April 14, 2011 05:01 ET

Affinion International Introduces Telephone Self-Service for Customers

READING, UNITED KINGDOM--(Marketwire - April 14, 2011) -Affinion International, an innovative leader in customer to brand marketing, protection and travel products, selected Syntellect Inc., a wholly owned subsidiary of Enghouse Systems Limited (TSX:ESL) and a global leader in telephone self-service software solutions and its' UK partner CCT to provide automated telephone services for customer management. As a result, Affinion have seen an immediate improvement in efficiency of their customer service operations.

Each day, Affinion International receives thousands of calls from customers keen to interact as efficiently as possible. As part of a strategic drive to exceed customer service expectations and responsiveness, Affinion International is introducing the new automated service to improve the speed in which callers are identified, thereby improving the engagement experience.

"This service is of critical importance to ensure that during peak call periods, Affinion International delivers best in class responsiveness for priority services highlighted by our customers in a comprehensive survey." Andrew Mutch, Head of Client Services continued, "The provision of this channel together with enhanced online services represent major steps forward in how Affinion International offers continuous improvements for our substantial and loyal customer base".

Affinion International's decision was based on Syntellect's standards based technology and CCT's customer relationship strategy which is to gain a deep understanding of client goals in order deliver solutions where referenceability is the norm. The partnership is providing a targeted approach to resolving Affinion International's business objectives and enjoys a reputation for offering real world advice before implementing solutions which provide an excellent caller experience. Offering a cost effective and resilient system, which is flexible enough to cope with significant change over a multi-year term, together with the ability to respond quickly during a comprehensive procurement process allowed CCT and Syntellect to stand clear of other competitive bids.

Andrew Mutch continues, "We are delighted to work with CCT and Syntellect to introduce this solution. We pride ourselves on delivering service level agreements and customer experience excellence and the Syntellect IVR platform is another key tool in meeting present and emerging customer needs."

About Affinion International

Under the umbrella of our parent company Affinion Group, a leader in this area with 3,500 employees globally, Affinion International is helping brands build a more profitable relationship with close to 117 million customers worldwide. This huge depth of experience has allowed us to build an extraordinary fund of marketing knowledge and to continue to develop new products and services that are perfectly suited to changing customer needs and channel usage. From our roots in providing packaged products for retail bank accounts, through to our latest stand-alone product offerings, we are able to offer expertise that builds genuine value.

About Syntellect

At Syntellect, we help our customers create, maintain and continuously improve superior end-to-end service for their customers - personalized service that values their preferences from the way they contact a business to the level of help desired. We measure our success by our ability to implement and continuously support solutions for our customers. With over two decades of pioneering leadership and thousands of solutions deployed globally, Syntellect is a premier provider of enterprise-class contact centre solutions for the utilities, financial services, government, high-technology, help desk, consumer products, and the healthcare industries.

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