SANTA MONICA, Calif., June 9, 2011—CallFire may be known as the premier communications provider for small businesses, but it built its cloud telephony platform for large enterprise scalability. An excellent example is its work for market research firm Ipsos Loyalty. Since CallFire began working with Ipsos, it has collected data from nearly seven million customer satisfaction calls for them. Dhaval Shah, Project Manager for Ipsos, called CallFire “the most scalable system design” he has worked with, citing its ability to exponentially increase capacity on short notice when needed.
A global leader in market research, Ipsos conducts customer satisfaction surveys as part of its market research for a large national retail chain. In this case, a phone number with a customized code is printed at the bottom of every sales receipt; customers can then call into that number to take the survey. Ipsos Loyalty examines the results from these surveys and makes recommendations to the national retail chain.
Ipsos Loyalty first approached CallFire about a year ago looking for a provider of a scalable, reliable telephone service that would take on the responsibility of managing its complexities. CallFire Professional Services worked closely with Ipsos to create an IVR that would dynamically change questions based on customers’ responses, randomize answer order, and allow respondents to leave voice messages at the end of the survey. CallFire continues to work with Ipsos to make any changes in the survey and to ensure seamless scaling of call volume.
“CallFire understands the needs of their clients… With their support, we are able to focus on being the experts in the Loyalty and Customer Satisfaction area. We’re confident in our ability to deliver the best results for our clients when we know we have vendors that are on top of their game,” says Dhaval.
And that is precisely CallFire’s goal with all its clients, both large and small – to work quickly and efficiently behind the scenes so that those clients can focus on their customers.
If you’d like to learn how to set up your own enterprise IVR, tune into CallFire’s exclusive webinar next week on Thursday, June 16th at 11am EDT / 8am PDT.
ABOUT IPSOS LOYALTY:
Ipsos Loyalty is dedicated to helping companies improve business performance through customer satisfaction and loyalty research, using advanced methods of customer satisfaction management, customer relationship management, and employee climate management.