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Qualtrics CX for Contact Centers
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Qualtrics Contact Center XM is a platform that helps organizations understand their customers better by collecting direct feedback and using conversational analytics. It combines experience and operational data to improve contact center experiences, reduce churn, and increase customer loyalty. The platform uses AI-powered conversational analytics to discover signals such as intent, effort, emotion, and outcome, and provides real-time metrics to empower and engage agents. It also helps resolve customer issues faster and identifies improvements with the biggest impact on the experience and the bottom line.
Website
https://www.qualtrics.com
Developer
Qualtrics
HQ Location
Provo, UT
Year Founded
2002
Number of Employees
5,965
Twitter
@Qualtrics
Strengths
  • Real-time customer feedback

    Qualtrics CX for Contact Centers provides real-time customer feedback, allowing businesses to quickly address customer concerns and improve customer satisfaction.

  • Customizable surveys

    The platform offers customizable surveys, allowing businesses to tailor questions to their specific needs and gather more relevant data.

  • Integration with other systems

    Qualtrics CX for Contact Centers can be integrated with other systems, such as CRM and ticketing systems, to provide a more complete view of the customer experience.

Weaknesses
  • Limited features

    Some users have reported that the platform has limited features compared to other customer feedback tools.

  • Steep learning curve

    The platform can be difficult to learn and use, which may require additional training for users.

  • Expensive pricing

    Qualtrics CX for Contact Centers can be expensive, which may not be feasible for smaller businesses or those with limited budgets.

Opportunities
  • Qualtrics CX for Contact Centers can be expanded into new markets, such as healthcare and education, to gather feedback and improve customer experiences in those industries.
  • The platform can form partnerships with other software providers, such as CRM and ticketing systems, to provide a more complete customer experience solution.
  • As businesses increasingly focus on improving customer experiences, there is an opportunity for Qualtrics CX for Contact Centers to capitalize on the growing demand for customer feedback tools.
Threats
  • Qualtrics CX for Contact Centers faces competition from other customer feedback tools, such as SurveyMonkey and Medallia, which may offer similar or better features.
  • During economic downturns, businesses may cut back on spending, which could impact the demand for Qualtrics CX for Contact Centers.
  • As data privacy concerns continue to grow, businesses may be hesitant to use Qualtrics CX for Contact Centers or other customer feedback tools that collect customer data.

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Qualtrics CX for Contact Centers Plan

Qualtrics CX for Contact Centers offers a flexible pricing plan starting at $1,500/month, with features such as real-time dashboards and advanced analytics.
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