Overview

Cyara CentraCX is a cloud-based, real-time Voice of the Customer (VoC) feedback management solution designed specifically for contact centers. It enables organizations to proactively gather, understand, and act upon customer feedback across various channels, including voice and digital platforms. By capturing both qualitative and quantitative feedback, CentraCX provides contextual insights into agent-to-customer interactions, allowing businesses to identify issues, accelerate change, and drive customer experience (CX) transformation. The platform facilitates the organization and sharing of collected data with contact center leaders, frontline agents, and teams, promoting a culture of continuous improvement and customer-centricity.

Features and Capabilities

• Multi-Channel Feedback Collection: Gather customer feedback at every touchpoint across voice and digital channels, ensuring a comprehensive understanding of the customer experience.
• Real-Time Insights: Access immediate feedback to quickly identify and address issues, enhancing the agility of CX strategies.
• Contextualized Feedback: Obtain detailed insights into agent-customer interactions, enabling targeted coaching and performance improvements.
• Actionable Data Sharing: Easily distribute feedback insights to relevant stakeholders within the organization to drive informed decision-making.
• Advanced Reporting and Dashboards: Utilize real-time dashboards, data feeds, and exportable reports to monitor and analyze customer feedback trends effectively.
• Integration Capabilities: Seamlessly integrate with existing contact center platforms and workflows, ensuring minimal disruption and maximum efficiency.
• Agent Empowerment: Provide frontline teams with direct access to customer feedback, fostering a sense of ownership and encouraging proactive improvements.
• Brand Protection: Enable customers to voice concerns directly, reducing the likelihood of public complaints and enhancing brand reputation.
• Continuous CX Improvement: Facilitate an ongoing practice of collecting and acting on customer feedback to refine and enhance the customer journey continually.