Confirmit Debuts Customer Experience Solution SmartHub



Confirmit  has released Version 18 (V18) of its Horizons solution for customer experience and market research. Horizons V18 introduces Confirmit SmartHub, a customer engagement hub that enables businesses to capture, analyze and respond to customer and market feedback across multiple channels and sources in real-time. Instant Analytics is a new analysis module that provides immediate, actionable insights with no setup or training required.

In addition, the new active dashboards module provides enhanced data visualization to enable stakeholders to analyze information and track trends immediately on a variety of devices. Horizons V18 also adds a new action management module to ensure businesses can automatically trigger actions, based on up-to-date customer, employee or market information. Cases can be managed through to completion to ensure businesses drive change and close the loop on tactical and strategic actions.

“Managing the massive amounts of financial, customer, employee and market data available is becoming one of the biggest challenges facing businesses today, said Terry Lawlor, executive vice president, product management, Confirmit, in a statement. “Confirmit SmartHub [can] resolve this business pain and empower organizations to make informed decisions for improving business processes and enhancing customer experience. Companies can now capture all interactions on all channels, map these across multiple data sources and immediately initiate tactical and strategic actions to drive business performance improvements, all in an end-to-end closed-loop process.”

The range of new features and functionality in Version 18 allows clients to:

  • Listen across all preferred channels with new optimized support for Windows Phone 8 and Firefox OS on mobile devices, plus support for much larger telephony interviewing operations.
  • Deliver a more engaging respondent experience with new support for photos and images in online surveys, and new push and continuous GPS tracking in offline surveys through SODA 3.0.
  • Design and manage surveys easily by using full text search across templates and surveys, and keep a full audit trail of changes in survey authoring.
  • Interpret information easily using powerful dashboards created by a new wizard-based dashboard and a new chart engine for enhanced visualizations.
  • Delivery of relevant and immediate insight for all stakeholders on all devices and view performance and trends against Key Performance Indicators.
  • Instantly analyze feedback to provide early insights into survey performance.
  • Automate case creation based on real-time alerts and configure workflows and rules that reflect business processes.
  • Easily close the loop by simply assigning cases, tracking progress and escalating as needed.