The new version of cxReveal integrates actionable information about each customer’s online experience with customer relationship management (CRM) applications, increasing first-call resolution rates for Web-related issues and, in turn, reducing customer churn as a result of heightened overall customer satisfaction. A new version of cxVerify extends access to this new class of information by retaining historical records of online interactions, helping to better resolve customer disputes. Enhancements to cxReveal include: - universal browser-based replay--a configurable, Web-based approach for replaying a customer’s actual online experience, cxReveal can be easily deployed and utilized by large, distributed service and support teams;
- support-specific templates--easily customized search templates that promote better customer service workflow by providing specific, controlled access to online customer experience information; and
- a Web services API--standards-based programming interface that eases integration with third-party CRM and contact center environments.
By preserving a complete, permanent and authentic record of all online customer interactions and transactions, cxVerify gives organizations the ability to solve customer dispute issues and address e-discovery for reporting, compliance and auditing needs. In the event of any dispute, the customer’s session can be quickly and easily retrieved, replayed and reviewed. |
