What is Customer Experience Software?

Customer experience software is a collection of contact center applications that enable organizations to provide, manage, and improve end-to-end customer service experiences. In today's experience economy, using industry-leading customer experience software can give brands the competitive edge they need to be successful.

The contact center can have a substantial impact on a customer's overall impression of a brand. Providing fast, convenient, and accurate resolutions for someone who needs help can create a customer for life. On the other hand, a couple of poor customer service experiences can send a customer running for the door.

That is why using modern customer experience software is so important - it empowers brands to deliver the types of loyalty-building customer service experiences customers expect.

What are typical capabilities of contact center customer experience software?

Customer experience software solutions in the contact center not only enhance the customer experience, but they also empower organizations to streamline operations, better control costs, and improve the agent experience. These benefits are provided by the following capabilities.

• Omnichannel journey orchestration: This capability gives customers seamless experiences as they move across support channels. Applications in this solution set include integrated voice and digital channels, automatic contact distributors (ACDs), and predictive outbound dialers.

• Digital self-service: Today's contact centers can empower customers to help themselves with self-service solutions such as conversational interactive voice response (IVR) systems, smart knowledge-bases, and AI-powered virtual agents.

• Workforce engagement management (WEM): WEM solutions allow contact centers to get the most from their agents with applications like workforce management, performance management, and quality management.

• Analytics: Analysis tools - such as interaction analytics, reporting and BI, and feedback management - provide the insights contact center leaders need to understand customer sentiment and preferences, enhance CX, and drive more efficiency and higher quality throughout their operations.

• Automation: The best customer experience software suites include automation tools, such as robotic process automation, that supplement the labor force and make agents more effective and efficient.