Confirmit Unveils FastTrack for Contact Centers

LONDON, November 15, 2016

Confirmit, the leading global customer experience solutions provider for Voice of the Customer (VoC), Voice of the Employee, and Market Research, today unveiled Confirmit FastTrack™ for Contact Centers. Businesses can now rapidly implement a Voice of the Customer (VoC) program to see their contact center through the eyes of their customers. Insights are combined with operational metrics to help drive improvements in contact center performance and deliver an extremely fast Return on Investment.

FastTrack for Contact Centers is based on Confirmit’s best practices gained from 20 years’ experience in delivering insight programs to hundreds of global organizations. It is a comprehensive customer feedback solution that delivers engaging experiences for capturing relevant feedback, role-based dashboards for driving insightful decisions, and real-time case management for triggering immediate alerts and ensuring fast response to customer issues. Configuration of the solution for individual client needs can be completed in weeks, so that clients can quickly gather a complete view of their customer service performance and enjoy a significant Return on Investment in the short and long term.

“According to a Global Deloitte study, 62 percent of organizations view customer experience provided through the contact center as a competitive differentiator,” said Terry Lawlor, EVP Product Management at Confirmit. “A best-in-class contact center is a strategic business asset with the power to create and preserve long-term customer relationships. We’ve spent years working with some of the world’s leading businesses to deliver great VoC programs and we are excited about the opportunity to help companies apply VoC best practices to their contact centers more quickly and efficiently than ever before.”

With FastTrack for Contact Centers, businesses can integrate the Voice of the Customer with key business metrics. This combined insight will provide a holistic view of contact center performance, and will include the ability to:

– Add additional business value through improved customer satisfaction
– Quickly resolve customer problems before they become bigger issues
– Easily identify customers at risk for churn and uncover potential up-sell/cross-sell opportunities
– Identify key areas where staff training may be required
– Improve contact center operations through a detailed view of the customer experience

About Confirmit

Confirmit is the world’s leading SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market Research solutions. The company has offices in Oslo (headquarters), Chengdu, Grimstad, London, Moscow, New York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Madrid, Milan, Salvador, and Tokyo.