ATIO believes that customer feedback allows organisations to continuously improve their performance by integrating their customers' perceptions into business processes, through constant stream of event driven feedback. In today's world, organisations understand that in order to be customer centric they need to utilise the voice of the customer in their everyday business operations. Proactive ongoing customer feedback is vital for providing organisations with accurate information regarding their customer experience. This is crucial for enterprises seeking to better understand their customers, improve customer service, and promote customer loyalty and retention. Attentive™ ACE enhances customer experience by transforming customer feedback into an actionable daily management tool for front line executives, as well as strategic board room level high resolution decision making.

Attentive™ Customer Experience (Attentive™ ACE)

Attentive™ ACE is a revolutionary enterprise application for monitoring customers' perception of their experience with a company. Attentive™ ACE was developed by Ransys Feedback Technologies, which is a leading global provider Enterprise Feedback Management solutions that was listed both by Gartner and by DMG Consulting as a leading provider of EFM and as a “leading global contact center surveying and analytics system” (DMG, 2007 & 2008). Attentive™ ACE is based on innovative Event Driven Feedback method, providing timely alerts to management that are triggered by customer feedback and allowing a rapid response that enables changes in people, processes, policies and products to quickly enhance the customer experience and moderate recurrences of negative sentiment. In an enterprise that is highly service-oriented, such as in banks, telecoms, insurance, HMOs, public services, appliances and retail, a quick response to customer perception and point of view can lead to rapid adjustments to flawed service standards and lead to higher customer retention, lower cost of service and increased profitability. Benefits are:

Attentive™ Customer Experience (Attentive™ ACE)

Implementing Attentive™ ACE presents several major benefits to the organisation and highlights its unique contribution to the desired customer-centric Attentivity:

Bottom-up attitude

Attentive™ ACE enables organisations to acquire a comprehensive customer perceptions knowledge composed of numerous feedback insights. By treating the collected data from the feedbacks level, such as the ability to give a specific attention to each customer or representative, and the upwards progression of analysis to the organisation level, while indicating problematic business processes and suggesting policy revision, the organisation sees the big picture while it dwells upon every small detail.
Automation

Though managed manually to allow flexibility, most of the feedback process such as respondents sampling for feedback, exceptional feedbacks tracking and reports production, are done automatically. Automation helps the organisation to prevent human errors and reduce operational costs.
Continuous feedback process

Unlike any other regular EFM tool, Attentive™ ACE presents a truly continuous process. The feedback is collected on a daily basis and helps obtaining a constant availability to accurate knowledge regarding customer´s opinions and perceptions. Ongoing flow of information allows trend tracking, success and failure factors analysis and better customer understanding.

Relevant information distribution

In order to ensure attention and action, managers will be sent reports that contain only the focused data each manager needs, directly to their inboxes. Relevancy helps assure Attentivity assimilation to entire organisational levels.

Enhanced motivation for action

Complete integration of each feedback and reports with the service units alignment results with ongoing directed improvements in training, processes, strategy, and culture.