West Interactive Partners with MarketTools to Improve Contact Center Results

Today MarketTools, a company that supplies software and services for enterprise feedback management and market research, announced that it will partner with West Interactive, a provider of contact center solutions. The two companies hope that their combined efforts will improve Insight Customer Intelligence, a West Interactive customer survey solution that analyzes customer feedback.

“In today’s challenging business environment it is more important than ever for companies to actively listen and act on their customer’s feedback,” said Pam Mortenson, president of West Interactive, in a statement. “By bringing together West Interactive’s market-leading contact center experience and MarketTools' deep expertise in survey best practices and customer loyalty programs, we are able to help our clients better understand the customer experience to gain a real competitive advantage and increased market share.”

“West Interactive’s selection of MarketTools validates that our combination of software and services best addresses the needs of large customer-centric organizations,” said Mike Poke, chief operating officer of MarketTools. “Our partnership with West Interactive will further our position as the leader in EFM.”

The features the companies use in the Insight solution include inbound and outbound interact post-call survey, email/web surveys, wurvey analytics, customizable dashboards, action alerts, call recording and case management. Since Insight is delivered through a software-as-a-service platform, the company asserts that this allows for more flexible solutions that are secure and scalable.