The journey for every customer and employee is unique—from the actions they take to how they provide feedback. Understanding their perceptions at each point in the journey is a challenge most companies face. From surveys to social media and beyond, ConcentrixCX captures and unifies customer signals from any touchpoint along any journey.
Connect with your customers and employees on their terms.
Ask for feedback through any channel: email surveys, SMS, web intercepts, digital feedback tabs, in-app, messaging channels, connected IoT devices, IVR, telephone … you name it. Branded, interactive surveys will boost response rates to deliver a memorable feedback experience.
Manage your online reputation.
Easily capture chatter from key social outlets and leverage artificial intelligence to isolate pain points, identify at-risk customers and respond instantly. Social feedback is presented alongside other insight sources, providing immediate visibility into cross-channel strengths and opportunities.
Learn more from poor experiences.
Pull in data from your complaints systems and use artificial intelligence to quickly categorize your biggest issues. Great for financial services companies looking to extract more value from customer complaints.
Tap into rich insights from your contact centers.
Integrate data sources such as calls, emails, and employee notes to uncover new ways to improve. Use artificial intelligence to find problem areas and identify at-risk customers. Insights are presented alongside survey results, providing a more holistic view of the experience.
Setting the pace for CX excellence
“Concentrix is great for buyers looking for a blend of technology and services with a strong focus on analysis and action.”
The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020.
Learn what new consumer research tells us about the role social media can play in VOC programs.
Learn new VOC strategies designed to drive more value in a digital world.
Findings from 100+ VOC programs on customers’ current feelings, wants and needs.