By offering the automated capturing, processing and analysis of customer interactions, Telerx provides its clients with a competitive advantage to understand customer sentiment towards service and product, gaining intelligence into customer behaviors effecting market trends. Telerx will deploy the full suite of customer interaction solutions from Autonomy, including interaction recording, agent evaluations, customer surveys, and speech analytics, said Autonomy.
Telerx selected Autonomy customer interaction solutions to gain an accurate pulse on what customers are saying and to use that insight to improve sales and marketing opportunities for its clients. Autonomy’s analytics solutions will enable Telerx to understand the customer need in real-time in order to optimize contact handling and help its clients develop interactions. Telerx will additionally utilize Autonomy’s monitoring tools to maintain and enhance the quality of its interactions, ensuring its clients’ customers continue to receive the best possible service.
Diana Helfinstine, senior vice president of Telerx, said: By combining efforts with Autonomy, Telerx assures its clients and prospects that we can provide them with valuable customer and market information that they can take back to their organizations to grow and expand their business. What we can do to create brand loyalty and drive revenue opportunities for our clients is crucial to our role as an outsourcer, and the Autonomy solution will help us meet and surpass that goal.
Scott Shute, CEO of etalk at Autonomy, said: We are thrilled to be selected as a strategic partner for an organization like Telerx that is so committed to the achievements of its client base. We look forward to forging a strong relationship with a company that values innovation as a key player in its own success and that of its clients.