BEDFORD, Mass., Oct. 29, 2009 (GLOBE NEWSWIRE) -- SoundBite Communications, Inc. (Nasdaq:SDBT) today introduced a Proactive Preference Management Solution Suite(TM) enabling organizations to capture and manage consumer communication preferences to facilitate more effective, cost-efficient and relevant proactive communications. Today's consumers are increasingly seeking control over the types of messages they wish to receive, who they receive them from, and how they receive them. SoundBite's Preference Management Solution captures and stores this valuable consumer preference data in one central location, providing organizations with an integrated view of their consumers' preferences -- enabling them to communicate in the way consumers desire.
In addition to consumers becoming more inclined to provide their communications preferences, organizations also are spending more time evaluating consumer behavior to better understand preference patterns. By combining consumer-stated preferences with observed behavior, predictions can be made regarding how a particular consumer may respond to a future communication. This insight enables more targeted and relevant proactive customer communications strategies to be deployed.
SoundBite's Preference Management Solution captures and stores opt-in, opt-out and communications channel preferences for each consumer. It also enables consumer preferences to be established and modified directly by consumers or by authorized corporate personnel through self-service portals. SoundBite's multi-channel, proactive customer communications platform can be used to design and execute automated voice, text and email communications strategies based upon the stated preferences, resulting in more relevant and effective customer communications. SoundBite's analytics and optimization solutions provide an additional level of intelligence by analyzing communications strategies and response rates while benchmarking against overall business metrics.
"The introduction of a preference management solution is a strategic addition to our proactive intelligent communications offering and is a perfect complement to our multi-channel communications platform and analytics and optimization solutions," said Jim Milton, president and CEO of SoundBite. "We now are able to provide our clients with valuable insight into how their consumers desire to be communicated with. By providing an end-to-end customer communications solution, we can help our clients further optimize their desired business results."
"We are using SoundBite's preference management solution to capture and manage opt-ins and communications preferences for the millions of members we communicate with on a regular basis," said Doug Charles, VP, Resource Planning & Management at Group RCI, a worldwide leader in vacation exchange. "Our goal in implementing a preference management program is to build stronger relationships with our members while increasing response rates -- and the initial results of our program have exceeded our expectations."
Improve Communications throughout the Customer Lifecycle
According to "Managing Customer Communication Preferences", a commissioned study conducted by Forrester Consulting on behalf of SoundBite, May 2009, preference management extends throughout the customer lifecycle -- from marketing to sales, ongoing service communication, and even elements such as fraud and collections in certain industries. Preference management is a more strategic approach and goes beyond tactical opt-in or opt-out programs, philosophically focusing on giving recipients control over their communications preferences.
The study also reveals that in a survey of 150 respondents that are responsible for customer communications, those that measure the impact of their customer preference program see improved customer satisfaction, better marketing campaign results, improved retention rates, and better return on their marketing investments. A complimentary copy of the study is available at http://www.soundbite.com/solutions/preference-management.
About SoundBite Communications, Inc.
SoundBite Communications provides on-demand, integrated multi-channel communications solutions that enable clients to achieve superior business results. Building on its foundation as a leading provider of automated voice messaging services, SoundBite offers integrated voice, text and email messaging solutions that help clients deliver the right message, to the right customer, using the right channel, at the right time. Organizations in industries such as collections, financial services, retail, telecom and media, and utilities rely on the SoundBite Intelligent Communications Platform to send over a billion messages annually for collections, customer care, and sales and marketing applications. For more information, visit www.SoundBite.com.
SoundBite is a registered service mark of SoundBite Communications, Inc.
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