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Top 30 Customer Experience Management Software
1

Top 30 Customer Experience Management Software

Top 30 Customer Experience Management Software
5 (100%) 8 ratings

Competition is intensifying as digital platforms allow companies of any size, anywhere, to roll out products quickly and deliver them to new markets. The experience a potential customer or an existing customer can get from the business is a critical competitive advantage in the digital era.

To attract new customers and to retain existing customers, business has to be focusing on customer experience management which can yield better results at a lower cost. It costs significantly less money to attract new customers than to retain existing customers.

Reducing churn, Upselling are essentially more profitable to a business and act as competitive advantage of business. The goal of customer experience management is to build customer loyalty and to reduce customer churn.

For a business, understanding the customer journey is about learning the customers experience from the moment they begin considering a purchase, and then collaborating with the potential customer to make the journey toward buying a product or service as simple, clear, optimized and efficient as possible.

Examples of Customer Experience Management Software: Chattermill, Zendesk, NetBase, Confirmit Horizons, Pega, IBM Tealeaf Customer Experience, Falcon Social, Avaya, Medallia, ResponseTek Listening Platform, Abzooba, NGDATA Lily Enterprise, Clarabridge, Software AG Apama, VOZIQ, SAS Customer Experience Management, Genesys, Sparkcentral, IBM Customer Experience Suite, ResponseTek, SandSIV VOC HUB, Satmetrix, ClickSoftware, Oracle CX Platform, SynGro, Genex, OpenText Experience Suite, KPMG Nunwood, Tenfold, Semeon Analytics are some of the examples of Customer Experience Management Software.

You may like to read: How to Select the Best Customer Experience Management Software for Your Business

What are Customer Experience Management Software

Customer Experience Management software capture feedback from every customer interaction to analyze to understand emerging trends and customer issues and helps to monitor, respond and improve every key moment along the customer journey.

Customer Experience Management Software includes features and functionality for collecting and consolidating customer data analytics, customer feedback, and a mechanism for delivering the right content to the customer based on that data. Customer Management software helps provide the best possible experience for a potential customer.

Customer Experience Management Software known as CEM tracks customer interactions throughout the customer journey. It helps you to monitor the interaction, gain insights from the inter actions and helps you to improve the customer experience.

Many areas of the business are going to benefit from focusing and prioritizing the customer experience strategy. Having happy customers enables you to have good profit margins.Customer Experience Management Software helps organizations to improve the customer journey by developing a lifetime loyalty which will benefit the organization with a long term growth.

You may like to read: How to Select the Best Customer Experience Management Software for Your Business

What are Customer Experience Management Software
Implementation Examples

Customer Experience Management Software helps companies to have a 360-degree view of customers, with integrated, up-to-date data on customer accounts. This customer experience management software integrates web portal, social and mobile technologies with content and analytics to help you anticipate customer needs and build brand loyalty. Here are some of the example user cases of Customer Experience Management Software.

  • Philips integrated their product information management system with Adobe Experience Manager which helped them to lets quickly update over 30,000 product descriptions every day, creating smooth, consistent experiences for their customers. This helped them to deliver continuous, personal experiences tailored to the context of each customer.
  • Airbnb has a business model with thousands of customer service agents, operating out of 20 physical locations around the world, serve both hosts and guests. That Global Customer Experience team aims to ensure a positive customer experience that begins on Airbnb’s platform and extends for the duration of a stay. To build data models that support personalized flows, data scientists in the Support Products Group are pulling the information they need from Zendesk. Zendesk provides customer data and insights on the backend, Airbnb has leveraged the Zendesk API to provide a customized agent UI, and to integrate with a collection of internal agent tools.
  • Sephora implemented a customer loyalty program that would make its renowned customer experience even better. Medallia’s customer loyalty program helped Sephora achieve real-time customer feedback aa customer response is accessible immediately.
  • Foxwoods Resort Casino has built a sophisticated analytics infrastructure that leaves little to chance in terms of customer experience. With the help of SAS solution , they know the guests' preferences, which help them to better target the promotional offers based on their histories and preferred amenities. This helps to create tailored offers that earn customer loyalty .

You may like to read: How to Select the Best Customer Experience Management Software for Your Business

Factors to consider when buying Customer Experience Management Software

The objective of Customer Experience Management Software is to build customer loyalty and to reduce customer churn.

The selection of Customer Experience Management Software depends on understanding, assessing and prioritizing your requirements, shortlisting the vendors based on your requirements, products features and functionality, industry experience and prior implementation experience.

You will have to closely assess the products capabilities of shortlisted vendors with your user cases with demos, which finally leads to selection of an effective, ideal Customer Experience Management Software which suits to your business requirements.

Here are some tips for Selecting an effective Customer Experience Management Software.

