CX Review

CX Review is a conversation analytics platform designed to deliver quality control, regulatory compliance, and customer insights, according to the vendor. It is suitable for businesses of all sizes, including call center managers, quality managers, team leaders, customer service managers, and product managers in industries such as customer service, telecommunications, financial services, healthcare, and retail.

Key Features

Total data security: According to the vendor, CX Review ensures data security through data encryption, secure storage mechanisms, and seamless integration with CRM systems.

Multi-lingual support: CX Review supports multi-lingual capabilities, allowing businesses to analyze customer conversations in different languages. The vendor claims that it can automatically transcribe and analyze conversations in various languages, enhancing the accuracy and effectiveness of the analysis.

Voice verification security: The vendor states that CX Review offers voice verification security, enabling businesses to authenticate and re-verify agents and customers using their unique voice biometrics. This feature enhances security, reduces call times, and ensures authorized access to sensitive information.

Serious issue alerts: CX Review provides serious issue alerts, automatically identifying and notifying businesses of critical customer issues that require immediate attention, according to the vendor. This feature allows for timely resolution, improved customer satisfaction, and proactive customer concern addressing.

Sentiment analysis: According to the vendor, CX Review utilizes sentiment analysis to uncover prevailing sentiment in customer conversations. By analyzing both voice and text, businesses gain insights into customer emotions and attitudes, enabling them to tailor their services and improve customer satisfaction.

Trend analysis: CX Review offers trend analysis capabilities, allowing businesses to track and analyze patterns in customer conversations over time, as claimed by the vendor. Comprehensive trend reports enable businesses to identify emerging trends, monitor changes in customer behavior, and make data-driven decisions.

Voice Verification: According to the vendor, CX Review's voice verification feature allows businesses to authenticate and re-verify agents and customers using their unique voice biometrics. This remote recognition capability ensures secure access to sensitive information and reduces call times.

Transcription: CX Review automatically transcribes customer conversations, providing a written record of interactions for analysis and review, according to the vendor. This feature enables businesses to easily search and analyze conversations, extract insights, and identify areas for improvement.

Redaction: The vendor claims that CX Review offers redaction capabilities, allowing businesses to remove sensitive information from transcribed conversations. By masking or removing personally identifiable information (PII) and other sensitive data, this feature enhances data privacy, security, and compliance.