Confirmit Announces the Launch of Confirmit Horizons
Confirmit announces the launch of Confirmit Horizons, the first fully on-demand, multi-channel platform for Customer Feedback, Employee Feedback, and market research applications.
Confirmit Horizons enables businesses to conduct multi-channel feedback programs both on and offline, using the Web, telephone, paper, IVR, mobile and other data collection methods.
Businesses can use multiple channels in a single feedback program to accommodate individual feedback preferences. This increases participation, delivers more accurate responses, and drives better customer and employee relationships.
Key new elements of Horizons include:
• A module for reporting and analysis that enhances reporting productivity and increases opportunities for collaboration. Organizations can aggregate feedback from a variety of sources for better analysis, and quickly link feedback to other functions to deliver relevant and accurate insight.
• An 'Analyst' role that enables users to perform ad hoc analysis for rapid sharing of information. A new Reporting API (Application Programming Interface) automates the production of report tables for faster analysis processes, and enables extensive integration with other systems and services to facilitate sharing of dynamic reports.
• A hosted telephony service that provides on-demand telephone interviewing. This enables rapid call back to manage customers who report dissatisfaction, and reduces costs since there is no hardware or administration requirement.
• A module for telephone research that not only gives individuals more choice when completing surveys, but also gives call center supervisors extensive capabilities to manage interviewers and calling activity.
This multi-channel functionality enables businesses to create a wide range of event-driven surveys, linking feedback requests to specific customer touch points. They can also create alerting procedures to deal with specific responses, immediately fixing poor customer and employee experiences. Horizons removes the scripting requirement so that alerts can now be developed quickly, in most cases without any IT involvement.
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