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Description
Businesses are taking proactive measures to improve their Customer Experience strategy by monitoring, managing, and coordinating every touchpoint between customers and the organization throughout their journey. The primary objective is to enhance these interactions from the customer's viewpoint, thereby promoting loyalty among clients. With customer support now spanning various platforms such as web chat, SMS, and social media, it has become essential to provide a unified and consistent experience across all channels. The Consilium customer experience management (CEM) solution, known as UniAgent™, creates an ideal framework for effectively overseeing each interaction while delivering a seamless Omni-channel experience to customers. UniAgent™ enables you to choose the most appropriate channel at the right moment, utilizing all pertinent information and context to create a distinctive and tailored experience throughout the customer’s journey. By integrating these capabilities, organizations can not only meet but exceed customer expectations, ultimately leading to stronger relationships and increased satisfaction.
Description
Customers consistently share their feedback, and with inQuba's user-friendly graphical interface, omni-channel survey creation and management enables them to provide insights at any point in their journey through their chosen channels. Each survey is tailored and contextualized, utilizing a comprehensive view of each customer to ensure relevance. This approach ensures that the right insights reach the appropriate individuals promptly. inQuba also facilitates the categorization of feedback into various channels for distinct audiences, allowing for the escalation of critical concerns based on predefined criteria, such as a low Net Promoter Score or negative sentiments identified in detailed feedback analysis. Teams can collaboratively address issues within established service level agreements while leveraging a built-in workflow, promoting effective resolution. The journeys of your customers reveal valuable insights, so by modeling their experiences with defined steps and service channels, you can effectively connect both structured and unstructured feedback to each phase of their journey, enhancing the overall understanding of customer experiences. Ultimately, this process empowers businesses to adapt and improve their services based on real-time insights.
API Access
Has API
API Access
Has API
Integrations
Amazon Web Services (AWS)
CA Service Desk Manager
Calabrio Call Recording
Facebook
LinkedIn
Microsoft Dynamics 365
Oracle Siebel CRM
SAP Cloud Platform
SAP Commerce Cloud
Salesforce
Integrations
Amazon Web Services (AWS)
CA Service Desk Manager
Calabrio Call Recording
Facebook
LinkedIn
Microsoft Dynamics 365
Oracle Siebel CRM
SAP Cloud Platform
SAP Commerce Cloud
Salesforce
Pricing Details
No price information available.
Free Trial
Free Version
Pricing Details
No price information available.
Free Trial
Free Version
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Vendor Details
Company Name
Consilium Software
Founded
2007
Country
Singapore
Website
consiliuminc.com/product/UniAgent-crm-cti-connector
Vendor Details
Company Name
inQuba
Founded
2010
Country
South Africa
Website
www.inquba.com/products-cx/
Product Features
Integration
Dashboard
ETL - Extract / Transform / Load
Metadata Management
Multiple Data Sources
Web Services
Product Features
Customer Experience
Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis
