2003 Product of the Year Awards

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Consumer Expressions
Telerx
www.telerx.com

Consumer Expressions, a call recording product developed by Telerx, offers clients of the “Top 50 Inbound Teleservices Agency” easy, efficient access to the voice of their customers near real-time -- providing firsthand information that is critical to product/process improvement and the development of stronger relationships with customers. By automatically recording and categorizing inbound calls, Consumer Expressions allows clients to hear exactly what customers are saying about their products and company via a secured Web portal. Optional integration with CRM applications enables clients to sort recordings by specified criteria based on business needs. Without integration, recordings can be sorted by communicator, time/date and toll-free number.

Consumer Expressions’ strongest feature is its unique ability to quickly group similar calls and drill down to specific recordings without listening to hours of tapes. Sharing the voice of the consumer within the organization is simple and has yielded valuable -- often unexpected -- insights into customer behavior.

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