Welcome!

News Feed Item

ForeSee Customers OppenheimerFunds and Cars.com Win 2014 ICMI Global Contact Center Awards

ForeSee (http://www.foresee.com), the industry’s leading customer experience measurement and predictive analytics solutions for brands and organizations, congratulates two of its clients -- OppenheimerFunds Inc. and Cars.com -- for each winning a prestigious 2014 Global Contact Center Award from the International Customer Management Institute (ICMI). OppenheimerFunds, one of the largest and most reputable investment management firms in the country, was named the Best Large Contact Center. Cars.com, the leading online resource for buying and selling new and used vehicles, won in the Best Small-to-Medium Contact Center category. The companies use ForeSee’s cx360 Customer Experience Analytics platform to achieve excellence in their respective contact center operations. ForeSee, a core offering in Answers Corporation’s cloud services suite, utilizes superior technology and proven methodology to connect the customer experience to the bottom line.

“OppenheimerFunds and Cars.com are fierce advocates for providing superior customer service. Both companies embrace the underlying concept that experiences that satisfy their consumers lead to positive outcomes for the business, and receiving this highly coveted award from ICMI validates their commitment to excellence,” said Don Morrison, General Manager of Answers Cloud Services. “We are so proud of our partnership with these companies and the role we play in measurably increasing the satisfaction of their customers.”

OppenheimerFunds’ nomination for the ICMI award focused on three areas: efficient management of its large-scale call center, monitoring and ensuring employee engagement, and measuring the customer experience using third-party technologies, such as ForeSee’s predictive analytics platform. OppenheimerFunds works with ForeSee to methodically measure the customer experience in a way that helps the company prioritize its efforts for improvement, establish benchmarks internally and against its competitors to demonstrate progress, and derive insights that will directly affect customer satisfaction.

“We invest in building a contact center team with a passion for service excellence. That, combined with robust customer satisfaction analytics and insight from our partners at ForeSee, improves our ability to offer an outstanding customer experience,” said Stacy Roode, Head of Transfer Agency, OppenheimerFunds.

Cars.com developed a quarterly relationship survey through ForeSee that would measure dealer and consumer satisfaction with the company’s contact center. This method generated trend data and provided actionable insights on where the company needed to focus to improve the dealer experience. Cars.com was also able to parlay those insights into improving staff training and recognizing agents who provide above-and-beyond service.

“Everything boils down to our commitment to our customers, and that’s reflected in our investment in metrics. We are able to proactively measure our customers’ satisfaction and monitor their needs as Cars.com continues to evolve,” said Josh Chapman, Vice President of Operations, Cars.com. “It’s a commitment shared by our customer champions at ForeSee, and we gladly share this award with them and our other partners.”

The ICMI Global Contact Center Awards Program is the most comprehensive awards program dedicated to the customer management industry. They are designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments for the industry. Winners of the 2014 awards were announced on May 7 at the second annual ICMI Global Call Center Awards Dinner and Ceremony in San Diego, CA.

About ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, certification, consulting, and informational resources. ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. For more information, visit www.icmi.com.

About ForeSee

As a pioneer in customer experience analytics, ForeSee (www.ForeSee.com), continuously measures satisfaction across multiple customer touch points and delivers critical insights on where to prioritize improvements for maximum impact. Acquired by Answers Corporation in December 2013, ForeSee delivers superior technology and proven methodology to connect the customer experience to the bottom line. This enables executives and managers to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit http://www.foresee.com for customer experience solutions.

