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Boomtown's CXMEngine has proven to be an invaluable tool for customer support teams, offering seamless multi-channel support through chat, …
Overview
What is CXMEngine?
CXMEngine is an all-in-one customer experience management (CXM) platform designed to deliver seamless and personalized customer experiences across multiple touchpoints. It is tailored for businesses of all sizes, from small startups to large enterprises, and is utilized by professionals and industries...
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- Tech Details
What is CXMEngine?
CXMEngine is an all-in-one customer experience management (CXM) platform designed to deliver seamless and personalized customer experiences across multiple touchpoints. It is tailored for businesses of all sizes, from small startups to large enterprises, and is utilized by professionals and industries including marketing, customer service, sales, support, financial services, fintech companies, technology and SaaS organizations, healthcare providers, and retail companies.
Key Features
Master complex customer journeys effortlessly: According to the vendor, CXMEngine allows users to design, automate, and optimize customer journeys across the customer lifecycle using a drag-and-drop builder, pre-built templates, and a split-screen interface.
See every engagement - even with your partners: The vendor claims that CXMEngine provides real-time visibility into customer interactions with core providers, processors, and issuers, connecting separate partners and internal tools in one place and removing data silos to ensure a seamless customer journey.
AI-powered conversations and insights: With built-in conversational and generative AI intelligence, CXMEngine aims to offer better insights on customer journeys, summarize customer experiences, detect sentiment and intent during interactions, and enable faster and more confident communication and response to customers.
Right place, right time, knowledge in motion: The vendor states that CXMEngine leverages AI-powered knowledge delivery to provide relevant answers and information to customers and back-office teams, improving first-contact resolution rate, enhancing customer satisfaction, reducing costs, and supporting intelligent workflows and personalized interactions.
Supercharged Customer Journeys, No Matter Your Financial Sector: CXMEngine is customizable for various organizations within the financial services sector, streamlining operations and enhancing customer experience across sectors such as commercial banking, wealth management, corporate investment banking, claims processing, customer service, and third-party engagement.
Quick go-live that drives in-year ROI: According to the vendor, CXMEngine is designed for easy implementation and integration with existing tech stacks, allowing business line leaders to manage and alter journeys in real-time for a quick go-live within 90 days.
Retain full command of your customer data: The vendor claims that CXMEngine enables users to identify and map necessary customer information for seamless access and sharing, empowering secure data permissions, filtering, segregation, and aggregation, and maintaining control over customer data and privacy compliance.
Journeys: CXMEngine aims to connect every customer interaction into a single unified experience, offering real-time improvements with AI-powered suggestions and analytics, and empowering business line experts to build and optimize journeys.
Ecosystem: According to the vendor, CXMEngine allows users to connect and track every interaction both inside and outside the organization, providing a 360-degree view of the customer journey and breaking through ecosystem silos for real-time information sharing.
Conversations: CXMEngine enables users to build and deploy conversational AI chatbots in days, providing safe and accurate answers trained solely on the brand, and facilitating communication with customers via chat, video conferencing, screen sharing, and phone calls within the platform.
CXMEngine Features
- Supported: Alerts/Escalation
- Supported: Automated Routing
- Supported: Customizable Branding
- Supported: Email Management
- Supported: Interaction Tracking
- Supported: Knowledge Base Management
- Supported: Macros/Templated Responses
- Supported: Multi-Channel Communication
- Supported: Prioritization
- Supported: Real-Time Chat
- Supported: Remote Access/Control
- Supported: Reporting/Analytics
- Supported: Self Service Portal
- Supported: Social Media Integration
- Supported: Third Party Integrations
- Supported: Ticket Management
- Supported: Workflow Configuration
- Supported: Chatbot
- Supported: Contextual Guidance
- Supported: Live Chat
- Supported: Multi-Language
- Supported: Pre-Configured Bot
- Supported: Collaboration Tools
- Supported: Reporting & Statistics
- Supported: Canned Responses
- Supported: Offline Form
- Supported: Transfers/Routing
CXMEngine Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Windows |
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- Business Problems Solved
- Pros
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- Recommendations
Boomtown's CXMEngine has proven to be an invaluable tool for customer support teams, offering seamless multi-channel support through chat, email, and phone. Users have reported faster response times and improved customer satisfaction as a result. Additionally, the software's ability to track and onboard new customers has greatly facilitated the transition process, ensuring a smooth onboarding experience and efficient management of the entire process.