Top Customer Experience Management Software

Chattermill, Zendesk, NetBase, Confirmit Horizons, Pega, IBM Tealeaf Customer Experience, Falcon Social, Avaya, Medallia, ResponseTek Listening Platform, Abzooba, NGDATA Lily Enterprise, Clarabridge, Software AG Apama, VOZIQ, SAS Customer Experience Management, Genesys, Sparkcentral, IBM Customer Experience Suite, ResponseTek, SandSIV VOC HUB, Satmetrix, ClickSoftware, Oracle CX Platform, SynGro, Genex, OpenText Experience Suite, KPMG Nunwood, Tenfold, Semeon Analytics are some of the Top Customer Experience Management Software.

Top Customer Experience Management Software
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1

Chattermill

Chattermill

Chattermill applies artificial neural networks to customer feedback that learn from your data and help you make more customer-centric decisions. Using sentiment and theme analytics we help you convert detractors into promoters by addressing the areas of their experiences that matter the most. Intelligent search options make pinpointing customer pain points a quick and easy task. Cut through the noise and get to the centre of the issues of your customer experiences. Create, track and analyse custom metrics through our intuitive dashboard to create more of the experiences your customers love. Every piece of feedback counts. We aggregate it all…

Overview
Features

- Categorization and sentiment analysis.
- Customer experience prioritisation.
- Customer support performance insights.
- Net Promoter Score.
- CSAT.
- Personalised analytics dashboard.
- Aggregate feedback (Surveys, Reviews, Support Tickets and more) with API integrations.
- Multiple languages.
- Enterprise-grade security.

Price

Contact for pricing

Bottom Line

Chattermill applies artificial neural networks to customer feedback that learn from your data and help you make more customer centric decisions.

7.5
Editor Rating
9.0
Aggregated User Rating
12 ratings
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Chattermill

2

Zendesk

Zendesk is a cloud-based customer service software solution which is fast, easy to use and accessible anywhere from any device for companies and industries of all sizes and support teams and their customers worldwide. Zendesk has features such as flexible ticket management with automated workflow, multi-channel support: email, web, phone, chat, social media, mobile support with native iPhone, iPad, and android apps, robust reporting and advanced analytics, customer facing web interface that you can easily brand , knowledge base portal and community forums included, over 100 out-of-the-box integrations with 3rd party apps, open API enabling seamless integration into your business,…

Overview
Features

• Ticketing System
• Knowledge Base
• Community Forums
• Help Desk Software
• IT Help Desk
• Security
• Tech Specs

Price

• Essential - $5 per agent per month
• Team - $19 per agent per month
• Professional - $49 per agent per month
• Enterprise - $99 per agent per month
• Elite - $199 per agent per month

Bottom Line

Zandesk is a customer service platform which improves communication and makes sense of massive amounts of data and helps turn interactions into lasting relationships for businesses to be more reliable, flexible, and scalable.

9.5
Editor Rating
5.6
Aggregated User Rating
5 ratings
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Zendesk

3

NetBase

NetBase provides real-time consumer insights across the organization, from brand and digital marketing, public relations, product management to customer care. NetBase provides real-time, fast and accurate Social Media Analytics solutions that help businesses grow. The advanced Natural Language Processing (NLP) technology is uniquely capable of understanding and classifying complex language to ensure businesses are making decisions based on highly accurate data. NetBase provides deep insights into emotions, purchase behavior, and attitudes help you know what consumers are thinking and the language processing technology reads millions of social posts in 42 languages, giving you more meaning out of social. The NetBase…

Overview
Features

• Social Media Monitoring
• Audience Insights
• Instant Search
• Natural Language Processing
• Explore the NetBase Platform
• For Agencies

Price

Contact for Pricing

Bottom Line

NetBase provides deep insights into emotions, purchase behavior, and attitudes help you know what consumers are thinking and the language processing technology reads millions of social posts in 42 languages, giving you more meaning out of social.

8.9
Editor Rating
8.5
Aggregated User Rating
6 ratings
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NetBase

4

Confirmit Horizons

Confirmit Horizons is a flexible, multi-channel software platform for Customer Experience, Voice of the Employee, and Market Research programs. It provides you with a one-stop, feature-rich solution to gain maximum value and insight from all your feedback and research projects. With Confirmit Horizons, you are able to uncover richer insights, so you can make smarter decisions and execute faster reactions. Confirmit’s reporting is extremely flexible and can be customized, analyzed, and visualized in virtually any way you can imagine. It provides real-time insights regardless of the channels you use to gather feedback or research data.With Confirmit’s text and social analytics…

Overview
Features

• Reporting and analysis
• Survey design
• Data and feedback collection
• Alerts management
• Text analytics

Price

Contact for Pricing

Bottom Line

Confirmit’s range of mobile solutions enable you to capture insights in the moment, through a wide range of mobile devices, adding a new dimension to your feedback and research programs.

