version of its on-demand Customer Experience Management (CEM) platform.
The new release adds a new 'Verbatim Alerting' feature to identify at-risk customers and front-line issues based on customer comments. The customisable system can pick up on specific words and phrases used by customers in open-ended comments in real time, and issue notifications. Comments from a variety of sources are included - research survey responses, customer-initiated feedback and social media sources.
The new version also includes extended online reporting and analytic tools with support for 'any' variable scoring model, allowing the seamless import of metrics from other sources onto ResponseTek's software platform.
According to Director of Marketing and Product Management Gord Elder, the extensions are 'a natural next step': 'Our clients are continuing to push their VoC programs, driving continuous improvement within their businesses; and our real-time feedback alerting and workflow capabilities are a crucial part of those processes.'
Web site: www.responsetek.com .
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