Qualtrics CX for Contact Centers
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Qualtrics CX for Contact Centers
By Qualtrics
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4.1 out of 5 stars
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Qualtrics CX for Contact Centers Reviews & Product Details - Page 13

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Qualtrics CX for Contact Centers Overview

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What is Qualtrics CX for Contact Centers?

Qualtrics Frontline Care is the contact center experience management product that enables organizations to understand customers like never before with AI-powered automation and omnichannel analytics — all on one platform. Engage customers directly to ask about their experience, and discover signals including intent, effort, emotion, and outcome through AI-powered conversational analytics. Leverage these insights alongside omnichannel analytics to respond to customers in the right ways every time and keep every customer happy, all while reducing the cost to serve. AI powered agent assistance improves agent effectiveness by automating time-consuming manual processes, freeing agents up to fix customer issues. The Qualtrics Frontline Care platform creates personalized coaching plans based on customer feedback and quality data so you can drive continuous improvement across the frontline. By giving agents the coaching, tools and the time to deliver world-class CX, satisfaction rises, efficiency increases, and loyalty lasts longer.

Qualtrics CX for Contact Centers Details
Discussions
Qualtrics CX for Contact Centers Community
Languages Supported
Arabic, Bengali, Bulgarian, Catalan, Czech, Welsh, Danish, German, Greek, English, Estonian, Basque, Persian, Finnish, French, Irish, Gujarati, Hebrew, Hindi, Croatian, Hungarian, Armenian, Indonesian, Icelandic, Italian, Japanese, Georgian, Central Khmer, Korean, Latin, Latvian, Lithuanian, Malayalam, Marathi, Macedonian, Mongolian, Malay, Nepali, Dutch, Norwegian, Punjabi, Polish, Portuguese, Quechua, Romanian, Russian, Slovak, Slovenian, Spanish, Albanian, Serbian, Swahili, Swedish, Tamil, Tatar, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, Chinese (Simplified), Chinese (Traditional), Tibetan, Fijian, Maltese, Maori, Samoan, Tonga (Tonga Islands), Xhosa
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Product Description

Qualtrics Contact Center XM enables organizations to understand customers like never before with the power of direct feedback and conversational analytics — all on one platform

How do you position yourself against your competitors?

Qualtrics’ Frontline Care product is the only solution that provides companies with the ability to engage effectively with their customers, resolve issues and questions and track the conversations across digital channels. Qualtrics’ best-in-class text analytics engine enables the world’s leading brands to implement an omni-channel customer strategy, keep track of every customer conversation and make operational decisions to provide the best customer experience at all times.

Seller Details
Seller
Qualtrics
Year Founded
2002
HQ Location
Provo, UT
Twitter
@Qualtrics
42,757 Twitter followers
LinkedIn® Page
www.linkedin.com
5,499 employees on LinkedIn®
Ownership
NASDAQ: XM
Phone
800-340-9194
Description

Qualtrics provides experience management software that helps businesses capture customer, employee, product, and brand insights to improve decision-making and customer satisfaction.

Candace C.
CC
Overview Provided by:
Candace Cross
Account Executive

Recent Qualtrics CX for Contact Centers Reviews

Verified User
U
Verified UserEnterprise (> 1000 emp.)
5.0 out of 5
"Great tool for survey tracking"
Qualtrics has made our process of tracking employee surveys very easy and helps keep employee data secure.
Read more
Verified User
A
Verified UserMid-Market (51-1000 emp.)
4.5 out of 5
"CX Social makes the social listening easier to not miss anything! "
It is an incredible tool that collects all the comments on one screen. There are plenty of options to organize all the conversations: smart folders...
Read more
Verified User
A
Verified UserMid-Market (51-1000 emp.)
5.0 out of 5
"It's an Awesome App"
The resolve of the conversations. and fast interactions
Read more

Qualtrics CX for Contact Centers Pricing

Frontline Care (CX for Contact Centers)
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Qualtrics CX for Contact Centers Media

