Automated Transcription & Sentiment Analysis

Sentiment Analysis – Human, automated or hybrid:   eTouchPoint is now one of the only CEX providers supporting human or machine-based categorization and sentiment analysis of customer verbatims.  This leading approach now makes it possible to transcribe larger...

Dashboard Launched!

eTouchPoint Launches New CEM Dashboard:   eTouchPoint’s new dashboard combines key data points from various reporting modules into a single view so that users can quickly and easily see how they are performing on key performance indicators.  CEX professionals,...

Combined Feedback Collection Success

Large Provider Launches eTouchPoint’s Combined IVR & Email Feedback Collection Platform:   eTouchPoint and a Canadian Triple Play client recently launched a new Customer Experience (CEX) program that gathers feedback via IVR or email based on the customer’s...

Improved Report Exports

eTouchPoint  Adds User-Defined Report Exports: eTouchPoint recently released and improved approach to report export functionality. The new feature enhances usability for users who only want to export data for a particular group in an organization.  For example, users...

Tablet Support, Layouts, Sorting

eTouchPoint Adds Layout Improvements, Tablet Support, & Advanced Sorting Capabilities:   eTouchPoint Analysis Reports module has been updated to enhance the layout and look and feel of key CEX reporting modules.  Users can now view multiple surveys in a tabular...

National CX Program

Fortune 50 Communications Provider Partners with eTouchPoint on National Rollout to Measure the Customer Experience:   eTouchPoint and a Fortune 50 Communications provider recently launched a new nationwide customer experience program.  This program measures customer...