Name: CX Review
Author: CX Review

Help Desk

Kiosk

Web and Video Conferencing

Customer Support

AI Code Generation

Automation Testing

Beta Testing

Feature Management

Development

Virtual Classroom

Education

AI Document Creation

Business Intelligence (BI)

Collaboration

Demand Planning

Internal Communications

Knowledge Management

Quality Management

Supply Chain Visibility

Whistleblowing

Enterprise

Accounting

Cash Flow Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Monitoring

HR Management

Payroll

Talent Intelligence

Talent Management

Video Interview

Workforce Analytics

Workforce Management

eLearning Content

Human Resources

Blockchain-as-a-Service (BaaS)

Business Process Automation

Cloud Data Warehouse

Cloud Storage

Data Integration

Data Replication

Database-as-a-Service (DBaaS)

Embedded Database

Encryption Key Management

Fraud Detection

IT Alert Management

Integration Platform as a Service (iPaaS)

Network Performance Monitoring

OpenStack Cloud

Scale-Out Storage

Test Management

User Activity Monitoring

Value Stream Management

WAN Optimization

Web Content Filtering

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Enterprise Marketing Management

Grant Management Software

Livestream

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Auction Software

Customer Relationship Management (CRM)

Sales Consulting

Sales Incentive Compensation Management

Sales Training

Sales

Agriculture

Inventory Management

Last Mile Delivery

Military and Defense

Online Ordering

Shipping

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Priority Matrix

Appfluence

eMeetingsOnline

FastPIPE

FastEST, Inc.

ReportsNow

AspenOne Supply Chain Management

Aspen Technology

Crowdtap

Document Locator

ColumbiaSoft

Frosmo

Frosmo Ltd

Azurepath

Azurepath, LLC.

Aras PLM

Aras Corporation

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.


Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

Vonage Contact Center (VCC) supports organizations with integrations for Salesforce, ServiceNow, or Microsoft Dynamics. VCC is cloud-based and integrates with CRMs to centralize customer data, and offers omnichannel features.

Priority

Premium

Vonage Contact Center

CX Review

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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