Qualtrics CX for Contact Centers Demo - Omnichannel customer analytics software
Our omnichannel analytics engine pores over every call, mention, post, chat, text, and email to understand the root cause of customer friction (or delight) and deliver real-time insights to every team in the organization.
Qualtrics CX for Contact Centers Demo - Call Scoring
Move beyond spotty and subjective quality assurance. Qualtrics AI-powered quality management solution scores every interaction in real time so you know how every agent is doing, and know every lever to pull to improve the experience for your customers while reducing operational costs.
Qualtrics CX for Contact Centers Demo - Artificial Intelligence + Automation Example
Artificial intelligence and automations reduce the burden of tedious, manual processes like after call work, so your agents can stay focused on your customers.
Qualtrics CX for Contact Centers Demo - AI agent assist
Turn AI into an agent’s best friend with our industry-leading natural language understanding and machine learning capabilities.
Qualtrics CX for Contact Centers Demo - Agent Quality Management
With personalized dashboards for agents and managers, Qualtrics curates tailored coaching recommendations and surfaces the traits and behaviors behind your best agents, so you can raise everyone’s game.
Qualtrics CX for Contact Centers Demo - Insights Dashboard
Contact center insights both at the manager and team level, including call stats, topics of interactions, and sentiment analysis.
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Have you used Qualtrics CX for Contact Centers before?
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187 Qualtrics CX for Contact Centers Reviews

4.1 out of 5
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187 Qualtrics CX for Contact Centers Reviews
4.1 out of 5
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Qualtrics CX for Contact Centers Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for Qualtrics CX for Contact CentersQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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Verified User in Marketing and Advertising
UM
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

I like how easy it is to tag other users Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

I'm not a fan of the measurement system. Review collected by and hosted on G2.com.

What problems is Qualtrics CX for Contact Centers solving and how is that benefiting you?

I don't think the analytics are very strong with this system as not everything funnels in and it reports on things in ways that don't align with other systems. For example, the way average response time is measured and featured is poor. Review collected by and hosted on G2.com.

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Verified User in Marketing and Advertising
AM
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

Analytics and customization of dashboard Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

It can be difficult to figure out which widget serves you the right data. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Can be difficult working with trainers/support team based outside of the U.S due to a longer wait time and time changes. Review collected by and hosted on G2.com.

What problems is Qualtrics CX for Contact Centers solving and how is that benefiting you?

CS response time. It has given us the capability to organize our workflow and therefore respond more quickly and efficiently. Review collected by and hosted on G2.com.

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Verified User in Internet
II
Enterprise(> 1000 emp.)
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Review source: G2 invite on behalf of seller
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What do you like best about Qualtrics CX for Contact Centers?

The interface is fantastic. Charts, images, and other visuals are top notch and are much easier to compile than other interfaces I've used in the past. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

I ran into some issues in setup where some channel connections were not available. The support team, however, was more than willing to help solve the issue. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

A trial is definitely worth your time and effort to see if it fits your needs. Review collected by and hosted on G2.com.

What problems is Qualtrics CX for Contact Centers solving and how is that benefiting you?

We use CX Social to effectively identify contact areas and then solve problems, reduce contacts, and reach out to customers where needed. Review collected by and hosted on G2.com.

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Abduljabar T.
AT
Customer Success Manager
Computer & Network Security
Small-Business(50 or fewer emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

the inbox gives me the best experience in the community side and the setting it's very effective Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

there is some report missing in Twitter, Instagram, and youtube... I hope if I want to submit with CX to find all my report in one place to analyze more and more. Review collected by and hosted on G2.com.

What problems is Qualtrics CX for Contact Centers solving and how is that benefiting you?

Certainly! the community Review collected by and hosted on G2.com.

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Verified User in Outsourcing/Offshoring
AO
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

The organization/layout of the interface Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

The price/contract details. There's also some random bugs that never get fixed because they can't reproduce, but the bugs reappear. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Take advantage of all the features it offers, to get your money's worth! Review collected by and hosted on G2.com.

What problems is Qualtrics CX for Contact Centers solving and how is that benefiting you?

We provide outsourced customer support. We use CX Social for our clients that we provide social media support for. We're able to easily organize the tool for our clients, customize it to their particular needs, and it's easy to use for our agents who work with multiple tools. Review collected by and hosted on G2.com.

