With steep marketplace competition and customer expectations at an all-time high, it’s not enough to say that your customer experience “works”. The real test is whether it works like your customers want and need it to. To learn whether your CX passes that test, you have to go straight to the source, catching customers when their memory is sharp and their feedback is freshest. 

In the past, companies have relied on long, in-person surveys and focus groups for customer feedback. But those are slow, expensive and limit the number of customers you can reach. And once collected, it’s difficult to aggregate results, extrapolate key insights, and rally the troops to make changes that accurately reflect feedback and drive CX transformation.

Meet Cyara CentraCX, a revolutionary real-time Voice of the Customer (VoC) feedback management solution built specifically for contact centers.

CentraCX allows you to gather and assess a powerful combination of qualitative metrics and quantitative open feedback that surface issues, accelerate change, and drive CX transformation to not just meet, but exceed customer expectations.

CentraCX is a real-time voice-of-the-customer (VoC) solution specifically built for cloud contact centers, enabling you to proactively and easily gather and understand customer feedback across voice and digital channels. The contextualized feedback about agent-to-customer interactions provides contact centers with detailed insights that are key to transforming CX in alignment with the changing needs, preferences, and sentiments of your customers.

Once automatically gathered, the data collected by CentraCX is organized and easily shared with contact center leaders, frontline agents, and teams who can action and manage change in response to feedback, driving a rigorous and constant practice of improving CX and winning customers for life.