News : CfMC Introduces Phone Survey Innovations
San Francisco, June 25, 2014 -- CfMC, which provides survey data collection solutions and services for market research and opinion polling companies, announces release 8.7.1 of the Survox™ Dialer and Survent multi-mode survey management platform. "This release includes automation features that can raise quota complete rates, improve call center productivity, and offer enhanced operational flexibility," said Danny Wong, CTO, CfMC.
Integrated IVR Workflow Increases Call Center Productivity
The inbound and outbound call blending capability enables callbacks from respondents to be answered immediately. New v8.7.1 workflow automation that blends inbound calls with outbound calls eliminates the need for dedicated staff to field inbound calls. The software also handles respondent identification, call transfers, and manages "wait time" to trigger actions that maximize caller retention.
With this release, call centers can augment functions performed by phone interviewers by using interactive voice response (IVR) to screen, schedule, or conduct an interview. "We are looking forward to the new call blending and workflow capabilities in this release," said Jamie W. Jurgaitis, Vice President and General Manager of Opinion America Group. "These capabilities will make it easier to more efficiently capture and quickly respond to people returning calls, particularly from cell phones," he said. "Getting more call connections enables higher conversions and faster quota attainment."
Posted by Veronica Silva Cusi, news correspondent
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About CfMC :
CfMC provides survey data collection solutions and services for market research and opinion polling companies of all sizes, including one-third of the Honomichl Top 25. We focus on organizations that have precise quota requirements, time-sensitive data collection processes, or require complex survey designs. The Survent platform enables sample management, survey programming and execution, operational reporting, and client data preparation across a mix of data collection modes — paper, phone, web, Interactive Voice Response (IVR) mobile, and heterogeneous vendor solutions.
Published: Tuesday, July 1, 2014