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...
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,...
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...
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...
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...
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...