About Answers Corporation

Answers’ mission is to connect businesses, organizations and consumers with the right answers. Through Answers Cloud Services (ACS), Answers provides brands and organizations with world-class solutions that span the full consumer lifecycle — from optimizing customer acquisition to analyzing the customer experience to predicting future customer behavior to offering solutions to improve the customer experience. Privately held, Answers is headquartered in St. Louis with offices in Ann Arbor, New York City, Silicon Valley, Cleveland, London, Vancouver and Tel Aviv, among others. For more information about Answers and Answers Cloud Services, visit the premier Q&A community and top 20 comScore site, http://www.answers.com.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
SYS-CON Events announced today that Twistlock, the leading provider of cloud container security solutions, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Twistlock is the industry's first enterprise security suite for container security. Twistlock's technology addresses risks on the host and within the application of the container, enabling enterprises to consistently enforce security policies, monitor...
Interested in leveling up on your Cloud Foundry skills? Join IBM for Cloud Foundry Days on June 7 at Cloud Expo New York at the Javits Center in New York City. Cloud Foundry Days is a free half day educational conference and networking event. Come find out why Cloud Foundry is the industry's fastest-growing and most adopted cloud application platform.
For financial firms, the cloud is going to increasingly become a crucial part of dealing with customers over the next five years and beyond, particularly with the growing use and acceptance of virtual currencies. There are new data storage paradigms on the horizon that will deliver secure solutions for storing and moving sensitive financial data around the world without touching terrestrial networks. In his session at 20th Cloud Expo, Cliff Beek, President of Cloud Constellation Corporation, w...
In his session at 20th Cloud Expo, Brad Winett, Senior Technologist for DDN Storage, will present several current, end-user environments that are using object storage at scale for cloud deployments including private cloud and cloud providers. Details on the top considerations of features and functions for selecting object storage will be included. Brad will also touch on recent developments in tiering technologies that deliver single solution and an end-user view of data across files and objects...
IBM helps FinTechs and financial services companies build and monetize cognitive-enabled financial services apps quickly and at scale. Hosted on IBM Bluemix, IBM’s platform builds in customer insights, regulatory compliance analytics and security to help reduce development time and testing. In his session at 20th Cloud Expo, Tom Eck, Industry Platforms CTO at IBM Cloud, will discuss how these tools simplify the time-consuming tasks of selection, mapping and data integration, allowing developers ...
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
SYS-CON Events announced today that Progress, a global leader in application development, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Enterprises today are rapidly adopting the cloud, while continuing to retain business-critical/sensitive data inside the firewall. This is creating two separate data silos – one inside the firewall and the other outside the firewall. Cloud ISVs ofte...
Existing Big Data solutions are mainly focused on the discovery and analysis of data. The solutions are scalable and highly available but tedious when swapping in and swapping out occurs in disarray and thrashing takes place. The resolution for thrashing through machine learning algorithms and support nomenclature is through simple techniques. Organizations that have been collecting large customer data are increasingly seeing the need to use the data for swapping in and out and thrashing occurs ...
SYS-CON Events announced today that Outscale, a global pure play Infrastructure as a Service provider and strategic partner of Dassault Systèmes, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2010, Outscale simplifies infrastructure complexities and boosts the business agility of its customers. Outscale delivers a secure, reliable and industrial strength solution for its customers, which in...
Cloud applications are seeing a deluge of requests to support the exploding advanced analytics market. “Open analytics” is the emerging strategy to deliver that data through an open data access layer, in the cloud, to be directly consumed by external analytics tools and popular programming languages. An increasing number of data engineers and data scientists use a variety of platforms and advanced analytics languages such as SAS, R, Python and Java, as well as frameworks such as Hadoop and Spark...
SYS-CON Events announced today that DivvyCloud will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. DivvyCloud software enables organizations to achieve their cloud computing goals by simplifying and automating security, compliance and cost optimization of public and private cloud infrastructure. Using DivvyCloud, customers can leverage programmatic Bots to identify and remediate common cloud problems in rea...
Amazon started as an online bookseller 20 years ago. Since then, it has evolved into a technology juggernaut that has disrupted multiple markets and industries and touches many aspects of our lives. It is a relentless technology and business model innovator driving disruption throughout numerous ecosystems. Amazon’s AWS revenues alone are approaching $16B a year making it one of the largest IT companies in the world. With dominant offerings in Cloud, IoT, eCommerce, Big Data, AI, Digital Assis...
While some vendors scramble to create and sell you a fancy solution for monitoring your spanking new Amazon Lambdas, hear how you can do it on the cheap using just built-in Java APIs yourself. By exploiting a little-known fact that Lambdas aren’t exactly single threaded, you can effectively identify hot spots in your serverless code. In his session at 20th Cloud Expo, David Martin, Principal Product Owner at CA Technologies, will give a live demonstration and code walkthrough, showing how to ov...
SYS-CON Events announced today that delaPlex will exhibit at SYS-CON's @CloudExpo, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. delaPlex pioneered Software Development as a Service (SDaaS), which provides scalable resources to build, test, and deploy software. It’s a fast and more reliable way to develop a new product or expand your in-house team.
Most DevOps journeys involve several phases of maturity. Research shows that the inflection point where organizations begin to see maximum value is when they implement tight integration deploying their code to their infrastructure. Success at this level is the last barrier to at-will deployment. Storage, for instance, is more capable than where we read and write data. In his session at @DevOpsSummit at 20th Cloud Expo, Josh Atwell, a Developer Advocate for NetApp, will discuss the role and value...