Satmetrix Press Release
Satmetrix Releases Enterprise Version 11 to Streamline Collection of Customer Loyalty Data
Enhanced Version of Flagship Platform Helps Companies Eliminate Customer Survey Fatigue and Collect Feedback through the Customers Preferred Medium
FOSTER CITY, Calif., — October 5, 2006 — Satmetrix, the leading provider of software applications and consulting to measurably improve customer loyalty, today introduced the latest version of the company's flagship hosted platform, Satmetrix Enterprise™ Version 11. The platform allows companies to gather vital customer feedback data and turn this into business process improvement, increasing profits and furthering an organization's growth. The latest version of Satmetrix' market-leading solution makes it even easier for Satmetrix customers to intuitively collect trustworthy customer feedback data while reducing survey fatigue — the process of over-contacting customers due to lack of insight on survey frequency.
“As enterprises increasingly rely on customer feedback to spur innovation and change, trustworthy and timely customer data is critical,” said Varughese George, Chief Technology Officer for Satmetrix Systems. “If a customer has been over-surveyed or there is a disconnect between feedback mechanisms, data can become compromised. But more importantly, the ultimate goal of enhancing a customers experience is also affected.”
Satmetrix Enterprise Version 11 streamlines the collection of customer loyalty data by offering two new capabilities:
- Enterprise Contact and Sample Management — Multiple customer feedback programs and decentralized contact data sources are the reality today, particularly for large and complex organizations. This can inadvertently lead to over-surveying the same customers, known as survey fatigue. Version 11 includes enterprise contact and sample management features to monitor contacts across all survey systems, regardless of vendor, so quality and frequency of customer interactions are coordinated to ensure trustworthy data collection. Using this new capability, all contact lists are vetted against the Satmetrix’ Global Touch History database to ensure that enterprise-wide rules and sample selection criteria are satisfied before customers are contacted. For example, Satmetrix users are able to ensure that role-based touch rules such as “feedback from executives is not solicited more than once very 6 months” are enforced across the enterprise’s customer feedback management projects.
“We believe this is a much-needed capability that no other vendor is providing and will ensure our customers have optimal control over survey frequency and reach,” said Varughese George.
- Support for Interactive Voice Recognition (IVR) — Satmetrix Enterprise Version 11 has also been enhanced to support telephone feedback using Interactive Voice Recognition (IVR) technology, offering another vehicle for capturing customer feedback. For example, if a customer is interacting with a company’s call center over the phone, the customer will now be able to provide feedback immediately using IVR instead of being contacted later via email or by phone. The Satmetrix IVR solution provides a high-value and low-cost alternative to live interview-based data collection.
To enable IVR solutions for its customers, Satmetrix is working with partner Voxeo Corporation, a premier provider of premise and hosted VoIP and IVR systems.
“We are pleased to be partnering with Satmetrix to further extend their leading platform for customer loyalty,” said Jonathan Taylor, President and CEO for Voxeo Corporation. “Adding seamless support for IVR through the use of Voxeo technology will help Satmetrix users reduce cost per interaction, and it is the natural way to get real-time feedback from customers that are already conducting a phone-based transaction.”
In addition, Satmetrix Enterprise Version 11 includes numerous enhancements for Satmetrix customers including user interface and performance improvements, security upgrades maintaining best-of-class protection for customer data, and a new customer resources portal for access to educational materials and best practices documentation. Version 11 is currently available and is delivered as software-as-a-service (SaaS).
About Voxeo
Voxeo Corporation makes telephony applications as easy to deploy as web applications. Voxeo offers hosted VoIP and IVR services, premise VoIP and IVR systems, and maintains one of the most active voice application customer and developer portals in the world. With over $40 million invested in IP and XML technologies and infrastructure, Voxeo serves customers ranging from small startups to the Fortune 500 who value speed and simplicity where complexity once reigned. For more information visit www.voxeo.com or call +1 (407) 418-1800 in the US or +44 (0) 20 7887 6085 in the UK and Europe.
About Satmetrix Systems
Satmetrix Systems is the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty. The companys solutions support enterprise-level deployments to gather trustworthy data on customer experience, derive actionable insights, and integrate this information into the daily work flow of employees throughout the organization. Satmetrix co-developed the Net Promoter® customer loyalty metric with Fred Reichheld, noted loyalty expert and Bain Fellow. The company has deployed more than 700 systems in 40 languages and logs millions of respondent completions annually. For more information visit www.satmetrix.com, or call 1-650-227-8300 in the US or +44 (0) 845 371 1040 in the UK and Europe.