J.D. Power and Associates and SIVOX Announcing the Formation of a Marketing Alliance

WESTLAKE VILLAGE, Calif. — J.D. Power and Associates and SIVOX Technologies, Inc., announce the formation of a marketing alliance to provide simulation training, learning solutions and performance monitoring tools to the call center industry. The relationship will markedly enhance a contact center's ability to positively affect customer satisfaction and build a customer/brand experience.

 

The alliance couples J.D. Power and Associates' experience in call center customer satisfaction research and consulting with SIVOX's simulation software and eLearning. SIVOX's RealCall™ delivers training simulations by immersing users in an interactive experience with a virtual customer and systems. RealCall will be a core component of J.D. Power and Associates' Call Center Certification Program for training, testing and certification. The program was established in early 2004 to evaluate overall customer satisfaction and help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.

 

"This collaboration expands our ability to offer best-in-class learning and performance improvement services to our clients worldwide," said Gail Gross, senior director of learning and performance systems at J.D. Power and Associates. "We believe this joint effort is synergistic because both companies are strongly committed to enhancing the customer experience. J.D. Power and Associates has a long history of capturing the voice of the customer, while SIVOX tools prepare employees to deliver an improved customer interaction."

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