Proactive Customer Service or Intrusion? - InformationWeek

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Software // Information Management

Proactive Customer Service or Intrusion?

Par3 Communications offers unique outbound customer service solution.

Ventana QuickTake™

Many customer service organizations pay little attention to outbound services that attempt to preempt customer calls by reaching out proactively. Preemptive dialing tools already exist, but they come with a “danger” tag attached: If not used appropriately, such contacts can easily seem intrusive. Par3 Communications is offering a hosted interactive customer communications service that aims to alleviate that danger. It is selective and personalized, can be configured to use the customer’s preferred channel of communication—standard phone, cell phone, PDA, fax or e-mail—and can be used throughout the customer life cycle.

The key to the effectiveness of the Par3 Interactive Communications service is the ability to select which customers to contact when. Most customers don’t mind being contacted as long as the contact is about something relevant to them and their situation, the timing is right and the service feels personal. The Par3 solution consists of three layers: a multi-channel delivery layer, an application layer that allows the creation of sophisticated business rules and an XTAP-based integration layer that can extract and convert data from existing applications. These features allow businesses to combine data from multiple sources to determine which customers to include in a campaign. Ventana Research believes that if used deftly, this service will preempt customer calls, reducing the number of inbound calls and improving the overall effectiveness of a contact center without negatively affecting customer satisfaction.

About Ventana Research
Ventana Research is the leading Performance Management research and advisory services firm.  By providing expert insight and detailed guidance, Ventana Research helps clients operate their companies more efficiently and effectively. These business improvements are delivered through a top-down approach that connects people, process, information and technology. What makes Ventana Research different from other analyst firms is a focus on Performance Management for finance, operations and IT. This focus, plus research as a foundation and reach into a community of over two million corporate executives through extensive media partnerships, allows Ventana Research to deliver a high-value, low-risk method for achieving optimal business performance. To learn how Ventana Research Performance Management workshops, assessments and advisory services can impact your bottom line, visit www.ventanaresearch.com.

© 2005 Ventana Research

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