Name: Synaptum Portal
Author: VirtuaTell

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Synaptum Portal is a customer experience management system offered by VirtuaTell. According to the vendor, this suite of tools aims to improve operational performance and profitability by collecting, analyzing, and interpreting customer feedback. With its real-time automated surveys, advanced analytics, and data visualization capabilities, Synaptum Portal is positioned as suitable for small to large-sized companies across various industries. Contact center managers, customer experience managers, operations managers, marketing managers, and businesses in the retail industry are said to benefit from the features and insights provided by Synaptum Portal.

## Key Features

**NextGen Omnichannel Surveys**: According to the vendor, Synaptum Portal allows businesses to collect feedback from various customer contact channels, such as phone, email, web, chat, social media, SMS, or smartphone. These surveys can be triggered in real-time after customer interactions, providing what the vendor claims to be timely and unbiased feedback to drive improvements in customer satisfaction and retention.

**Real-Time Invites**: The vendor states that Synaptum Portal enables the delivery of short and data-rich surveys immediately after customer events, without requiring agent intervention. This approach is said to increase response rates and reduce survey fatigue, allowing businesses to make immediate improvements to the customer experience.

**Total Integration**: According to the vendor, Synaptum Portal allows the importation of survey results into other systems, such as Genesys and Salesforce, to obtain a comprehensive view of customer data. By merging survey data with existing customer data, businesses can create what the vendor claims to be a 360-degree view of their customers and cross-reference and filter results based on various criteria.

**Enhanced AI**: Synaptum Portal is said to utilize artificial intelligence to ask relevant and meaningful survey questions at the right time and in the right way. The vendor claims that the product leverages AI-driven speech, text, and sentiment analysis to uncover patterns, trends, and emerging issues in customer feedback. This feature is presented as providing actionable insights and alerts based on AI analysis of unstructured customer voice messages.

**Insight DashTops®**: According to the vendor, Synaptum Portal offers bespoke dashboard displays for rich data visualizations and analytics. The product provides what the vendor describes as intuitive and easy-to-understand real-time dashboards for frontline staff and in-depth charts for insight staff. The vendor claims that this feature enables staff to access and manage closed-loop tasks quickly and efficiently.

**CXBot® Automation**: The vendor states that Synaptum Portal automates the entire survey process, including channel and question selection, based on existing customer data. This automation is said to increase response rates, reduce customer survey fatigue and opt-out rates, and deliver survey data to CRM systems or databases while managing post-survey actions and events.

**DataFuse® Integration**: According to the vendor, Synaptum Portal integrates survey data with existing customer data to generate what they claim to be powerful cross-sectional insights. The product is said to fuse data from multiple sources for deeper and more meaningful analytics, providing a complete view of customer performance and behavior based on selectable criteria.

**Analytic Insights**: Synaptum Portal is said to utilize advanced AI-driven text analytics and natural language understanding to deepen customer insights. According to the vendor, the product aims to uncover the true sentiment behind customer feedback and identify emerging issues and trends. The vendor claims that it deploys predictive analytics to alert businesses to potential issues that may impact their operations.

**Closed Loops**: According to the vendor, Synaptum Portal allows businesses to set up SLA alerts and monitor results via dashboards to create a closed-loop process for customer retention. This feature is presented as enabling businesses to proactively address customer issues and drive improvements based on feedback, while having a comprehensive view of performance and progress in meeting customer expectations.

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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

VirtuaTell

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 Synaptum Portal?