8.4
Editor Rating
8.9
Aggregated User Rating
5 ratings
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Confirmit Horizons

5

Pega

Pega Marketing is the next step in the evolution of the customer engagement platform. Integrating sophisticated customer analytics and business rules in real time, Pega constantly evaluates the context of each customer interaction and recommends the most relevant offer, content, channel and action to take. With Pega, users can build deeper connections with customers, moving beyond segmentation campaigns to a focus on customer experience management across all channels. Pega provides an always-on, digital customer brain. Pega Marketing lets the users deliver on the promise of personalized customer engagement. By analyzing streaming data, tracking patterns and triggering actions for the right…

Overview
Features

• Campaign design tools that let you easily design, build and execute strategy across coordinated campaigns.
• Next-best-action capabilities that anticipate customer needs in real time and suggest the right offer
• Simulation and testing tools that let you understand the potential impact of complex customer strategies
• Self-learning technology that lets you refine customer journey management strategies in real time
• Predictive analytics that let you accurately anticipate customer behavior.

Price

Contact for Pricing

Bottom Line

Pega's customer engagement platform is built on the ultra-fast and highly scalable Pega 7 platform, enabling you to maximize your technology investments and ensure the fastest time-to-value by easily integrating legacy marketing systems.

7.7
Editor Rating
8.7
Aggregated User Rating
2 ratings
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Pega

6

IBM Tealeaf Customer Experience

IBM Tealeaf Customer Experience on Cloud is a software as a service (SaaS)-based analytics solution for web and mobile applications. IBM Tealeaf Customer Experience can capture data for individual user sessions and determine what content is valuable without using tags. IBM Tealeaf Customer Experience lets users choose from ready-to-use reports and dashboards or customize them for their situation. And the IBM managed cloud environment lets you adjust bandwidth, computing power and storage to fit your changing business needs. IBM Tealeaf Customer Experience can help you understand and improve the overall customer experience by analyzing behavioral problems from large and…

Overview
Features

• Low upfront hardware and infrastructure costs.
•Managed software updates and patches for a smooth upgrade experience.
• Routine health checks and resource monitoring for optimal performance.
•Drill-down functionality to determine the root cause of customer struggle.
•Responsive charts and graphs that offer compatibility with mobile and touch-enabled devices.

Price

Contact for pricing

Bottom Line

IBM Tealeaf Customer Experience on Cloud includes numerous ready-to-use reports and dashboards and offers customizable reports and dashboards for more specific analytic needs.

8.3
Editor Rating
8.8
Aggregated User Rating
2 ratings
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IBM Tealeaf Customer Experience

7

Falcon Social

Falcon. IO features listen, engage, publish, build, measure and audience exclusive features. The feature termed as ‘listen’ plugs straight into trending discussions, social networks and online sites such as media outlets to proactively identify opportunities, influencers and jump on brand image issues. The Monitor brand perception feature is also a mandatory social media monitoring exercise that is connected to Listen, and channels to see what the world is saying about a certain topic. It also features the facility to track campaign performance which influences the impact of your online campaigns. It allows the comparison of Projects Overview pages. This feature…

Overview
Features

•Social Listening
•Customer Engagement
•Audience management
•Content marketing
•Digital marketing
•Social Media Management
•Marketing ROI

Price

•Contact for Pricing

Bottom Line

Falcon. IO features listen, engage, publish, build, measure and audience exclusive features. The feature termed as ‘listen’ plugs straight into trending discussions, social networks and online sites such as media outlets to proactively identify opportunities, influencers and jump on brand image issues.

8.1
Editor Rating
8.7
Aggregated User Rating
2 ratings
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Falcon Social

8

Avaya

Avaya is a global provider of business collaboration and communication solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. Avaya explores communications, conferencing, and infrastructure solutions that support real-time engagement by integrating voice, video, data, messaging, conferencing, mobility, and more. As Avaya puts businesses ahead in a world of mobility, apps, social, and cloud, business workforce becomes more seamlessly connected and productivity increases. Customer satisfaction rises and innovation thrives. And as business grow, one can count on unrivaled scalability and flexibility to support every location, from small branches to corporate headquarters.…

Overview
Features

•Omnichannel Assisted Experience
•Omnichannel Automated Experience
•Actionable Insights
•Communication and Messaging
•Platform and Infrastructure
•Video and Conferencing
•Software-Defined Networking
•Ethernet Switches
•Access Control
•Wireless Networks
•Network Management
•Partner and Service Provider Cloud Solutions

Price

Contact For Pricing

Bottom Line

Avaya provides the most complete portfolio of software and services for multi-touch contact center and unified communications offered on premises, in the cloud, or a hybrid.