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Verified User in Insurance
AI
Enterprise(> 1000 emp.)
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Verified Current User
Review source: Organic
What do you like best about Qualtrics CX for Contact Centers?

First and foremost: the platform itself is brilliant, its extremely user friendly and flexible.I use both CX Studio and Designer.

Designer, where all the coding and rules sit is a little more complicated but with a little time getting to know they system I found myself whizzing around it in next to no time.

When they released CX Studio I was over the moon, it's very very good at data visualization. Having the ability to share dashboards, have them update automatically and scheduled exports is fantastic and takes away the need to email your findings to stakeholders.

I find it particularly useful when testing a hypothesis, looking back historically at changes and what is happening real time.

Clarabridge are excellent listeners and are always keen to hear suggestions for improvements and completely new ideas that you really do think are long shot. They have a great knack of providing updates you didn't even know you needed which is always a very pleasant suprise. They are constantly looking to improve what is already a very good platform. I have had a sneak peak at some of the new features for the winter release and i'm very excited for it to land.

The support team are great, they always respond quicker than I expect, their level of knowledge is exceptional. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

I'm not sure there is anything. I'm yet to come across anything I cannot do. When I have needed to utilise the support team things have been addressed in a very timely manner. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Ensure you get involved in the initial model build. The person involved must have a good understanding of what customers talk about and in what context. This will save additional work fine tuning the original model. I wish I'd been involved at the beginning. However, it is flexible and easy enough to do the additional work yourself (I did ours) Review collected by and hosted on G2.com.

What problems is Qualtrics CX for Contact Centers solving and how is that benefiting you?

We are able to highlight real time changes in what customers are talking about when they have been in touch with our customer contact center. We can look back at changes and highlight why results have changed and dig into exactly what is driving it and propose recommendations. We are currently looking to expand the data we input from only survey data to wider sources, such as Live chat transcriptions, complaints data and agent file notes. It's an exciting time and we look forward to seeing the out puts. We envisage it highlighting actual route cause from an internal perspective which then lead to customer dissatisfaction. Review collected by and hosted on G2.com.

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Amanda K.
AK
Marketing Coordinator
Consumer Goods
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

All social platforms under one account making it easy to reply and keep up with all of our social platforms. It also help us see things we may have missed using each app individually. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Sometimes the filters do not work. We are trying to save time to sort through posts. Words that we indicated to not be included were still included, along with selected languages. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Worth it Review collected by and hosted on G2.com.

What problems is Qualtrics CX for Contact Centers solving and how is that benefiting you?

Getting all of our social media platforms into one place. It always use to be more time efficient Review collected by and hosted on G2.com.

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Verified User in Hospitality
UH
Enterprise(> 1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

Inbox functionality, tagging options - contact tags and mention tags plus automated tagging Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Having to remember to track a stream before getting insights and otherwise not having the data retrospectively Review collected by and hosted on G2.com.

What problems is Qualtrics CX for Contact Centers solving and how is that benefiting you?

Being able to Surprise & Delight by proactively monitoring mentions of our business. We’re also able to track response time & see user reports to drive our customer care agents to improve themselves + know what to train them on. We’re able to monitor all social platforms in one tool which saves time. Review collected by and hosted on G2.com.

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Verified User in Newspapers
UN
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

It's an incredibly powerful tool with a compelling mandate - to synthesize and create Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Requires a lot of admin time for set-up, onboarding, and maintenance Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

clear scope of work, clear models Review collected by and hosted on G2.com.

What problems is Qualtrics CX for Contact Centers solving and how is that benefiting you?

Understanding sentiment, text analytics for bubbling up themes Review collected by and hosted on G2.com.

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Karim S.
KS
Digital Marketing Executive
Luxury Goods & Jewelry
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

Team is very supportive and always available and the solution is very hellfukl Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

That the platform can't schedule posts on Instagram Review collected by and hosted on G2.com.

What problems is Qualtrics CX for Contact Centers solving and how is that benefiting you?

Efficient reporting services and easy to use by the customer service team Review collected by and hosted on G2.com.

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