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Tealeaf upgrades offerings

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Tealeaf announces what it says are significant upgrades to two of its core applications, further extending visibility into online customer experiences across organizations.

The new version of cxReveal integrates actionable information about each customer’s online experience with customer relationship management (CRM) applications, increasing first-call resolution rates for Web-related issues and, in turn, reducing customer churn as a result of heightened overall customer satisfaction. A new version of cxVerify extends access to this new class of information by retaining historical records of online interactions, helping to better resolve customer disputes.

Enhancements to cxReveal include:

  • universal browser-based replay--a configurable, Web-based approach for replaying a customer’s actual online experience, cxReveal can be easily deployed and utilized by large, distributed service and support teams;
  • support-specific templates--easily customized search templates that promote better customer service workflow by providing specific, controlled access to online customer experience information; and
  • a Web services API--standards-based programming interface that eases integration with third-party CRM and contact center environments.

By preserving a complete, permanent and authentic record of all online customer interactions and transactions, cxVerify gives organizations the ability to solve customer dispute issues and address e-discovery for reporting, compliance and auditing needs. In the event of any dispute, the customer’s session can be quickly and easily retrieved, replayed and reviewed.

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