Name: OPINATOR
Author: OPINATOR

Customer Engagement

Help Desk

Web and Video Conferencing

Customer Support

Continuous Integration

Development

Online Proctoring Software

Education

Association Management

Business Intelligence (BI)

Collaboration

Contract Analysis

Data Analytics  and BI Services

Document Generation

File Sync

Enterprise

Accounting

Trust Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Corporate Volunteering

HR Management

Payroll

Recruitment Agency

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AIOps

API Design

Asset Tokenization

Cloud Storage

Container Management

DevOps

Disk Based Backup

Fraud Detection

Hadoop-Related

Integrated Development Environment (IDE)

Integration Platform as a Service (iPaaS)

Managed Private Cloud

Network Access Control (NAC)

Network Performance Monitoring

Relational Database Management Systems

Requirements Management

SSL Certificate

Tower Servers

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Customer Loyalty Program

Digital Experience Platforms (DXP)

Email Marketing

Location Intelligence

Marketing Automation

Personalization Engines

Product Management

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Email Signature

Project Management

Task Management

Professional Services

Customer Relationship Management (CRM)

Sales

Cloud Access Security Brokers

Data Loss Prevention

User and Entity Behavior Analytics (UEBA)

Security

Automotive

Catering

Church Management

Estate Planning

Hotel Management

Insurance Claims Management

Law Practice Management

Multiple Listing Service (MLS)

Vertical-Specific

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### Voice of the Customer (VoC
Users unanimously praise OPINATOR's robust Voice of the Customer (VoC) capabilities. They highlight the platform's effectiveness in gathering and analyzing customer feedback, enabling them to enhance their customer experience programs and drive improvements in NPS and CSAT scores. Additionally, users appreciate the real-time insights provided by OPINATOR, allowing them to promptly address customer concerns and identify opportunities for growth. The advanced analytics features, such as Text Analytics and Case Management, are particularly valued for their role in streamlining reporting and facilitating data-driven decision-making.

### Feedback Gathering and Analysis
Users consistently praise OPINATOR for its exceptional feedback gathering and analysis capabilities. They highlight the ease of obtaining real-time feedback from clients, the comprehensive nature of the tool in managing Customer Experience results, and the ability to measure and compare NPS growth over time. Additionally, users appreciate the tool's effectiveness in reducing churn, identifying moments of high satisfaction, and turning customers into promoters. The visual appeal and interactive features of OPINATOR's feedback gathering solutions also contribute to increased engagement and identification with the brand.

### NPS and CSAT Metrics
Users unanimously praise OPINATOR for its exceptional NPS and CSAT capabilities, emphasizing its impact on response rates and customer satisfaction ratios. The consensus among reviewers is that OPINATOR's NPS and CSAT metrics functionalities are robust and effective, enabling businesses to measure, analyze, and enhance customer feedback with precision. Customers appreciate the platform's ability to monitor various touchpoints and channels, leading to increased response rates and improved customer experience management. OPINATOR's NPS and CSAT metrics play a vital role in identifying moments of high satisfaction, addressing customer concerns promptly, and fostering customer loyalty through personalized interactions.

### Customer Understanding and Insights
Users seem to appreciate OPINATOR's ability to enhance customer understanding and insights. The feedback suggests that OPINATOR's customer understanding and insights functionality is viewed positively by clients, with a focus on qualitative understanding of customers. The close-knit and supportive nature of the Opinator team seems to contribute to a positive experience for users seeking to better understand their customers. Clients have expressed comfort and satisfaction with the level of insight gained into customer behaviors and issues within their stores or applications. This positive sentiment indicates that OPINATOR's customer understanding and insights capabilities are valued by users for their effectiveness in providing valuable customer insights.

### Case and Response Management
Users consistently praise OPINATOR's response management efficiency and the effectiveness of its case management features. They highlight the software's ability to streamline case resolution processes and enhance response times, ultimately improving overall customer experience. The flexibility and agility of OPINATOR's case and response management solutions are commended, with users noting the ease of use and the quick implementation of tailor-made developments. Additionally, the advanced analytics features, including Text Analytics and Case Management, are lauded for their contribution to real-time analysis and continuous improvement of customer experiences.

### Survey Design and Execution
Users appreciate OPINATOR's ability to create visually appealing and customizable surveys that enhance participant engagement. However, there are concerns about the platform's complexity for users with limited technical skills. The feature allowing for the inclusion of fun elements like gifs and the responsiveness across devices are highlighted as distinguishing factors that contribute to a positive user experience. Additionally, users emphasize the importance of incorporating customer requests into the base service to foster collaboration and continuous improvement.

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CXone Mpower Digital Agent

CXone Mpower Voice Agent

CXone Mpower Omnichannel Agent

CXone Mpower Essential Suite

Cxone Mpower Core Suite

CXone Mpower Complete Suite

CXone Mpower Ultimate Suite

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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

OPINATOR

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

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.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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What is OPINATOR?