Cyara CentraCX
Collect, understand & action customer feedback to design better CX with real-time Voice of the Customer for contact centers
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.
Transform Key Customer Insights into Actionable Improvements
Even after deployment, your CX journeys can always be refined and improved to better serve your customers’ evolving needs. CentraCX helps you take your CX offerings to the next level by gathering customer feedback and providing your team with actionable insights. CentraCX helps you maintain awareness of how your customers are experiencing your CX, in their own words. Then, using the provided feedback, you can plan ways to improve your CX channels and refine your designs to delivering quality interactions, even as expectations and desires change with the times.
See How CentraCX Works
With CentraCX, You Can:
Reduce Churn
Enable business leadership to improve CX and reduce churn with real-time, direct customer feedback
Improve Agent Performance & Retention
Empower managers to deliver rewards and coaching that improve agent performance and retention
Improve Processes & Products
Identify drivers of call volume and find new self-service opportunities with deep understanding of where customers encounter problems
Protect Your Brand
Encourage customers to share their concerns instead of turning to social media or regulators, so you can swifty address compliance issues or complaints head-on
Customer-Centric Contact Centers Use CentraCX to:
Collect feedback at every touchpoint, on every channel
Trigger surveys based on action in mobile app, online, or contact center or via CRM
Understand your customers and connect frontline teams with their feedback to get the full picture
Deliver data and dashboards to all stakeholders
Action the feedback you gather, engaging teams across your organization to drive resolution and improvement
Export results and reports to your CRM, marketing automation, data warehouse, or BI platform
Assure Journeys. Transform Experiences.
Cyara revolutionizes the way businesses transform and optimize customer experiences. The Cyara AI-Led CX Transformation Platform replaces time-consuming, error-prone manual processes, empowering enterprises to drive CX transformation, monitor and assure customer journeys, and optimize CX across all self-service and agent-assisted channels, including voice, video, and conversational AI. Cyara helps many of today’s leading brands raise the bar on customer experience by ensuring that customer journeys perform exactly as designed, and that CX systems operate as intended, even under pressure. Cyara is the only choice for complete, end-to-end CX transformation!
Resources
Datasheet: Cyara CentraCX
Customer Story: Cyara CentraCX Delivers Voice of the Customer for MYOB
Customer Story: CentraCX VOC Drives Key CX Improvements at MCCA Islamic Finance
Learn More
See how the Cyara AI-Led Customer Experience Transformation Platform can help you achieve your CX Assurance goals, and delight your customers.