The knowledge base and chatbot features offered by Boomtown have been highly praised for their automation capabilities, effectively reducing overall support volume by addressing frequently asked questions. Customers have found this feature to be particularly helpful in resolving common queries without needing to engage with support agents.
For merchants using the third-party installer option for point of sale installations, Boomtown's seasoned technicians have been a valuable resource. These technicians are well-versed in various technical aspects such as computer setup, printer configuration, network troubleshooting, cabling, and KDS equipment integration.
Customers transitioning from legacy systems with outdated networks have also found great value in Boomtown. The software provides them with an enhanced understanding of how peripheral hardware interacts with their point of sale system, thereby simplifying the transition process and avoiding potential compatibility issues.
Brokerage firms have benefited from Boomtown's integrated solution for CRM IDX-fed websites, customization, and drip automation. This has streamlined lead generation efforts and improved reporting metrics for these firms.
In terms of technical support, Boomtown has been instrumental in closing the gap on complex issues that teams are unable to resolve internally. The software offers valuable assistance in network troubleshooting and configuration, providing users with reliable solutions to intricate technical problems.
One of the standout features of Boomtown is its regional flexibility and affordability. Users appreciate the scalability it offers, allowing them to tackle problems effectively across various locations without breaking the bank.
Whether it's solving remote problems like IP syncing, network connection issues, and router configuration or handling on-site tasks such as hardware installation and networking, Boomtown has proven to be a reliable solution. Customers have reported successful outcomes in resolving both remote and on-site technical challenges.
Boomtown's access to a full team of trained agents has allowed businesses to quickly scale their customer support operations. Leveraging historical customer support issues, the software enables faster and more efficient service delivery, ensuring that customers' needs are met promptly and effectively.
Integration with Relay has brought numerous benefits to users, including improved communication among team members and increased reporting capabilities. This integration has proven particularly valuable for enhancing collaboration and streamlining workflows.
Boomtown's support automation features have
Comprehensive Solution: Users appreciate that Boomtown provides a comprehensive solution, eliminating the need for multiple products to work together. Many users have noted this as a key advantage, stating that it saves them time and effort in managing their support processes.
Integrations with Popular Tools: The availability of integrations with popular tools such as 8x8, Slack, and Salesforce out of the box is highly valued by users. Several reviewers have mentioned how these integrations enhance their workflow and allow them to seamlessly connect Boomtown with their existing software stack.
Professional Support Teams: The onboarding and support teams at Boomtown are highly praised for their professionalism and responsiveness. Numerous users have commended the team's dedication in resolving issues promptly and providing excellent customer service.
Lack of Aesthetics: Some users have expressed that the Relay portal lacks visual appeal. However, they do acknowledge that it still fulfills their day-to-day tasks effectively.
Inconsistent Product Knowledge: There have been occasional instances where technicians displayed inconsistent levels of product knowledge, which has caused frustration among some users.
Restrictive WordPress Integration: The WordPress integration is perceived as restrictive by some users who desire more flexibility in creating fully-featured WordPress sites using CXMEngine.
When seeking recommendations from BoomTown users, it is advised to:
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Request references from other users in order to understand the benefits, challenges, and integration options of the software.
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Inquire about the specific benefits that BoomTown offers to gain insights into how it can enhance business operations.
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Explore the available integration options with other platforms or tools to assess compatibility with existing technology stack.
These recommendations emphasize the importance of gathering insights from current users, understanding the software's value proposition, and evaluating its compatibility before making a decision about adopting BoomTown.