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 14

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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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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 E-Learning
EE
Small-Business(50 or fewer emp.)
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Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

Social media analytics and ability to key in with specific features of our service that clients want Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

slightly difficult to implement, our social media director had difficulty understanding the installation requirements Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

work closely with a consultant if needed, our team did not have the expertise to fully utlitize the features with this product Review collected by and hosted on G2.com.

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

intelligent tracking of client/customer perception of our service Review collected by and hosted on G2.com.

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Verified User in Internet
UI
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?

I like how you are able to group conversations together in a separate folder and able to bulk close the messages. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

I dislike being unable to attached pictures through engagor. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

You won't regret using this application. It has great support if you have inquiries or issues Review collected by and hosted on G2.com.

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

Slow response rate: Faster management for customer inquiries and view

Unattended Messages from other social media accounts: being able to view all the social accounts in one go Review collected by and hosted on G2.com.

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Mike G.
MG
Sr. Specialist, Reporting & Analytics, Consumer Relations
Government Administration
Enterprise(> 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?

The look of the Dashboards. Options for downloading to Excel. That works well Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Understanding how the metrics work. Some aspects of creating new dashboards are not as user friendly as I would like. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

It really depends on your needs, but use your help on CX Social and they will be there to direct you. Review collected by and hosted on G2.com.

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

Responding to questions from Marketing on what is happening in the world of Social Media regarding new product introductions. Review collected by and hosted on G2.com.

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Response from Daniel Martins CM(SA) of Qualtrics CX for Contact Centers
Editedit

Hey there, Mike! Thanks for your honest feedback. We'll have a CSM reach out to you so that we can explore the types of metrics you need, along with the easiest ways you can set up dashboards moving forward. Talk soon!

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Jenny M.
JM
Communications Manager
Food & Beverages
Enterprise(> 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?

The alerts that we’re emailed in order for us to be aware of an escalating issues Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

That we’re unable to upload video content through CX Social to our brand pages Review collected by and hosted on G2.com.

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

Posting to hundreds of pages, social listening for press office, efficient reports Review collected by and hosted on G2.com.

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Verified User in Consumer Electronics
AC
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 flexibility of the platform! its very easy to edit to meet specific company needs. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

The mobile app needs some work, however they respond quickly to reported bugs and have already implemented some of our feature requests. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Great team, great support staff and a robust roadmap! Review collected by and hosted on G2.com.

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

Centralisation of social media customer support, deep social insights on specific products, competitors and social issues. Review collected by and hosted on G2.com.

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Zeina M.
ZM
Call Center & Social media Quality Analyst
Telecommunications
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?

it is easy to use and report the interactions per user Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

I wish if it is doable to have a space to insert an assessment form for the users Review collected by and hosted on G2.com.

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

NA Review collected by and hosted on G2.com.

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Leslie S.
LS
Product Integrity Manager
Consumer Goods
Enterprise(> 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?

CX Studio is a great dashboard tool. Easy to learn, very powerful, and the continuous upgrades make it more powerful. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

character limitations in the Topic set-ups are preventing us from implementing a crucial alert process! We are still waiting on CB for a solution, as previous working sessions didn't resolve the issues (working with Maria). Review collected by and hosted on G2.com.

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

new product reviews, reformed product comparisons, watching what current topics are trending Review collected by and hosted on G2.com.

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Devin C.
DC
Social Media and Community Manager
Computer Hardware
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?

Tags, Custom Folders, Analytics, Customer Service Opportunities Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Client does not keep up with Twitter API changes fast enough. Review collected by and hosted on G2.com.

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

Fast social media replies with customers, social data analytics, one-on-one support Review collected by and hosted on G2.com.

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Verified User in Airlines/Aviation
UA
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?

easy access to all our social media accounts Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

I guess all systems breakdown - when this does, we have to work directly on each and every social media website - this takes longer and this makes it difficult to track who and whether a post has been attended to. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

I prefer using it Review collected by and hosted on G2.com.

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

monitoring how our passengers are responding to our services. Review collected by and hosted on G2.com.

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Lindsay L.
LL
Customer Support Supervisor
Internet
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

The usability and data we collect in an organized manner. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Training and set up was not as streamlined as we hoped. Review collected by and hosted on G2.com.

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

Possible trending issues Review collected by and hosted on G2.com.

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