One Platform for Seamless Customer Experience and Quality Management
How it works
Integrate and Centralize
Seamlessly connect your data sources—ranging from call recordings to social media—with no coding required for most channels.
Define Criteria
Customize or utilize AI-generated CX and Quality criteria to fit your business needs. Our flexible system allows you to easily adjust and apply these criteria across different channels and departments, ensuring your evaluations are both relevant and precise.
Let our AI Analyze, Prioritize and Recommend Actions
Automatically, our platform uses AI to analyze customer feedback and employee performance, prioritize issues based on business impact, and recommend tailored action plans.
Features
Unify Feedback and Quality Data Across All Channels
Feedback collection can be tedious, especially when scattered across numerous channels. Our solution centralizes and synthesizes every customer interaction to help you see the bigger picture. With data collection from calls, social media, emails, chats (and others), you can ensure no customer communication is missed.
No Manual Work: Custom CX and Quality Criteria
Manual tagging of comments is time-consuming and impractical. Our platform eliminates this bottleneck by providing fully customizable CX and Quality criteria. Easily configure the criteria to your needs or let our AI recommend criteria based on your business information. Then, our AI evaluates these interactions considering all of the configured criteria.
Discover Overlooked Customer Touchpoints
Critical insights can be lost when certain customer interactions are not evaluated across all channels. Our platform’s omnichannel analysis captures overlooked touchpoints, ensuring that crucial customer feedback is not missed. This way, CX decisions are made with complete data, leading to a more cohesive and consistent customer experience strategy.
Configure Channels with Ease or Integrate via API
Easily configure channels without any coding knowledge through our intuitive platform, or integrate directly via our public API for automated call recordings and other data streams. Manual uploads are also simple, allowing your teams to access and analyze customer interactions effortlessly.
Tailor Evaluations by Branch and Department
Organize your CX and Quality Analysis by department or branch for more targeted insights. Customize feedback and quality evaluations to match each department's unique needs.
Qué opinan de
Harvard Business School & Babson College
Frequently Asked Questions
How does cxgenies automate the measurement of CSAT and NPS?
cxgenies leverages AI to analyze customer interactions across various channels, identifying key insights that translate into CSAT and NPS scores.
Can cxgenies be integrated with our existing systems and channels?
Yes! cxgenies is designed to seamlessly integrate with your existing customer communication channels, including emails, chats, social media, and more.
How quickly will cxgenies provide actionable insights after integration?
Once integrated, cxgenies starts analyzing customer interactions immediately. You can start making data-driven decisions and improvements as soon as our platform begins capturing feedback.
What benefits will my business gain from using cxgenies for feedback analysis?
cxgenies will help you:
- Save costs on third-party research firms
- Act on customer insights more quickly
- Improve service operator performance
- Reduce customer churn through proactive issue resolution
- Simplify data management by categorizing and prioritizing feedback
How does cxgenies help reduce customer churn?
By providing CX and Quality analysis, cxgenies empowers businesses to address customer concerns swiftly before they escalate. This proactive approach builds stronger customer relationships and reduces churn.
How is data privacy and security handled in cxgenies?
Data privacy and security are top priorities for us. cxgenies ensures that all data is encrypted and adheres to industry-standard security protocols, giving you peace of mind while managing sensitive customer interactions.
Can the platform provide reports or dashboards?
Absolutely! cxgenies offers dynamic reports and dashboards. These insights help area managers focus on the most relevant feedback and prioritize action plans accordingly.
