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Attentive™ ACE, a key module in the Attentive™ Suite, 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 of EFM (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.

Attentive™ ACE was endorsed by the large leading global providers of customer relationship management (CRM) solutions and has entered into partner programs with Microsoft, Oracle Siebel, IBM, and Amdocs where Attentive™ ACE can be offered as a fully integrated portion of their CRM offerings. As for today Attentive™ ACE has the ability to sync with any known DB or application especially in heterogenic environments where multiple applications gather data regarding customer touch points, shipment, billing…

Attentive^TM ACE Unique Selling Points

• Embedded Event Driven Feedback (EDF) process - Attentive^TM ACE is based on innovative EDF methodology, 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. Attentive^TM ACE provides a full customizable support of all the EDF stages: event interfaces, intelligent sampling, dynamic and multi channel questioning, real time alerts, reporting and analytics the work environments for dealing with action items.
  
• High Resolution Feedback - Innovative approach for detecting and prioritizing areas to ask pinpointed customer feedback and transfer it into concrete action items by the relevant person.
• State of the art sampling mechanism - flexible and fully customizable sampling business rules. Rapid sampling of all events, customer and representative related criteria per client's specifications.
• Collection mediums - organizations can create, distribute, collect, and analyze customers' & employees' feedback, by all kinds of collection mediums (Web, email, phone, PDA...).
• ROI - Attentive^TM ACE can be covered by the average contact center in just 3 to 6 months, even if applied only to improve enterprise processes in only one area. When used effectively and across all areas of the enterprise the use of Attentive^TM ACE can result in much larger accumulative savings, assisting the contact center to increase profitability, market share and its ability to compete while reducing expenses.
• Comprehensive feedback solution - Attentive^TM Suite enables the entire stages involved in the feedback process - starting from creating and designing the questionnaire or feedback form and constructing a list of respondents, through forms distribution and management of response progression, to process completion by collecting the data and analyzing it. A wide set of advanced features enable to process to precisely match the organization's needs.
• Enterprise wide solution - feedback processes, created and managed by Attentive^TM Suite, serve units all around the organization and are directed primarily for the contact center, but also both internally (departments such as Human Resources, product management, IT Training and Methods) and externally (for departments such as Marketing, Research, Sales).
• Best practice comprehensive platform - the know-how that is already used by dozen of leading service providers is already imbedded in the Attentive^TM ACE product. It is a complete solution, supporting numerous options and requirements.

Download Attentive™ ACE product overview and Attentive™ ACE Orange case study