Customer Challenge Addressed: Previously customers could only upload single text records with one speaker. While conversational records could be analyzed as a single block of text, they could not be separated and analyzed by each speaker.

What It Is: Bring in conversational records such as call and chat transcripts, and any accompanying audio.

Where It’s Located: Spotlight

Value Points: 

• Comprehensive understanding of multiple channels
• Increased organizational effectiveness from reduced siloes
• Greater contact center ROI from improved training and efficiencies

Use Case: “As a Customer Experience Director I want to ingest and analyze conversational data alongside the company’s other communication channels, so I can improve CX overall.”

Customer Challenge Addressed: Due to the customization limitations of our landing pages used in review and feedback invitations, customers found it difficult to scale their solicitation strategy across locations, while staying on brand.

What It Is: Drive top-down brand consistency with branded themes assigned to locations and enable the frontline to deploy more review and feedback invitations in less time.
Quickly increase review volume on the sites that matter by assigning specific review sources to each location that auto-populate in your review requests.

Where it’s Located: Reputation Management

Value Points: 

• Ensure brand consistency across locations when deploying review and feedback requests
• Rapidly increase review volume and focus strategy on the review sites that matter
• Launch more on-brand review and feedback request campaigns in less time

Use Case: “As a Marketing Manager, I need a way to assert brand governance and scale efforts across locations, so that I can ensure request campaigns are delivered on-brand and follow our reputation strategy.“

“As a Frontline Employee, I need a way to efficiently apply our branding to review and feedback request invitations, so that I can deploy more campaigns and save time I’d spent in manual customizations.”

Customer Challenge Addressed: When analyzing documents, it’s difficult to distinguish between multiple speakers and surface insights related to a single speaker. In addition, it is challenging to connect audio to these insights to understand tone and context and clarify meaning where voice-to-text transcription is unclear or inaccurate. 

What It Is: Easily see and analyze the flow of a conversation between speakers to correlate quantitative scores with actual conversational content. Replay call audio to understand the caller’s tone and interactions with the agent to better train the agent on areas to improve.

Value Points: 

• Increased customer retention and loyalty from improved contact center experience
• Greater employee retention from improved training and performance recognition
• Unlock a deeper level of contextual understanding

Where It’s Located: Spotlight

Use Case: “As a Front-line Agent Manager, I want to easily see and analyze the flow of a conversation between speakers so I can correlate quantitative scores with actual conversational content.  I wish to replay call audio to understand the caller’s tone and interactions with the agent to better train the agent on areas to improve.”

Customer Challenge Addressed: Previously, users had no way to view and compare metrics across multiple category members. In order to perform comparisons, historically, users would be required to set up multiple widgets, and changing one widget would require applying the same settings to the other widgets being compared.

What It Is: Identify trends and deviations to easily understand areas needing improvement vs high performance. Apply comparisons settings simultaneously across one or more widgets. View a grid of a brief statistical summary of selected metadata fields for each keyword/category found in the breakdown field.

Where It’s Located: Spotlight

Value Points: 

• Understand where the organization stands compared to industry standards
• More effective CX improvement plans based on understanding areas of low-performance
• Better resource allocation and investment in areas of high performance for improved ROI

Use Case: “As an Insights Analyst, I need to compare the metrics for all category members, for example, all front-line agents, all locations, all regions, etc. This is needed to easily understand areas needing improvement vs high performance. Then I want to compare across one or more widgets to identify trends and deviations.”

Customer Challenge Addressed:  Photos matter! Without the ability to monitor your visual content: logo, cover photo, and business images on your Google Business Profile (GBP) and customer photos in reviews, you are losing visibility into areas that may need improvement.

What It Is: Gain a holistic view of your visual content – including Google Business Profile (GBP) images, cover and logo, and customer review photos. Pinpoint locations that are missing or need new images, such as logo and cover on your GBP, to further optimize your Google listings, and rank higher in search.

Value Points: 

• Attract more customers with optimized and recent visuals that drive customer engagement
• Gain visibility into your visual content and identify areas of improvement for each location
• Gain actionable insights to further optimize your local search rank performance on Google

Use Case:

“As a Marketing Manager, I need to quickly identify what locations are missing or need more photos, so that I can effectively optimize our Google Listings and increase local search performance.”

Customer Challenge Addressed: Photos provide a visual context of the customer experience for brands looking to understand and improve satisfaction. Without the ability to receive photo alerts and summaries, teams may miss on valuable insights that can help them visualize and improve the customer experience.

What It Is: Better understand the customer experience with immediate notifications when new customer photos are published, including images associated with negative reviews. Monitor visual content performance with weekly and monthly summaries with aggregated analytics sent to your inbox.

Where It’s Located: Reputation Management

Value Points: 

• Get immediate visibility to the customer experience and “see it” for yourself
• Stay informed in real-time, enabling prompt responses and quick issue resolution
• Monitor customer engagement and satisfaction with aggregated photo analytics, sent to your inbox

Use Case: “As a Marketing Manager, I need additional signals to monitor customer engagement and satisfaction, so that I can address customer experience issues quickly.”

Customer Challenge Addressed: Organizations are often tasked with working with siloed technologies, and manual processes when closing the loop with customers. As a result, issue resolution times are longer, and overall customer satisfaction tends to dip.

What It Is: Improved actionability for accessing and managing XI cases directly within a third-party system such as Salesforce, Zendesk, Microsoft Dynamics, and more. Plus, added flexible views that sort case inbox to action high priority cases, and reduce overall resolution times.

Where It’s Located: Case Management

Value Points: 

• Reduced issue resolution times to decrease costs while increasing customer satisfaction
• Drive action on customer feedback in any system breaking down technology silos and streamline processes
• Flexible views with new sorting capabilities that allow for quick case prioritization

Use Case:

“As a Caseworker I need to be able to access and update the status of my cases seamlessly when working in my CRM system.”

“As a Caseworker, I want to ability to prioritize my customer cases so I can work on those needing the quickest attention.”

Customer Challenge Addressed: Creating a customer-centric business model requires a highly focused customer experience strategy. However, ensuring the business has eyes on critical feedback is difficult, and CX leaders are often limited in their ability to socialize details about how their customers think and feel.

What It Is: Quickly socialize customer insights across the organization with easy-to-export PDF responses that display all experience details, including associated metadata, comments, tags, and more.

Where It’s Located: Data Exploration

Value Points: 

• Added method to socialize customer insights to increase critical feedback awareness
• Offline visibility of response data for immediate experience improvements
• Direct insight on specific experience feedback

Use Case: “As an Application User, I need to export experience detail views so that I can print a hard copy to view and socialize within the business.”