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 16

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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 Hospitality
UH
Mid-Market(51-1000 emp.)
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Review source: G2 invite
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

This product is easy to use and gives you your data in a clear and concise way. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Sometimes it is hard to discern between real data and fake data. Review collected by and hosted on G2.com.

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

ability to find our target audience Review collected by and hosted on G2.com.

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Verified User in Logistics and Supply Chain
UL
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?

The mobile app. Being able to track on the go is definitely a plus Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

System lag. Items that are deleted appears in the refresh for social media listening Review collected by and hosted on G2.com.

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

Identifying negative sentiments and unhappy customers sooner helps to prevent issues from exploding into something uncontrollable 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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What do you like best about Qualtrics CX for Contact Centers?

I like that it brings all the social media accounts in one place, makes managing my accounts so much easier, and i never miss any mention. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

My main dislike is the fact that we cant schedule instagram posts. Review collected by and hosted on G2.com.

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

Managing multiple accounts, and being able to get reports easily 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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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

CX Social is ececrlkent for monitoring sentiment across a high level of incoming messages from muliptople pages across different social platforms. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

If trying to respond to all messages and the incoming is high, it can be slow retrieving all incoming messages. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Take advantage of the social listening features. Review collected by and hosted on G2.com.

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

CX social allows you to monitor user engagement across different social platforms for a large number of profiles. Furthermore, it incorporates some really useful social listening benefits, essential for knowing what people say about your brand. Review collected by and hosted on G2.com.

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Muneer A.
MA
Assistant Social Media Specialist
Telecommunications
Enterprise(> 1000 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 insights helped us change a lot of internal processes in the organization. It's definitely an effective tool . Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

None. It's in a phase of development now Review collected by and hosted on G2.com.

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

Choice of content is monitored based on engagement. We can monitors consumer behavior in details if required. Review collected by and hosted on G2.com.

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Mariam a.
MA
Senior Community Manager
Internet
Mid-Market(51-1000 emp.)
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What do you like best about Qualtrics CX for Contact Centers?

I like how it collects all the inquiries in one please, how I can schedule content & share dashboards. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

I don't like the error that happens every now & then, but you always find a way to fix it Review collected by and hosted on G2.com.

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

What I mentioned above Review collected by and hosted on G2.com.

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Verified User in Government Administration
AG
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?

CX Social is a user friendly platform for planning posts, monitoring channels and following up conversations. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

It's not possible to post videos. When posting links, there are often issues with changing the preview. Review collected by and hosted on G2.com.

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

Conversation management (extra communication channel), brand monitoring, spreading information. 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?

All the Social Media comments come through in only one platform Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

loosing the thread control: all the comments separate and are not grouped by thread. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Very good platform for monitor all the Social Media comments. Review collected by and hosted on G2.com.

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

Tracking any action from the community managers Review collected by and hosted on G2.com.

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Verified User in Airlines/Aviation
IA
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?

Sentiment Analysis is my favorite feature. Also, I like comparative analytics feature that I can compare my company's statistics with other competitors'. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Their support is extremely limited. Also, I was not able to build advanced reporting due to technical limitation of CX social. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Please be mindful that Reporting is not as good as what I initially thought :( Review collected by and hosted on G2.com.

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

I was able to understand our customers on social media better and able to engage them . Review collected by and hosted on G2.com.

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Verified User in Retail
UR
Enterprise(> 1000 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?

I enjoy how easy it to use and navigate. It is organized in a way that makes even those who do not use social media often can still easily figure out what they need to do. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Wish the tags for canned responses worked in a way that you could put multiple keywords to get the specific response you are looking for. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Upgrading canned responses so you can search to use multiple tags. Review collected by and hosted on G2.com.

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

Customer service issues Review collected by and hosted on G2.com.

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