Chrysalis Delivers Intelligent Customer Engagement with New User Design Services
- Posted by: Donna Penwell
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Chrysalis Software, a premier provider of contact center professional services and value-added solutions designed for businesses, today announced a new services offering for User Experience (UX) Design to enable the delivery of multi-channel customer interactions. The UX Design service offers a data-driven and analytical approach to customer engagement to increase productivity and efficiency across multiple channels.
User Design services have been around for a long time. However, our new approach is focused on utilizing a more data-driven methodology. Incorporating human factors into the process by combining the practices of psychology and engineering to develop applications produce real business results. Many offerings can deliver User Design services based on best practices or intuition, however our method of basing design enhancements on real customer data enables companies to test and measure actual business impacts more effectively.
“Our approach to design services is unique. We are able to focus on solving real business problems with data-driven practices that offer performance indicators across multiple interaction channels. These indicators allow us to identify areas of opportunity for improved productivity or application efficiency”, says John Marino, CEO Chrysalis. “Our approach uses a data lens that allows us to leverage the science behind human behaviors so that we have the ability to test and quantify the performance impacts”.
This offering enhances Chrysalis’s ability to deliver business results for companies that seek to improve their customer engagement. UX Design services often identify areas for performance improvements that may not require major platform upgrades. The smallest changes such as adding speech to a specific application or redefining a DTMF call flow greatly increase the satisfaction with any customer engagement. Depending on specific business goals and current application satisfaction, Chrysalis professionals can determine what changes can improve customer satisfaction and overall loyalty.
Chrysalis UX Design services model includes three specific phases:
- Discovery, which focuses on identifying the user and their behaviors and goals.
- Design, which focuses on delivering recommendations for user interactions, dialog design, and usability testing.
- Deployment, which ensures that the design addresses the customer needs and delivers on the performance priorities. This includes pilot testing, data monitoring, and periodic post implementation reviews.
Businesses looking to make changes to improve user interactions should consider Chrysalis UX Design services as a critical component to success. We will ensure that the design delivered performs to expectations and ultimately delivers satisfied customers.
Chrysalis Software is a premier provider of contact center professional services and value-added solutions designed for businesses that want to improve customer relationships through the latest advances in speech technologies, Interactive Voice Response (IVR) systems, Computer Telephony Integration (CTI) and Contact Center management systems.
Chrysalis combines 20 years of experience with a number of technologies to deliver solutions that empower customers to access, retrieve, and manipulate information over a voice or data network anytime and anywhere in order to deliver an exceptional customer experience.