Zürich, Switzerland, 21 January 2013: CustVox AG, the leading EMEA CEM solutions provider, has just signed a deal with CSS Insurance, Switzerland, to rollout its CEM solution, following the completion of a successful two-month pilot project.
CustVox originally deployed its Customer Experience Management (CEM) solution, based around the CustVox Voice of the Customer (VoC) Hub, into CSS Insurance Switzerland last year, as a limited two-month pilot project. CSS had identified a need to come to a better understanding of its individual customers, and to provide clients with a simpler, more streamlined way to communicate with the company.
In order to solve this requirement, CustVox deployed its flagship product, the CustVox VoC Hub, and several key modules, as part of the initial pilot project. Alongside the centralized, unified VoC Hub, CustVox deployed its Customer Feedback Manager (CFM) that provides a vehicle for delivering automated customer surveys when customer interaction occurs, as well as capturing and then analyzing customer feedback across a wide spectrum of different channels, and across multiple touchpoints.
The CustVox CFM allows the deployment of surveys to specific clients, at specific times, as well delivering different surveys across different touchpoints. The CFM can then issue follow up questions, based upon the received survey results. This entire system was integrated in real-time using a web service, into the existing CSS IT infrastructure. The VoC Hub was used to centralize and unify all unstructured data into a single repository.
CSS chose CustVox due to the company’s innovative use of SaaS based technology that is able to collect and analyze customer feedback in real-time, across multiple channels including email, SMS, Web, IVR (Interactive Voice Response) and interaction with call center agents. Marco Ippolito, speaking on behalf of CSS, has said that, "The CustVox solution enables us to always measure, analyze and understand the perceived quality of customers experience.”