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UK Office
VIRTUATel Ltd
59 St Martins' Lane
London WC2N 4JS
.gif) +44 (0)2071 487 488
Fax +44 (0)2071 487 489
US Office
Atlanta GA
+1 770 887 0885
.gif) sales@VIRTUATel.com
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Rules Engine
A sophisticated Rules Engine is the central “brain” that controls surveys, reports, escalation actions and data delivery.
It makes use of multiple sources of data, business rules and VIRTUATel knowledge to ensure context-relevant action.
Examples of our rules engine in action are;
- Survey questions selected, that are based on the departments the customer visited, how many times they were transferred or the skill level of the agent.
- Follow-up questions selected, based on the customer's previous responses.
- Follow-up surveys emailed to a telephone caller after their problem is resolved.
- A real-time message sent to a call centre manager, telling them to call a customer back, following a poor score of an advocacy question.
- A real-time alert to the call centre trainer, after an agent received 3 consecutive poor scores.
- An alert message delivered to the agent desktop because a customer has arrived who previously gave a poor advocacy score.
 For information on turning customer feedback into revenue ...Click Here
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2010, London UK: Recession is seeing the inevitable drop in quality of service
...and customer are noticing, finds a study by Jacada. Paul Skeldon reports. At a time when companies should be working harder to make their customers happy and persuade them to continue spending their hard-earned cash, many seem to be getting it very wrong, according to new research published by Jacada, a leading provider of unified desktop and process optimisation solutions for customer service operations.
This latest research, commissioned by Jacada, has revealed that only one in 12 of those questioned "feel valued" by the companies they are doing business with, after dealing with their call centre.
Change that and get more information about VIRTUATel's CPM solutions by contacting us here
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