We have all the usual technologies that you would expect of a market researcher, and of a contact centre manager. But we go well beyond that...

Contact centres
Naturally, we can communicate with customers by phone, email, web, fax and mail. Our communications infrastructure is VoIP ready, handles messaging, integrates with computer systems, provides IVR services, records calls and delivers all the usual queue management and reporting services. We can provide and extend CRM systems. We provide document imaging, data entry and other business processing services. As you would expect.

What distinguishes us is our focus on ensuring that our people and our tools work together to deliver the relevant business outcomes - getting, keeping and developing customers. Our balanced scorecard performance management tools and our staff development and knowledge management tools help our people focus on delivering great customer experiences.

Market research
We have all the usual, industry standard research tools and our contact centre services support effective data collection.

Our clients tell us that no other system offers the cohesion and utility of our own tracking system, Lumina™. It's like a research CRM. We can reach customers by any medium, or any combination of media. Data we collect from a customer can be combined with prior data from that customer, to extend our understanding. Our analytical tools readily handle the multidimensional nature of the data. At the same time, we can report each customer's personal story. We can deliver customised reporting rapidly and securely to multiple end users over the web, in time for it to be actionable.