Alterna CX
Alterna CX is a leading CX software vendor, recognized globally by Gartner, offering AI-based solutions that analyze complex customer experience signals from various sources to deliver swift ROI and actionable insights.
Services
Alterna CX offers AI-based solutions designed to simplify and analyze complex customer experience (CX) signals from a variety of sources, including surveys, texts, complaints, social conversations, and other interactions. The platform provides emotion analytics and trends that go beyond traditional sentiment analysis and delivers a unique metric called oCX (Observational Experience). In addition, it supports both Voice of Customer and Voice of Employee programs.
AI-Powered Solutions
Alterna CX's AI-powered solutions deliver tangible ROI swiftly without requiring involvement from technical teams. Using machine learning-based text analytics models that are industry-specific and pre-trained, the platform integrates with over 85 review websites and 150 powerful apps to analyze customer feedback and automate business workflows. Predictive analytics models provided by Alterna CX can simulate future Net Promoter Score (NPS) results with 80% accuracy, helping businesses make data-driven decisions.
Voice of Customer Insights
Alterna CX uses 85+ ready data sources to provide unified Voice of Customer insights. The platform can capture and continuously collect experience data from multiple sources, including surveys, reviews, and websites. This enables real-time analysis of customer signals in over 100 languages, facilitating a comprehensive understanding of customer feedback across diverse platforms.
Security Measures
Alterna CX ensures enterprise-grade security, including data protection at every layer and access controls across its platform. These security measures are designed to protect sensitive information and maintain the integrity of customer and business data throughout the analysis process.
Customer Success and Integrations
Alterna CX's platform supports integrations with tools like Salesforce, Zendesk, Slack, and Microsoft Teams. This connectivity helps companies streamline their workflows and enhance customer service. Customers of Alterna CX, including leading enterprises from various industries, have reported significant improvements, such as a 20% decrease in complaints and an 18-point increase in NPS. Role-based dashboards allow for customized, self-service reporting, enabling different stakeholders to access relevant insights effectively.