8.1
Editor Rating
8.3
Aggregated User Rating
3 ratings
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Avaya

9

Medallia

Medallia is the Customer Experience Management company that is trusted by hundreds of the world’s leading brands. Medallia’s Software-as-a-Service application enables companies to capture customer feedback everywhere the customer is (including web, social, mobile, and contact center channels), understand it in real time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Medallia Ask Now integrates testing with customer experience management so that you can drive continuous improvement for your company. The tool enables companies to run simultaneous real-world tests on specific customer segments that are quick and easy to set up. Medallia allows users…

Overview
Features

•Customer Experience Management
•Customer Retention
•Net Promoter Score
•Survey Design
•Text Analytics
•Voice of the Customer
•CEM Software

Price

•Contact for Pricing

Bottom Line

Medallia allows users to easily and intuitively slice-and-dice all their information in real time. Every module features a configurable interface that allows the user to adjust everything from organizational scope to customer segment to time period.

7.9
Editor Rating
7.7
Aggregated User Rating
6 ratings
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Medallia

10

ResponseTek Listening Platform

The ResponseTek Listening Platform eliminates silos of information by integrating customer experience data and reporting throughout the entire organization to improve customer satisfaction.Cloud-based and configurable ResponseTek Listening Platform delivers world-class Voice of Customer programs at scale with 5 core modules: Listen, Learn, Act, Engage and Manage. ListenRT, capture the voice of your customer on any device, in any language, at every touchpoint. LearnRT identify where brand loyalty is gained or lost with powerful analysis and reporting tools, transforming feedback into insights. ActRT delivers performance management tools to understand how their services impact delivery of the brand promise, and integrated action…

Overview
Features

•Capture customer feedback moments after every transaction and link
•Visual presentation of analysed feedback, built-in analysis of trends and predictive analytics enables clearer, faster decision making
•Tie feedback and action to individual employees, managers and locations
•Two-way dialogue with every customer ensures every loop is closed,
•ResponseTek Balanced Services provides ultimate freedom and flexibility

Price

Contact for pricing

Bottom Line

Cloud-based and configurable ResponseTek Listening Platform delivers world-class Voice of Customer programs at scale with 5 core modules: Listen, Learn, Act, Engage and Manage.

9.2
Editor Rating
9.2
Aggregated User Rating
1 rating
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ResponseTek Listening Platform

11

Abzooba

Abzooba’s social media monitoring, analyses, and analytics platform uses sophisticated technologies such as Natural language processing, Domain specific ontologies and Machine learning based classification over Big Data to provide organizations with actionable intelligence and insights in real-time. Abzooba’s XPRESSOMeter is a real time social media monitoring application that uses the underlying capabilities of Automated Expression classification. XPRESSOInsights is Abzooba’s Social Media Analytics product built upon its “expression based classification” technology. The system provides insights into products, behavior, expression. Most Social Media monitoring and analyses solutions available in the market today simply cannot handle the volume of information (Big Data) and…

Overview
Features

• Data Preparation
• Insight Generation
• Data Visualization
• Statistical Modeling

Price

Contact for Pricing

Bottom Line

Abzooba’s XPRESSOMeter is a real time social media monitoring application that uses the underlying capabilities of Automated Expression classification.

XPRESSOInsights is Abzooba’s Social Media Analytics product built upon its “expression based classification” technology. The system provides insights into products, behavior, expression.

8.7
Editor Rating
8.4
Aggregated User Rating
5 ratings
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Abzooba

12

NGDATA Lily Enterprise

NGDATA Lily Enterprise gives you individualized customer intelligence to communicate with a completely customer-centric approach. You can deliver greater impact and results, build a data-aware organization by bringing analytics to a much larger set of users, and offer faster time to value. NGDATA’s Lily Enterprise is the customer experience management solution that finds insights and executes on them, bridging the gap between the worlds of data and business, enabling you to deliver timely, relevant, contextually-aware, and personalized offers and experiences that your customers embrace. Having Lily Customer DNA available in real-time enables you to use next-best-action and -offer recommendations, detect…

Overview
Features

•Increase your targeting precision and acquire new high value customers.
•Increase your cross-sell and up-sell rates through
•Improve customer satisfaction and increase efficiency
•Extend the customer lifetime of your valued customers
•Support partner programs or personalize the customer experience

Price

Contact for pricing

Bottom Line

NGDATA’s Lily Enterprise is the customer experience management solution that finds insights and executes on them, bridging the gap between the worlds of data and business, enabling you to deliver timely, relevant, contextually-aware, and personalized offers and experiences that your customers embrace.

