CFI Group, a customer experience management solutions company, has rolled out a new technology platform. The new CFI platform is designed to offer customers a set of analysis and workflow tools that monitor and measure the customer experience across multiple channels.
CFI says the technology platform combines ongoing monitoring of customer feedback with proprietary analysis tools that identify what the issues are and provides ways to increase satisfaction. The platform consists of three integrated suites and supporting toolsets to provide a comprehensive solution for organizations to listen, analyze and respond effectively to customer feedback.
CF Monitor provides customers with the tools needed to continuously listen to the voice of the customer through multiple channels, including brick-and-mortar locations, call centers, websites and even social media, says CFI. CF Analyze measures satisfaction and predicts future behaviors and links satisfaction to financial results. CF Workflow helps organizations turn insights into action. With CF Workflow, time-sensitive information is delivered through alerts and push reporting.
CFI says the platform is backed by more than 20 years of experience delivering predictive analytics around customer experience combined with the proven methodology of the American Customer Satisfaction Index (ACSI).
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