How CxEngage Works
CxEngage In Action
CxEngage comes pre-integrated with many enterprise applications - some you likely already use today. For any custom applications, we provide a range of options to make integration simple. Contact one of our product specialists to learn more.
The Business Value
Research shows that one in three customers gave up, or bought the same product from a competitor, after a negative customer experience. This is the world of the smart and empowered consumer.
Positive customer experiences create word-of-mouth referrals and are shown to be 2.5x more effective than traditional advertising.
Leading analysts have reported that brand advocates spend 15% more than non-advocates, and are less likely to switch to a competitor.
A consistent experience ensures customers move from being satisfied to loyal, and then from loyal to being brand advocates.
Customer loyalty is not only on the quality of customer service but also the quality of the network. Each call, download, or movie purchase is a customer journey, and its outcome, positive or negative influences continued loyalty.
CxEngage gives service providers real-time insights on each customer journey, and an opportunity to engage.
The adoption of internet and mobile platforms have made interacting with their bank convenient for customers and has reduced in-branch transactions by an average of 5% annually.
As customers adopt self-service channels, CxEngage provides banks the ability to monitor each customer journey with same level of care as in-branch delivery.
CxEngage allows brick & mortar retailers to provide a personalized and rich in-store experience, leveraging the insights from previous online experiences.
Continued turbulence in the travel industry where providers must continually balance need to optimize costs and optimize yields while enhancing the customer experience.
CxEngage gives providers the ability to offer a frictionless traveler experience, and when required to proactively engage in an economical way.
We designed the CxEngage interface in a very RESTful way so that consumption is simple, straightforward, and secure. This standards-based approach allows CxEngage to connect with any application or system that supports a REST API, and allows your IT team to connect these systems quickly and easily.
Events may not contain all of the required information to match a pattern. For example, it’s possible that the customer segment could be missing in the event information collected from the mobile application. The Augment Service retrieves this missing information and adds it to the event.
Is responsible for matching customer journeys to your patterns from the events collected. Designed with enterprise toughness for high performance, scalability, and redundancy, the CxEngage Watch Service operates exclusively in memory removing the latency & expense often found in other ‘big-data’ solutions.
Business users create and manage patterns, and define engagement strategies. Technical users are provided a single interface to configure services, monitor the platform, and add additional nodes when more processing capacity is required. An HTML5 application makes CxEngage accessible on virtually any device: mobile, tablet or desktop.
Once a pattern is matched, the Notification Service initiates a request to engage with the customer, an internal employee or to make a log. It can make a request to any existing enterprise systems including call centers, email, CRM systems, and others.
CxWatch is the real-time dashboard providing users with a view of events, patterns and actions taken. All events collected that lead to an action are recorded for complete historical reporting.