[September 27, 2007] MicroAutomation Provides a Self-Service Solution for Tracking Customer Satisfaction to a Major Satellite Radio Company MANASSAS, VA- September 27, 2007 – MicroAutomation, a leading systems integrator of contact center solutions, announced that they have developed and deployed a Self-Service Survey solution for a major satellite radio provider. This Solution will allow callers to respond to a short survey using self-service automation - providing valuable data on opportunities to improve satisfaction levels on products, online services, programming and subscription/account issues. “This solution gives the satellite radio provider an easy and comprehensive way to gauge its subscriber services,” said Dan Abernathy, Vice President of Sales & Marketing for MicroAutomation. “The solution selects random callers, gives them the option of participating in the survey, and then stores the callers’ responses which can be accessed in user-friendly reports for valuable customer information. The feedback received is invaluable as it assists in continuously improving the overall customer experience. “ MicroAutomation’s Self-Service Survey solution enables companies to easily modify survey questions when necessary and can route callers to the survey based on easily-tailored business rules. The application also has the option of providing negative feedback alerts – giving companies the opportunity to address customer complaints by routing the caller to a live agent immediately or offering to collect the caller’s contact information so they can be called back by a customer service specialist. About MicroAutomation, Inc. MicroAutomation is a full service integrator of contact center solutions and provides a broad range of professional services. MicroAutomation’s solutions are based on enhancing the caller experience through speech-enabled IVR, improving live agent efficiency through CTI and providing Analytical tools to report on, manage and refine each solution element to maximize the overall performance of call centers worldwide. For more information, visit us at www.microautomation.com. Computer Telephony Integration (CTI) X CTI or computer telephony integration is the linking of computing systems with telephone systems. The caller is connected via telephone companies to a customer ACD-PBX. The ACD-PBX passes the teleph...more Routing X There are many often too many explanation of routing. Here’s one: Hop-by-Hop Routing - IP Routing - Distributes routing to routers - Networks look/act like trees - Data can traverse many routers ...more [ Back To the Online Project Management Community's Homepage ]