Customer testimonials

"This is a key point in our Customer Relationship Management, and an opportunity to embrace customer feedback and convert it to an important improvement engine. Support engineers must understand that Attentive™ ACE is not a ‘finger pointing' mechanism, nor a managerial spy, but rather a system tailored to help us embrace our customers and improve/enhance their perception of NICE services and a tool to deepen brand loyalty." Dan Alon, Global Processes & Methodologies Manager at NICE Systems

"Nice established a global steering team, made out of GSO regional and HQ managers, to ensure that we take the customer feedback and convert it to actionable improvement items, worked on and adhered towards exceeding customers' expectations and adding services-related value to the product and to customers. On top of that a reporting mechanism was created and shared, in order to ensure cross organizational cooperation is there to support the NES results." Dan Alon, Global Processes & Methodologies Manager at NICE Systems

"Attentive™ ACE has enabled OMHc to collect on the spot customer evaluations of our products & service in the Call Centre. This has facilitated and expedited our ability to instantly adopt changes & modifications as a direct result of this feedback and dramatically improve the customers' service experience." Gerald McKinnon, Services and Operation executive, OMH

"The number of *Hot Alerts has reduced from an average of 30 per week in the last quarter of 2008 to an average of 6 per month in the first qurter of 2009!".Gerald McKinnon, Services and Operation executive, OMH
*A hot Alert is a complaint from a member that is so serious that it requires immediate attention

"Since we implemented Attentive™ ACE, more than six months ago, our response rate increased dramatically, due to the fact that now we ask customers for feedback a short time after an interaction with our contact center",Gerald McKinnon, Services and Operation executive, OMH

"Even though the system is hosted outside of South Africa, Attentive™ ACE is exceptionally reliable and we had no "show stopper" since we started working with it, which was more than 6 months ago", Gerald McKinnon, Services and Operation executive, OMH

"The Attentive™ ACE system generates daily, weekly and monthly reports that are sent to the Service & Operations Management Team. The system allows real time to hear what our customers are saying about our services and make decisions on their feedback.", Gerald McKinnon, Services and Operation executive, OMH

"This project helps us to increase our real time service delivery and proactively manage the customers' experience. We are able to nimbly and swiftly address member concerns and take quick corrective actions to our processes and systems whilst at the same time gauging overall general satisfaction levels. The key features are ongoing event driven feedback state of the art sampling mechanisms and ongoing information processing and analysis by a dedicated team.", Gerald McKinnon, Services and Operation executive, OMH

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"Today, EL AL can really be on top of things when it comes to customer experience and service levels. The only way to know what the passengers are really thinking is to ask them!", Haim Romano, EL AL's President and CEO

"EL AL conducts ongoing satisfaction surveys with three layers of data collection. The first layer is the quality service of the call centre; the second layer focuses on the quality of the service experience before boarding the plane; and the third layer focuses on the flight itself, where about 10 selected passengers are randomly sampled during the flight.", Tamar Kahil, EL AL's Head of Service Quality Department

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"Attentive^™ enhances customer experience by transforming customer feedback into an actionable daily management tool for front line executives, as well as strategic board room level high resolution decision making...".
Ismar Chelbowski, Orange's Head of Service Quality

"Attentive^TM has played a vital role in our success and since we started using it we reap the rewards", Zion Ginat, Orange's VP Sales & Customers

"I would not be able to do my job without Attentive. It enables me to communicate with my customers and monitor my activities.", Zion Ginat, Orange's VP Sales & Customers

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"Retail finance is a highly competitive industry characterized by overall similarity of products, which means that ensuring superior service quality is vital to maintaining a healthy competitive edge...", Shir Hazaz, Leumi Card's Head of Service Quality

"At Leumi Card, customer experience is not just providing the appropriate product or solution at the right price, but developing empathy and accord. The Attentive™ Proactive Enterprise Feedback Management solution was the key factor regarding the successful implementation of the corporate customer service philosophy", Shir Hazaz, Leumi Card's Head of Service Quality

"We had the Attentive™ system fully deployed and running within 2 months of installation, and its inherent user friendliness, especially regarding the GUI, is outstanding", Shir Hazaz, Leumi Card's Head of Service Quality

"In addition to providing a comprehensive Enterprise Feedback Management solution, Attentive™ also has critical analytical capabilities. It generates and manages the enterprise feedback cycle, and in addition analyses the information, and provides recommendations regarding action items needed to achieve indicated improvements. It automatically generates relevant reports to all managerial levels as defined by us, ensuring all managerial levels, from supervisors to VPs are involved in the enterprise feedback cycle", Shir Hazaz, Leumi Card's Head of Service Quality

"Attentive™ is the only solution capable of providing the information we need for the continual customer experience monitoring we require", Shir Hazaz, Leumi Card's Head of Service Quality

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"Attentive™ enables us not only to know what our customers think, and their level of satisfaction, but also to efficiently utilize this information, enabling us to instantly transform it into concrete improvements at the service representative's end. This includes extremely important feedback obtained by surveying individual customers. As soon as we have completed the survey, the information is immediately forwarded to a supervisor, facilitating the immediate implementation of whatever remedial measures may be required for improving and streamlining the work process.", Danny Shuva, DHL's VP Service and Operations

"Attentive™ has significantly enhanced our corporate attentivity, enabling us to effectively listen to our customers", Danny Shuva, DHL's VP Service and Operations

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