Integrating Feedback Systems
with your IT Systems

CustomerSat Enterprise ™ integrates with your CRM, email management, call management, web site, and other information systems to:

• Share customer contact and case transaction data
• Share survey response and action management data
• Support auto-dialing and other call center productivity features
• Provide single sign-on through your corporate Intranet.

CustomerSat options to integrate CustomerSat feedback and your IT systems are listed below.

CustomerSat Connect360™ and Connect™

CustomerSat Connect modules – Connect360™ and Connect™ – are easy-to-install, cross-platform Java applications that run on your CRM, database, or other IT systems. CustomerSat Connect modules:

• Transfer variables from your CRM system or other customer or transaction database to Enterprise, in hourly or nightly data files, that describe each customer or recently closed transaction or case.
• Transfer survey and action management data back to your CRM or other IT systems (Connect360™ only). Customers’ responses can be made part of their customer records and CRM cases can opened based on the feedback, if desired.

CustomerSat Connect modules integrate seamlessly with Amdocs/Clarify, IBM, Microsoft, PeopleSoft, Oracle, SAP, SalesLogix, Siebel, and custom-designed enterprise systems.

CustomerSat Connect modules have two components, both of which run on your CRM, data base, or other IT system:

• File Transfer – a highly configurable facility that lets you control the frequency and timing at which data files are sent and received
• File Creator – also highly configurable, extracts data from tables on any schedule you specify and creates files to be transferred to CustomerSat Enterprise.

At CustomerSat’s secure Internet hosting center, CustomerSat Enterprise continuously monitors Connect transmissions and generates alerts to CustomerSat hosting center staff if files are not received within specified time frames.

CustomerSat Connect also lets you use your own tools, if desired, to extract data from your database and create files to be transferred to CustomerSat Enterprise. To assist your IT staff, CustomerSat provides pseudo-code and sample triggers to populate tables from which data is extracted to create files.

Enterprise uses the uploaded information to:

• Personalize email invitations
• Personalize and tailor the survey questionnaire
• Let you analyze online survey results
• Provide context for Action Alerts and Action Management cases.

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Email Management System Integration

Email management systems (EMS) such as eGain, Kana, or Siebel, or third-party email service providers can be used to manage and generate CustomerSat survey email invitations, if desired.

The Email management system or service samples customers or prospects and generates email invitations containing URLs to the CustomerSat survey. Respondent descriptors may be provided either at the same time as the survey is completed or at a later time. These personal and categorical variables describing survey invitees are used to personalize communications with the invitees, analyze survey results, and facilitate responsive action.

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Single Sign-on

CustomerSat Single Sign-on extends the single-sign-on capability that your users currently enjoy on their desktops to access your corporate Intranet and other applications to include CustomerSat Enterprise dashboards as well. Users who have previously been authenticated by your Intranet or directory systems can directly connect to their CustomerSat dashboards without having to enter User ID and password information.

Single Sign-on uses encryption, dynamically created links with embedded time stamps, and optional IP addresses and referrer validation to ensure that the process is completely secure.

CustomerSat Single Sign-on is available only to users who have been authenticated by your internal systems. Users who are denied access to your Intranet are also unable to sign on to CustomerSat Enterprise.