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eLoyalty Announces Customer Experience Alerting Capability
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eLoyalty Announces Customer Experience Alerting Capability

May 29, 2008
By Eve Sullivan
TMCnet Editor

eLoyalty (News - Alert) Corporation, a leading enterprise customer relationship management services and solutions company, is announcing a new Behavioral Analytics capability that sends alerts to identify customers who have significant customer service issues.

Using this functionality, eLoyalty’s clients are able to automatically identify customers who have multiple unsatisfactory contact center interactions over a short period. This new software also identifies customers who are transferred multiple times in one interaction, or who were upset and require a follow-up call or e-mail.
These new capabilities will enable Behavioral Analytics customers to rapidly identify and remedy previously unidentified customer experience issues, as to better understand first-call resolution rates and patterns.
These capabilities leverage eLoyalty’s linguistic-based Human Behavioral Model, telephony and computer telephony integration, as well as large data set aggregation. The capabilities will be delivered and supported as a managed service by eLoyalty.

eLoyalty helps its customers achieve results with revolutionary analytics and advanced technologies that drive continuous business improvement. With a long track record of delivering proven solutions for many of the Fortune 1000, eLoyalty’s offerings include Behavioral Analytics, Integrated Contact Solutions and Consulting Services, each of which enables focused business transformation.
Eve Sullivan is a contributing editor for TMCnet. To read more of Eve’s articles, please visit her columnist page.

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