Name: Alterna CX
Author: Alterna

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Alterna CX is a customer experience management system developed by Alterna CX. According to the vendor, it is designed to help businesses of various sizes analyze customer feedback, automate workflows, and enhance the overall customer experience. The product is targeted at customer experience managers, business analysts, marketing professionals, as well as industries such as retail, e-commerce, hospitality, and travel.

## Key Features

**Granular Customer Insight**: According to the vendor, Alterna CX enables a detailed understanding of customer insight by utilizing automated technology such as if/then logic and text analytics. This allows businesses to collect direct feedback on specific customer issues. The product offers dashboards and collaborative features to facilitate data collection and analysis. Additionally, the vendor claims that it can detect abnormalities and alert the team on pressing issues that require attention.

**Integrations**: Alterna CX offers seamless integration with over 85 review websites and 150 powerful apps, as claimed by the vendor. This integration allows businesses to analyze customer feedback from various sources, including review websites and help desk conversations. The product also supports 105 languages and provides automated translation. According to the vendor, Alterna CX offers ready integrations with 150+ support and CRM apps, review websites, and survey tools.

**Text Analytics fueled by Machine Learning**: Alterna CX utilizes machine learning algorithms to analyze and extract insights from unstructured customer feedback, according to the vendor. The product provides industry-specific, well-trained models that can be deployed within a few weeks. It helps identify sentiment, topics, and key phrases from customer feedback, allowing businesses to understand customer preferences and pain points. The vendor claims that Alterna CX can provide actionable insights from social media, customer reviews, and other text-based sources.

**NPS Simulation**: According to the vendor, Alterna CX's 'NPS Simulation' capability can predict future Net Promoter Score (NPS) results with 80% accuracy. This feature helps businesses understand the impact of specific actions on NPS and make informed decisions to improve customer loyalty. The product allows businesses to analyze the drivers behind NPS scores and identify areas for improvement without relying on NPS surveys.

**Insight Sharing Session**: Alterna CX offers insight sharing sessions to facilitate collaboration among team members and stakeholders, as claimed by the vendor. These sessions allow for the sharing and discussion of trends and factors driving the brand experience. Businesses can collaborate on strategies and action plans to enhance the customer experience and improve communication and alignment across departments and teams.

**Automated Detection and Alerts**: According to the vendor, Alterna CX can automatically detect abnormalities in customer feedback and alert the team on pressing issues. This feature aims to relieve the pressure on limited resources and ensure prompt resolution of critical customer issues.

**Actionable Insights**: Alterna CX's text analytics capabilities provide businesses with actionable insights, according to the vendor. The product helps identify patterns, trends, and customer preferences, enabling informed decision-making and driving improvements in the overall customer experience.

**Multi-language Support**: Alterna CX supports 105 languages and offers automated translation, as claimed by the vendor. This allows businesses to analyze customer feedback from diverse linguistic backgrounds and gain insights from a global customer base.

**Ready Integrations**: Alterna CX offers ready integrations with 150+ support and CRM apps, review websites, and survey tools, according to the vendor. This seamless integration allows businesses to connect Alterna CX with their existing software ecosystem, streamlining workflows and enhancing the efficiency of customer experience management.

**Industry-specific Models**: According to the vendor, Alterna CX provides industry-specific, well-trained models that can be deployed within weeks. These models enable businesses to effectively analyze customer feedback tailored to their specific industry, ensuring accurate and relevant insights for their unique business needs.

Alterna CX has proven to be an invaluable tool for users in understanding their use cases and receiving timely support. Customers have been able to gather feedback from various touchpoints across all subsidiaries, allowing them to gain valuable insights into their products and services. This has empowered companies to implement targeted actions and solutions to enhance the overall customer experience based on the feedback received. 

One of the key benefits of Alterna CX is its ability to contribute to the development of a customer-centric culture within organizations. By providing a platform for listening and gathering customer feedback, the software helps strengthen the organization's commitment to understanding and meeting customer needs. Users have commended Alterna CX for its user-friendly interface, making it easy for both employees and customers to navigate and engage with the platform. Moreover, the software enables users to delve into the root causes of both positive and negative drivers, allowing for a comprehensive analysis of customer feedback.

Overall, users have had a very positive experience with Alterna CX, finding it to be an excellent tool for managing both customer and employee feedback. Its versatile features, combined with its intuitive interface, make it an efficient solution for understanding use cases, gathering feedback, and improving customer experience at every level of the organization.

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Alterna CX

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Alterna

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

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What is Alterna CX?