9.3
Editor Rating
4.1
Aggregated User Rating
2 ratings
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NGDATA Lily Enterprise

13

Clarabridge

Clarabridge provides a SaaS (Software as a Service) solution for analyzing customer feedback data. This solution helps businesses understand the customer journey and is the foundation for customer experience management (CEM) programs. The Clarabridge intelligence platform takes in data from any source, including social media, web chat, call center recordings, agent notes, surveys, online reviews, and many others. The platform is a centralized hub for all of this customer feedback data, allowing users to analyze it to drive business decisions. Specifically, the technology performs sentiment analytics to detect emotion, context, and root causes, as well as predict future customer behaviors.…

Overview
Features

•Customer Engagement
•Natural Language Processing
•Omni-Channel
•Sentiment Analysis
•Social Listening
•Social Media Analytics

Price

•Contact for Pricing

Bottom Line

Clarabridge enables businesses to intelligently listen to, analyze, operationalize, and measure multi-source customer feedback through intelligent sentiment and text analytics. Insights extracted through Clarabridge enable organizations to create a universal understanding of their customers, partners, and employees and make actionable business decisions with measurable ROI and collaborate on those decisions both internally with stakeholders and externally with customers.

8.3
Editor Rating
6.0
Aggregated User Rating
9 ratings
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Clarabridge

14

Software AG Apama

Software AG Apama is a market-leading platform for streaming analytics and intelligent automated action. Combining one of the world’s streaming analyticsfastest Complex Event Processing (CEP) engines with tools for messaging, in-memory data management and data visualization, the Apama platform simplifies customer experience management by turning massive amounts of real-time big data into meaningful real-time metrics. Features of the Apama platform include real-time customer engagement capabilities for immediate and personalized marketing promotions and context-aware promotions based on real-time location and activity information.Customer service tools that enable instant identification and remediation of service level issues. Campaign management tools, including built-in campaigns and…

Overview
Features

•Design & visualize real-time analytics
•Connect to streaming & static data
•Analyze patterns & take action
•Rich analytics – filtering, correlation, aggregation and pattern detection with time and location constraints
•Predictive analytics support – accelerating the deployment of predictive analytics models
•Enrichment of streaming data with context data for deeper, richer analytics
•Business analyst tooling

Price

Contact for pricing

Bottom Line

Features of the Apama platform include real-time customer engagement capabilities for immediate and personalized marketing promotions and context-aware promotions based on real-time location and activity information.

8.9
Editor Rating
9.0
Aggregated User Rating
3 ratings
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Software AG Apama

15

VOZIQ

VOZIQ helps businesses leverage contact center customer interactions as a strategic data source for actionable intelligence about customer sentiment, intent and effort. These insights help contact centers address customer experience issues, predict and prevent customer churn, and significantly improve contact center efficiency. VOZIQ’s Text Analytics Solutions for Contact Centers leverage its cloud-based text analytics platform to capture customer interactions from agent notes and surveys, integrate them with customer data from CRM and billing systems, and deliver unified analytics about customer sentiments, issue types and root causes. Establish multiple listening posts throughout your contact centers and business units by integrating customer…

Overview
Features

• Unified customer intelligence
• Customer intelligence for contact centers
• Advanced journey analytics

Price

Contact for Pricing

Bottom Line

VOZIQ’s Text Analytics Solutions for Contact Centers leverage its cloud-based text analytics platform to capture customer interactions from agent notes and surveys, integrate them with customer data from CRM and billing systems, and deliver unified analytics about customer sentiments, issue types and root causes.

7.7
Editor Rating
8.3
Aggregated User Rating
3 ratings
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VOZIQ

16

SAS Customer Experience Management

Customer Experience Management Solutions from SAS includes SAS Intelligent Advertising for Publishers , SAS Marketing Automation ,SAS Marketing Optimization and SAS Real-Time Decision Manager. SAS Intelligent Advertising for Publishers Gain complete control over your online advertising and make ad server processes more efficient. SAS Marketing Automation Get more campaigns out the door in an automated, trackable and highly repeatable fashion. SAS Marketing Optimization Make the most of each customer contact by determining how business variables will affect outcomes. SAS Real-Time Decision Manager Deliver highly relevant, interactive offers based on automated analytical techniques. Creating consistent brand experiences across channels. While customers…

Overview
Features

•Creating consistent brand experiences across channels
•Integrating channel and brand experiences
•Consolidating data into a single view of the customer
•Create and maintain complete customer profiles

Price

Contact for pricing

Bottom Line

SAS Intelligent Advertising for Publishers Gain complete control over your online advertising and make ad server processes more efficient.

8.4
Editor Rating
8.8
Aggregated User Rating
1 rating
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SAS Customer Experience Management

17

Genesys

Genesys, is a Customer Experience Platform, that empowers companies to create exceptional omnichannel experiences, journeys and relationships.The Genesys CX Platform ensures that the experience you deliver aligns with the expectations of your customer - and is journey appropriate. By more effectively matching the workload and the required staffing levels for each customer journey, you can deliver consistent service levels over all touchpoints, channels and interactions throughout your call center or contact center and back office. Genesys features the integration of backend solutions and is involved in conducting a seamless business experience. It features Improved Customer Experience and allows better business…

Overview
Features

•Workforce Optimization
•Workforce Management
•Interaction Recording
•Speech & Text Analytics
•Quality Management
•Agent Coaching
•Skills Management
•Customer Survey
•Integration
•Routing
•Omnichannel Desktop
•Application Design
•Reporting & Analytics
•Management & Deployment

Price

•Editions: Free trial
•Premier package
•Business package
•Pricing is specific to the choice of the package

Bottom Line

Genesys, is a Customer Experience Platform, that empowers companies to create exceptional omnichannel experiences, journeys and relationships.

