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SkyCreek Corporation Takes Controlling Interest in eTouchPoint, Creating Revolutionary Customer Feedback Management Platform
Responding to market demand for rapid, high-reach and cost-effective means of collecting and managing customer feedback, SkyCreek has acquired Customer Experience Management (CEM) innovator eTouchPoint
Herndon, VA, December 21, 2008: SkyCreek Corporation, a consulting solutions provider of automated outbound and inbound customer contact applications,announced today its acquisition of eTouchPoint, a leading provider of CEM software to Fortune 500 service organizations. The integrated SkyCreek-eTouchPoint CEM solutions will now feature:
• Web-based, on-demand reporting platform that delivers customer feedback to a broad user audience, as intuitively actionable dashboards
• Automated coaching and training modules for individual frontline employees, based on individual goals and customer feedback scores
• Real-time alerting module for service recovery and customer retention
• Enterprise-wide visibility of individual performance metrics, rolling up to regional and executive views
One of the most powerful differentiators of the eTouchPoint platform is the feature that associates customer feedback with the organizational structure of the enterprise. The typical Fortune 1000 organization can have thousands of agents, technicians, supervisors and managers spread across the nation. eTouchPoint, through a flexible mapping structure dynamically tracks this information and delivers data that is not only customized down to the agent or tech level but also rolls up to regional or divisional views that are suitable for executive audiences.
Jack Fleming, VP of Business Development at SkyCreek states, " The market response to the integrated SkyCreek eTouchPoint CEM solution has been excellent. SkyCreek and eTouchPoint are uniquely positioned to support large, dynamic service organizations in providing a consistent, best of breed service experience to their customers." Adds Chip James, President of eTouchPoint, "In the current economic climate, a renewed focus on truly satisfying the customer is driving investments in solutions that tie customer feedback to service metrics, customer recovery and compensation initiatives. With SkyCreek's enterprise contact platform and eTouchPoint's reporting and coaching modules, we can offer the market a powerful tool in assessing employee service performance, lowering customer churn and reducing service costs."
About eTouchPoint
Founded in 1997, San Diego-based eTouchPoint is a pioneer in utilizing Business Intelligence and customer experience management methodologies to help companies improve their bottom-line through improved customer retention. Battle-tested in Fortune 500 deployments through a decade, eTouchPoint brings a proven solution to the critical issue of linking customer feedback to coaching and training initiatives in a simple and intuitive manner. Customer-centric corporations are using eTouchPoint to monitor, manage and improve millions of touchpoint experiences consistently and accurately.
For more information about eTouchPoint, please visit etouchpoint.com
About SkyCreek Corporation
SkyCreek brings decades of high-performance deployment experience in delivering enterprise-class customer interaction solutions to medium and large service organizations. As pioneers in automated, outbound IVR solutions, SkyCreek offers an array of voice and data delivery options to help make the most of the interactions between a company's internal systems and its customers. SkyCreek's products and solutions supply the conduits for the delivery of information to anyone, anytime, anywhere. In short, SkyCreek solutions connect systems to systems, systems to people and most importantly, people to information. Herndon, VA-based SkyCreek serves some of the largest companies in North America. In addition, with the acquisition of eTouchPoint, SkyCreek has cemented its commitment to improved customer care across all customer-centric verticals. For all media inquiries, please contact Shamik Ghosh at skycreek_info@skycreek.com