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SoundBite Communications Announces DecisionPoint Analytics To Optimize Customer Experience

BEDFORD, Mass., May 6, 2013 (GLOBE NEWSWIRE) -- SoundBite Communications (Nasdaq:SDBT) Marketing, customer care, and collections professionals are often challenged to derive meaning, insight, and value from the onslaught of data resulting from customer engagements, including multi-channel campaigns delivered via dialer, voice messaging, text, web, and email. Answering the need to make smarter and more informed business decisions, SoundBite Communications announces DecisionPoint, a cloud-based, real-time analytics solution. DecisionPoint offers complete visibility into campaign performance and provides business users with on-demand access to intuitive dashboards, interactive visualizations, and customized reporting to optimize virtually all aspects of customer engagements. 

DecisionPoint lets organizations understand how customers respond to their communications across and within channels and then enables clients to intelligently optimize campaigns to increase connect and response rates, reduce costs, and improve the customer experience. It works in conjunction with SoundBite's cross-channel customer engagement platforms and solutions to deliver real-time, actionable, and integrated contact strategy reporting, monitoring, and optimization. DecisionPoint leverages interactive visualizations, performance monitoring, data mining, and predictive analytics to provide invaluable insights; and it allows SoundBite clients to:
  • Better target customer segments
  • View data in easy-to-visualize graphs and charts
  • Optimize in-progress and future campaigns with actionable insights
  • Integrate data from third-party platforms for enriched analytics
  • Increase response rates while reducing campaign costs

SoundBite's DecisionPoint Consulting Services provide testing, analysis, review, and refinement of customer engagement strategies in partnership with clients to define business objectives, contact tactics, and customer segmentations that optimize campaign initiatives. SoundBite's professional services team has years of experience working with clients to improve customer interactions via intelligent, cross-channel communications. The team has expertise in leveraging analytics best practices and translating data intelligence into competitive advantages across the customer lifecycle including promoting products and services, providing proactive customer care, and collecting payments.

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