8.2
Editor Rating
8.6
Aggregated User Rating
2 ratings
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Genesys

18

Sparkcentral

Sparkcentral make it easy for your customers to reach you and provide them with amazing service regardless of the way they contact you. Sparkcentral aims to forge the future of customer experience by building innovative software applications that make companies incredibly efficient in engaging with individuals, maintaining one-on-one relationships and building mutual trust. Sparkcentral boasts a personalized feature that recognizes customers across social media and knows them across mobile. It also boasts a feature based on contextual significance of data that maintains a unified conversational history and responds appropriately. It also features several quick response tools. These tools implement a…

Overview
Features

•Integrate & Connect
•Authenticate Securely
•Unify Customer Information
•Proactive

Price

•Contact for Pricing

Bottom Line

Sparkcentral make it easy for your customers to reach you and provide them with amazing service regardless of the way they contact you.

8.2
Editor Rating
9.0
Aggregated User Rating
1 rating
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Sparkcentral

19

IBM Customer Experience Suite

IBM Customer Experience Suite delivers rich, engaging and personalized web experiences through multiple channels. This customer experience management software integrates social and mobile technologies with content and analytics to help you anticipate customer needs and build brand loyalty. Use customer experience management software tools to help you develop and manage dynamic content and rich media, and deliver them to a variety of channels. Create more targeted campaigns and dynamically adapt content and offers based on user actions and preferences.Make it easier for users to interact with your business and share ideas and opinions. Communicate throughout multiple channels such as mobile…

Overview
Features

•Create. Use customer experience management software tools
•Target. Create more targeted campaigns and dynamically adapt content
•Socialize. Make it easier for users to interact with your business and share ideas and opinions
•Integrate. Communicate throughout multiple channels such as mobile devices
•Optimize. Use customer experience management software analytics

Price

Contact for pricing

Bottom Line

IBM customer experience management software integrates social and mobile technologies with content and analytics to help you anticipate customer needs and build brand loyalty.

8.3
Editor Rating
8.4
Aggregated User Rating
1 rating
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IBM Customer Experience Suite

20

ResponseTek

The ResponseTek Listening Platform eliminates silos of information by integrating customer experience data and reporting throughout the entire organization to improve customer satisfaction.ResponseTek CEM software helps clients deliver exceptional experiences to customers with insights gathered from real-time customer feedback. Cloud-based and configurable to your business needs, it delivers world-class Voice of Customer programs at scale with 5 core modules: Listen, Learn, Act, Engage and Manage. Gather Customer Feedback - With ListenRT, capture the tone of voice of your customer on any device, in any language, each and every touchpoint. As experts at highly personal transactional surveys online, they give customers…

Overview
Features

•Trend Analysis
•Survey Management
•Text Analysis
•Analytics
•Dashboard
•Action Management
•Feedback Management

Bottom Line

The ResponseTek Listening Platform eliminates silos of information by integrating customer experience data and reporting throughout the entire organization to improve customer satisfaction.

8.1
Editor Rating
8.5
Aggregated User Rating
1 rating
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ResponseTek

21

SandSIV VOC HUB

SandSIV’s VOC Hub big-data technologies capture, analyse, integrate and measure omni-channel feedback from multiple sources and act in real time on customer insights. SandSIV collect feedback from any available source and survey your customers across multiple touch-points in an omni-channel, real-time environment. Embrace best-in-class sentiment analysis and advanced analytics to uncover and swiftly manage the issues that are affecting your customers and ultimately, your organisation. Act on customer insights by applying automated rules on alerts and triggers. Measure feedback in real-time with online, graphical dashboards and use slide & dice and drill-down functionality to easily understand and interpret customer feedback. SandSIV empowers its purchasers…

Overview
Features

•Superior Customer Intelligence
•Enhance Customer Experience
•Reduce Customer Churn
•Analyze
•Integrate
•Measure
•Improve

Bottom Line

SandSIV’s VOC Hub big-data technologies capture, analyse, integrate and measure omni-channel feedback from multiple sources and act in real time on customer insights.

