CXM
Customer experience management can seem
complex, but it comes down to one
important factor: satisfying the client.
Co-Nexus, Inc., developed its Customer
Experience Management (CXM®) Call
Recording software, which includes
robust and quality monitoring features,
with this fact in mind. CXM Call
Recording helps call centers achieve
excellent quality monitoring though the
use of dynamic multimedia logging and
reporting capabilities. CXM Call
Recording sets the standard for
effective client contact though quality
monitoring capabilities that provide
access to critical customer interaction
data.
CXM® raises the standard of excellence in these all-important
customer care areas
RECORD CALLS THE WAY YOU WANT
No company
is alike. So why buy a recording
solution that doesn’t give the option
how you want to record? Unlike the other
guys, CXM gives the option to record by
a number of different parameters AND by
a combination of those parameters. 100%
or a sampling, by caller ID, VDN, DNIS,
TRUNK, SKILL, EXTENSION, AGENT ID, ON
DEMAND…this list goes on. Our staff is
standing by to assist you in designing
your unique CXM Call Recording Solution.
FIND WORKFLOW TRAFFIC JAMS
With CXM PC
Screen Capture you can both listen to
and view your agents CRM (Customer
Relationship Management) inputs to
discover where your agents are having
difficulty. Through the monitoring of
screens, you can identify those agents
who maneuver through the CRM most
efficiently and those that require
additional training.
CREATE YOUR OWN UNIQUE EVALUATION FORM
Get rid of those Excel spreadsheets and
file cabinets. The CXM Performance
Evaluation tool allows you to create an
unlimited # of grading forms that are
unique to your company and different
groups. The forms are easily designed
then published to the CXM server through
our CXM Grading Form Wizard. You can
weight your form by question or by
section. Answer your questions a number
of ways. Leave comments with each
question or at the conclusion of the
form.
Furthermore, the CXM Performance
Evaluation tool will calculate the
scores for you and store the results
instantly on the server.
AGENT PORTAL
Your agents no longer have to leave
their desks and more importantly, you no
longer have to reserve your conference
room for training. The Agent Portal is a
virtual classroom for your agents. From
their desktop they can:
CUSTOMER SATISFACTION SURVEYS – CXM
4MYFEEDBACK
4myFEEDBACK from Co-nexus is an
automated customer satisfaction survey
system connected to your communication
platform. Surveys are designed to obtain
valuable feedback from your customers
concerning their experience with your
call center. This post call survey
module comes with an easy to use survey
wizard so you can create your own
customized surveys. The software allows
you to control the entire survey process
without the ongoing expense associated
with third party survey providers.
The system supports an unlimited number
of different and concurrent survey
campaigns. Using the wizard you create
the survey questions and their
corresponding values. You can record
your own survey questions (WAV) or
utilize our professional services to
record the survey questions for you.
Callers are presented to the customer
satisfaction survey module in a variety
of ways. Most commonly, the caller is
offered the option to participate in the
survey during the pre-call greeting
process. Upon conclusion of the call
with the agent the caller is
automatically routed to the CXM customer
satisfaction survey module and presented
with the survey questions. CXM
4myFEEDBACK utilizes powerful speech
recognition technology enabling the
caller to reply to survey questions with
simple verbal responses. Alternatively,
callers can be transferred by the agent
into the survey module. Either way, you
will obtain valuable information from
your customers on their satisfaction
with the level of service they are
receiving from your organization.
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