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Quality assurance for every communication channel
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Integrated quality monitoring and e-mail management
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novomind and almato present a full solution for customer communication
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Hamburg, February 27th 2007 –
In future, a company’s entire customer communication system can be analysed and evaluated using a single software system. The software solution in question is the result of a technical collaboration between novomind AG and almato GmbH, in which the e-mail management system novomind iMailTM was integrated into almato’s Click2Coach quality monitoring and coaching solution. The new system permits standardised quality assurance in all media channels and applies the same standards to the recording and analysis of telephone conversations, e-mail enquiries and postal correspondence alike.
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Team managers of customer service centres can in future examine all incoming enquiries and immediately address any optimisation potential. This puts agents in a position to exploit the full potential of novomind iMailTM. The whole media process - whether Web chat, telephone or letter - can be evaluated and improved on by means of a single system and according to uniform quality criteria. The software solution is the two collaborating companies’ response to the demands of the retail market. As Peter Gißmann, managing partner of almato GmbH explains: "Customers who already use our quality monitoring and coaching software successfully in their telephone customer services came to us asking for the same tried-and-tested concept to be made available for quality assurance in written correspondence. We are now pleased to be able to meet that demand with our new software into which novomind iMail™ has been integrated."
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novomind is a software developer in Hamburg and the fastest-growing company in the field of electronic customer communications and mail management. As the leading provider of innovative solutions for digital customer communications, novomind AG provides software for service-oriented and personalised customer dealings. The software not only optimises efficiency in customer administration significantly, it also gives the user a faster return on investment. The portfolio of the Products division includes the novomind Self-Service Suite™. The software package contains all the communication modules necessary for a customer service centre on a central knowledge basis: e-mail management, virtual customer consulting and systems for interactive, real-time communication. The novomind AG Services division implements complex e-business applications. More than 40 major companies have already decided in favour of novomind technology, among them Citibank, Otto, Yello Strom and the German pension institution Deutsche Rentenversicherung Bund. Club Bertelsmann, EnBW and Mexx as well as public-sector users, such as the German Bundestag (parliament) and the German Department of Trade and Industry, have already successfully introduced novomind systems to optimise their customer communications, turnover and PR.
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almato GmbH provides innovative solutions that enable customer service centres to get the very best results from each and every customer contact. Sales and the demonstrably successful implementation of recording, quality monitoring and coaching solutions are the main focus of the company’s activities. With customers like AOL, CARGLASS, Citibank, Goodyear Dunlop, IKEA, Lufthansa, L'TUR, Otto Versand and Vivento Customer Services in its portfolio, almato counts among the market leaders in this field contact:
almato GmbH, Thomas Geiling, Public Relations, Telephone: +49 (0)711 70708470,E-mail:
PR@almato.de.
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