8.2
Editor Rating
9.5
Aggregated User Rating
3 ratings
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SandSIV VOC HUB

22

Satmetrix

Satmetrix is a powerful yet cost-effective SaaS-based solutions drive customer retention, improve customer affinity and maximize positive word-of-mouth to deliver overall improvements in customer lifetime value. Satmetrix offers two product packages: NPX Standard and NPX Pro, built to reflect the latest thinking in customer experience management and to align with the updated NPS2 methodology. Provides Out-of-the-box reports are not only intuitive and visually stunning, but built for easy drilldown and exploration to uncover root causes of delight and disappointment for your most valuable customers.Built-in text analytics give you a clear view of what your customers are telling you in their…

Overview
Features

•Visualize Your Customer Data
•Gain New Insight with Text Analytics
•Integration Expands Your Reach
•Collaborate and Share to Drive Action
•Rescue At-Risk Customers
•Amplify Positive Word of Mouth
•Self-service That Puts You in the Driver’s Seat
•We Work Where You Work

Bottom Line

Satmetri powerful yet cost-effective SaaS-based solutions drive customer retention, improve customer affinity and maximize positive word-of-mouth to deliver overall improvements in customer lifetime value.

7.8
Editor Rating
8.7
Aggregated User Rating
1 rating
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Satmetrix

23

ClickSoftware

ClickSoftware is a popular solution for enterprise-level field service management companies. It works with field service businesses of all sizes and across verticals to help drive incremental and complete transformation in serving customers. ClickSoftware helps users in decision making, improving execution, and maximizing the potential of the workforce with the help of artificial intelligence and mathematical optimization. It’s a solution for enterprise-level field service management companies in nearly any industry. ClickSoftware covers businesses of all sizes and types. Regardless of the size or scale of your business, ClickSoftware enables its customers to improve the allocation of both human and tangible…

Overview
Features

• Resource capacity planning
• Shift planning & management
• Job forecasting
• Mobile functionality
• Scheduling and dispatch
• Work force mobility
• Service analytics
• Customer experience
• Contractor management

Price

Contact for Pricing

Bottom Line

ClickSoftware is a popular solution that helps enterprise-level field service management companies in decision making, improving execution, and maximizing the potential of the workforce by using artificial intelligence and mathematical optimization.

7.5
Editor Rating
3.7
Aggregated User Rating
2 ratings
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ClickSoftware

24

Oracle CX Platform

The Oracle CX platform is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools, such as configure, price quote tools. The CX cloud suite strategy has been to provide the most complete, broadest and deepest footprint to support a customer organization in delivering an end to end customer experience. Oracle CX Cloud apps are architected into an integrated platform that your customers can adopt in full or adopt in modular fashion. The Oracle CX platform helps you see more consistent service to your high value customers. The platform provides a set of prepackaged,…

Overview
Features

• Marketing cloud
• Sales Cloud
• Service Cloud
• CPQ Cloud (Configure, price, and quote)
• Commerce cloud
• Loyalty cloud
• Engagement cloud
• Customer data management cloud
• Sales performance management cloud
• Social cloud
• CX cloud for midsize

Price

Contact for Pricing

Bottom Line

The Oracle CX platform is a suite of cloud-based tools that help your business provide a consistent service to your customers.

7.5
Editor Rating
5.0
Aggregated User Rating
4 ratings
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Oracle CX Platform

25

SynGro

SynGro is a leading Customer Experience technology company. SynGro is a customer intelligence platform that consolidates Omni-channel customer data for self-service reporting, analytics, and action driving. It enables business professionals to grow customer retention rates and increase lifetime value. SynGro provides next generation Customer Experience reporting software to empower enterprises with the customer insight they need to drive profitable action and manage operational performance. SynGro’s clients are capable to collect and act on customer insight from more than 80 countries and in 30 different languages. SynGro enables business professionals to create business reports and dashboards from Omni channel customer information.…

Overview
Features

•Eliminate customer information data silos
•Integrate CX data with other organisational data
•Business users customise their own reports
•Drive action and manage performance

Price

•Contact for pricing

Bottom Line

SynGro Eye is a customer intelligence platform that consolidates omni-channel customer data for self-service reporting, analytics, and action driving to increase customer retention rates and lifetime value.

7.8
Editor Rating
7.8
Aggregated User Rating
1 rating
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SynGro

26

Genex

Genex insights is an integrated market research company that understands technology and research. It offers real research, value in real time. Genex insights are market research professionals who specialize in customer experience management, CX software, employee surveys and research technology. Genex insights brings together the right people and technology to help you gain valuable research into your industry, customers and stakeholders. Genex insights offers market research, customer experience management & CX software and stakeholder research. Market research helps your business develop better products and services. In addition, it helps you gain a more accurate and deeper understanding of the kind…

Overview
Features

• Market research
• Customer experience Management and CX software
• Stakeholder research

Price

Contact for Pricing

Bottom Line

Genex insights is a company that offers customer experience management & CX software that will help you to understand your customers better.

