Name: Brilliant Customer Experience Management
Author: Brilliant Future

Help Desk

Web and Video Conferencing

Customer Support

Mind Mapping

Push Notifications

Development

Association Management

Audit

Business Intelligence (BI)

Collaboration

Embedded Business Intelligence (BI)

Interactive Voice Response (IVR)

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Credentialing

HR Management

On-Demand Payment

Payroll

Professional Employer Organizations (PEO)

Recruitment Automation

Resume Parsing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Agent Builder

Cloud Storage

Fraud Detection

HTML Editors

Hyper-Converged Infrastructure

Integration Platform as a Service (iPaaS)

Managed Print

Network Access Control (NAC)

Network Performance Monitoring

Network Virtualization

Secure Email Gateway

Solid State Drives

Static Application Security Testing (SAST)

Static Code Analysis

Storage Area Network

Virtual Desktop Infrastructure (VDI)

Virtual Private Network (VPN)

Virtualization Management

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Consumer Ratings & Reviews

Content Management

Data Management

Email Management

Email Marketing

Graphics

Marketing Automation

Marketing Resource Management

Personalization Engines

Presentation

Search Marketing Intelligence

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Point of Sale

Sales

Insider Risk Management

Security

Auto Repair

Forestry

HIPAA Compliance

Insurance Agency Management

Legal Research

OSS/BSS (Operations Support/Business Support)

Trucking Software

Vertical-Specific

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Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

Genesys Cloud CX

Brilliant Customer Experience Management

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

Brilliant Future

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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