ConcentrixCX

Sentiment Analytics

Use of a natural language processing (NLP) technique used to determine whether data is positive, negative or neutral. 

Data Visualization

Visualize customer data in configurable dashboards or reports, and easily share these visualizations with decision makers.

Multi-Channel Data Collection

Collect customer feedback through multiple channels such as email, websites, paper, text messaging, voice, mobile app, in-app, kiosks etc.

Dashboards, Analytics and Reporting

Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Text Analytics

Ability to find meaning in large quantities of data using text mining and natural language processing (NLP) and aggregate for analysis purposes.

Alerts

Ability to provide realtime threat or suspicious activity alerts.

Questionnaire Design/Survey Builder

Create a variety of question formats including multiple choice, check box, open answers, drag and drop technology, rating scales, and auto-fill.

API Framework

The platform provides the ability to move data to and from the solution and other customer interaction applications (i.e. CRM) with ease.

Availability and Quality of Training

Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization

Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration

Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation

Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration

This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness

End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created

Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features

Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support

The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features

Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement

Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.