7.6
Editor Rating
8.0
Aggregated User Rating
2 ratings
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Genex

27

OpenText Experience Suite

OpenText Enterprise Information Management solutions are a group of content management software that is used to manage content or unstructured data for large companies. OpenText simply helps you to manage the flow of information, on-premises or in the cloud. OpenText enables you to build your business in the digital age while having a critical insight on each and every aspect in your business. OpenText creates exceptional customer and employee experience through the Customer Experience Management system. Employees in your business will serve your customers in the required way through customer communications management and workforce optimization. The content experience management also…

Overview
Features

• Customer experience management
• Business process management
• Business network
• Enterprise content management
• Discovery
• Analytics

Price

• Personal – free
• Team - $5/user/month
• Business - $10/user/month
• Enterprise - $30/user/month

Bottom Line

OpenText Enterprise Information Management solutions are a group of content management software that is used to manage content or unstructured data for large companies

7.5
Editor Rating
7.9
Aggregated User Rating
1 rating
You have rated this

OpenText Experience Suite

28

KPMG Nunwood

KPMG Nunwood helps clients rapidly improve, using best-in-class customer experience measurement, voice of the customer and NPS programmes. Powered by Fizz technology, we manage real-time feedback, pinpoint focus and co-ordinate action.Nunwood are specialists in feedback technology, journey mapping, customer experience measurement, NPS programmes and voice of the customer. Nunwood uses Fizz technology in their feedback system. This makes Nunwood to manage real time feedback, co-ordinate action and pinpoint focus. Nunwood goal is creating and planning joined up customer experience strategies by prioritizing investments and accelerating change. Nunwood plans joined up customer experience strategy by first having the customer experience vision.…

Overview
Features

• Customer experience strategy
• Experience design and journey mapping
• Strategic insight and investment analytics
• NPS, measurement and voice of the customer
• Voice of the customer software

Price

Contact for Pricing

Bottom Line

Nunwood are specialists in feedback technology, journey mapping, customer experience measurement, NPS programmes and voice of the customer. Nunwood uses Fizz technology in their feedback system. This makes Nunwood to manage real time feedback, co-ordinate action and pinpoint focus.

7.5
Editor Rating
8.2
Aggregated User Rating
1 rating
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KPMG Nunwood

29

Tenfold

Tenfold is an essential sales performance application for business workflow. This is through better relationship tracking, outbound calling and follow up task creation. Tenfold digs in your business and aggregates all data into a universal data layer that users can access in real time. Tenfold enables you to make quick responses and decisive actions to ensure customer satisfaction by allowing you to easily access unified view of previous communications, actions and engagements whenever you interact with a customer. With Tenfold agent-customer conversations are improved this is due to its integration with leading CRM platforms and phone systems. Tenfold is automated…

Overview
Features

• Emails
• Floating UI
• Notes
• Calls
• Task follow-up
• Call History
• Gamification
• Click to dial
• Graphs

Price

Contact for Pricing

Bottom Line

Tenfold provides automatic capture of customer interaction data in real-time with minimal change to end user behaviors as well as the flexibility to add/change systems without hidden costs or service fees.

7.6
Editor Rating
6.6
Aggregated User Rating
2 ratings
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Tenfold

30

Semeon Analytics

Semeon is an AI powered SAAS platform enabling unparalleled precision to extract full ideas, sentiment and intent. Remove customer perspective siloes by crossing together public data (social media, blogs, forums, news) and private data (surveys, emails, call center, CRM). Semeon is a text analytics platform specializing in VOC data. We tell you what your customers think and want in real-time, so you can improve their CX. Semeon leverages Customer Intelligence (VOC) to better CX. Why? Because companies today are forced to shift from being Product Centric to become Customer Centric. Its hard, because there is too much data and data…

Overview
Features

• Text Analytics
• VOC (Voice of the Customer)
•Customer Experience Management (CX)
• Natural Language Processing (NLP)
• Machine Learning
• Visualizations: Dashboards, Multiple Export Formats, API
•3rd Party Integration: Tableau, PowerBI, etc.
•Semantic Analysis
•Intent Analysis
•Social Media Analytics

Price

Contact for pricing

Bottom Line

Semeon delivers Customer Intelligence through actionable insights in real-time from private and public data, without requiring a dedicated team or countless hours to get results. This knowledge empowers teams to be as responsive and effective as possible, delivering an exceptional Customer Experience (CX). Get in sync with the pulse of your customers in real time.

7.6
Editor Rating
9.5
Aggregated User Rating
6 ratings
You have rated this

Semeon Analytics

You may like to read: How to Select the Best Customer Experience Management Software for Your Business

1 Reviews
  • April 18, 2018 at 12:55 am

    ADDITIONAL INFORMATION
    I would recommend taking a look at CloudCherry. It’s a fantastic Enterprise-class Customer Experience Management platform. Fully-features, great customer service and a great price. I love their journey-based approach!

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imanuel