Amae Software Releases Case Study Using Primary Matters Analysis
Mountain View CA/Kenwood CA – April 7, 2005. Amae Software, creator of Customer Experience Management Technology - the Amae CI Suite™ releases a Case Study titled “The Amae CI Suite™: Quantifying Benefits and Business Modeling Using The Primary Matters Guide® Business Impact Analysis Tool”. This article explores the impact that the Amae CI Suite has on an organization and its operations, as well as how it creates and sustains a strong customer-centric culture. Using analysis provided by The Primary Matters Guide® (The Guide™), it accurately reveals the significant financial benefits that CEM Technology delivers in three primary areas in contact center operations.
Amae Software has re-defined the way contact centers interact with customers. By capturing the customer experience using CEM Technology, they are able to identify immediate opportunities to positively engage customers and directly influence customer behavior. They have proved that empowering the customer to provide feedback on their specific interactions with the company dramatically improves the customer relationship and positively affects customer satisfaction. This Case Study measures the direct impact of increased contact center productivity, employee satisfaction, and quality monitoring activities — all of which directly contribute to the profitability in any contact center.
The analysis in this article was provided by Primary Matters, Inc., the trusted authority on contact center cost analysis and decision support. Their flagship product, The Guide, is an activity-based software tool used in leading contact centers for planning, budgeting, and business impact analysis. In developing The Guide, Primary Matters became a driving force in the evolution of activity-based analysis.
In this Case Study, Primary Matters and Amae Software used The Guide to measure the Amae CI Suite ROI associated with four different sites. They began by building a baseline of information reflecting the current technology and operational environment in a single, typical contact center. Using the baseline, they were able to define the resource requirements (including headcount, systems, and budget) based on the number of calls received and handle times over a three year projection period. After the baseline was complete, they were able to run scenarios to show how implementing the Amae CI Suite positively impacted resource requirements and achieved a very significant ROI.
To access your free copy of the Case Study, visit the link below:
About Primary Matters, Inc.
Primary Matters, Inc., provides software products and services that enable activity-based budgeting, planning and business impact analyses. The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information call (902) 794-7095, or visit www.primarymatters.com
About Amae Software