SYKES Builds Voice of the Customer and Voice of the Employee Programs on Vovici

Vovici, the leading provider of Enterprise Feedback Management (EFM) solutions today announced that Sykes Enterprises (SYKES), a global leader in providing customer contact management solutions and services, has deployed Vovici as the enterprise platform for managing its Voice of the Customer (VOC) and Voice of the Employee (VOE) strategic initiatives.

Customer feedback has always been a strategic pillar for SYKES, and they have constantly sought ways to strengthen their feedback channels as they have grown their world-class customer service operation. SYKES sought a feature-rich solution that would help them standardize and centralize VOC processes for their growing, global business operations. The company selected Vovici primarily due to the solution’s functionality, powerful reporting and analytic capabilities, as well as its best-in-class support team. Specific business requirements for the engagement included the following:

• consolidate survey processes and provide a global, enterprise-wide view of customer and employee feedback;
• capture real-time insights to improve customer responsiveness and satisfaction levels;
• drive internal adoption of the “Voice of Customer” and “Voice of the Employee” as strategic business initiatives.

“Vovici provides additional value-adds that other vendors are not able to match,” said Mike Clarkin, vice president of marketing at SYKES.

Centralizing survey processes with Vovici enables SYKES to expand feedback participation and improve response rates, especially within its online customer community. “Prior to Vovici, we struggled to support a survey list of 90 companies. With Vovici we have increased our community to over 700 and it’s still growing. We are also really pleased with our customer survey response rates, which often exceed 55%”, said Marsha Jones, Manager Lead Acquisition and Solutions.

Vovici also enables SYKES to improve their internal business processes and strategies. SYKES uses Vovici’s extensive reporting and analytics to capture and filter feedback data to make actionable decisions about their business and operations. “With Vovici we can leverage feedback information to make intelligent business decisions, aid in our management reporting, and validate our departmental priorities,” said Jones.

“As a leader in customer contact management, SYKES sets the standard for excellence in customer service, and we are proud to count them among the loyalty leaders who have deployed our software and services,” said Roderick Morris, vice president of marketing for Vovici. “Consolidating survey processes on an enterprise feedback management system is a necessary part of any successful loyalty initiative.”

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About Vovici

Vovici is the pioneer of Enterprise Feedback Management (EFM), providing comprehensive survey software, panel management systems and online community solutions. Our survey tools enable organizations to centralize feedback data collection, build and manage proprietary panels, leverage corporate social networking, and utilize robust survey analytics and reporting. Our solutions increase customer loyalty, facilitate collaboration and innovation, influence critical business decisions and provide voice to online communities. Organizations worldwide, including more than half of the Fortune 500, rely on Vovici to gather feedback on customer satisfaction, perform market research and gauge employee satisfaction. Visit www.vovici.com for more information.