Customer Support Application

Organizations today heavily invest in Service Quality Solutions with the realization that by not having Service Quality Applications there is a tremendous impact on the Customer and Business as follows:

• Inability to have a 360-degree visibility of Customer (Complaints, Service Requests, Issues, Suggestions) from various touch-points
• Lack of measurement of internal and external services to customers
• Lack of completeness of information, since the Service Quality Solutions integrate into various peripheral applications to summarize data and give it to the Agents or Retention Teams.
• Loss in Time-to-Market, since product launch issues, could quickly be fed-back into marketing to re-vamp the offering
• Inability to quickly adapt to the changing and demanding market needs, allowing for IT to quickly fulfill Business requirements
• Inability to see services from a Customer’s point of view, the inability of tying-in Satisfaction Survey metrics to Agent Performances
• Unable to track partial Operational Level Breaches in a timely manner so as not to impact Customer SLAs
• No Real-time Management Dashboard reporting for proactive remediation of situations before Customers are impacted