West Interactive and MarketTools Partnership Delivers Real-Time Customer Survey Tools that Drive Contact Center Results

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Challenge

West Interactive, a leading provider of hosted and managed automated customer contact solutions, was looking to help its clients connect with their customers more effectively, deliver superior service and maximize the value of every customer interaction. They sought a solution to help clients better understand the customer experience.

Solution

West Interactive entered a strategic partnership with MarketTools to offer Insight Customer Intelligence, West Interactive’s customer survey solution. Key features include: Inbound and Outbound IVR Post‐Call Survey, Email/Web Survey, Survey Analytics, Customizable Dashboards, Action Alerts, Call Recording and Case Management.

Results

• Insight Customer Intelligence enables contact centers to boost customer loyalty and business results with powerful survey capabilities and analytics that turn customer feedback into immediate, actionable results.
• Insight allows enterprises to listen to, analyze and act on real‐time customer feedback to continuously improve client interactions and business operations.
• Insight helps call centers quickly identify what matters most to customers, increase customer loyalty, reduce call handling costs and elevate contact center agent performance.