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UCN Integrates inContact with Echo Real-Time Caller Satisfaction Survey Service

UCN Integrates inContact with Echo Real-Time Caller Satisfaction Survey Service

UCN, Inc., provider of all-in-one, off-premises contact center technology services, has announced a partnership with Echo™ Solutions, a division of BenchmarkPortal™, Inc., to deliver post-call satisfaction surveys through inContact™.

This new service drives the caller’s opinion directly, and in real-time, to the agent for maximum impact and behavioral change, and to supervisors for coaching and management purposes. Echo, which stands for Every Customer Has Opinions, is integrated with inContact IVR and ACD capabilities to deliver an automated custom survey immediately following an inbound call. It includes built-in results reporting that will appear within the inContact real-time reporting module.

According to Dr.

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Jon Anton, author of the industry standard book on measuring customer satisfaction, Listening to the Voice of the Customer, “the Echo product makes optimal use of data analytics to ensure that the resulting management reports are both actionable and statistically valid. Echo adds two important capabilities to the contact center, namely real-time caller feedback for agents and instant service recovery opportunities if a caller is unhappy with the calling experience.”

Echo delivers a proprietary feedback system that can be applied throughout an enterprise to obtain customer inputs at every touch point, including face-to-face, telephone calls, emails, chat sessions and Web visits. This valuable data is processed into actionable reports for management so the Echo customer can become more customer-driven in its pursuit of change initiatives. Processed data becomes mission-critical business intelligence that is instantly available through a Web browser for management planning, agent training and service recovery.

“Echo is the emerging model of efficient and effective call monitoring,” said Anita Rockwell, the General Manager of Echo Solutions. “By inviting the caller to monitor and score their own call, you get very realistic feedback at a fraction of the cost of a typical QA team. We have found that agents respond more favorably to caller feedback, adjusting their call handling techniques more quickly.” Among the companies currently using the Echo service are Washington Mutual, Humana, WellCare, eBay, Best Buy, Time Warner, and Hewlett Packard.

UCN CEO Paul Jarman said, “Not only will Echo help complete our all-in-one solution, it substantially increases the productivity and call handling ability of our customers. With the addition of Echo we are taking our first step in addressing the measurement and improvement of the quality of the caller’s experience.”

Brian Moroney, UCN CFO, indicated that “the ROI for Echo is unusually high because call centers are able to reduce substantially their quality monitoring costs.”

For pricing and availability information, companies and customers should contact a UCN sales representative.

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