CX Index

CX Index is positioned as a true omnichannel Voice of the Customer (VoC) solution that, according to the vendor, enables businesses of various sizes to capture and analyze customer feedback across multiple channels. This platform is designed to cater to customer experience professionals, marketing professionals, contact center managers, retail and e-commerce companies, as well as financial institutions and banks.

Key Features

Feedback Capture: According to the vendor, CX Index allows businesses to capture customer feedback through various channels such as phone (IVR), email, SMS, chat, and social media. The platform supports different survey types and provides configurable survey designs.

Reporting & Insights: CX Index offers reporting and insights capabilities to turn customer feedback into actionable insights. Feedback data can be integrated with CRM, POS, ERP, and contact center data for analysis. User-friendly dashboards provide real-time visibility into CX performance.

Natural Language Processing: The vendor claims that CX Index's NLP engine enables businesses to understand customer sentiment and analyze text feedback at scale. The engine can analyze text from various sources, including survey responses, chat, IVR, and social media channels. Sentiment analysis and speech to text analysis are said to enhance decision-making.

Case Management: CX Index's Case Management tool is designed to help businesses address and resolve customer issues efficiently. The tool allows for the allocation, escalation, and tracking of customer cases, providing insights into recurring issues and potentially reducing customer churn.

Social Listening: CX Index acts as a real-time listening post across major social media channels, allowing businesses to monitor brand mentions and customer conversations. Natural language processing tools are claimed to identify key insights amidst social media noise.

Social Advocate: The vendor states that CX Index's Social Advocate tool helps businesses manage online reputation and encourage customer advocacy. The tool automates the process of asking satisfied customers to leave feedback on review sites and social media platforms, potentially leading to increased customer trust and improved acquisition.

Messaging: CX Index provides a suite of tools for businesses to listen to and communicate with customers on major social media channels. The platform enables businesses to respond to customer queries, complaints, and feedback, helping build meaningful relationships and enhance customer satisfaction.

Information Security: According to the vendor, CX Index prioritizes information security and is ISO 27001 certified. The platform ensures encrypted and authenticated traffic, conducts continuous security assessments, and complies with GDPR regulations.