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 17

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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
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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
AM
Small-Business(50 or fewer emp.)
More Options
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?

Q/A part, Artifical Intelligance , ways to Influence fllowers Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Long discussions about easy topics, NLP Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

We fully recommend! Review collected by and hosted on G2.com.

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

Facebook community management. Many menu tools & shotcuts that I didnt use before will com in handy 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
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
What do you like best about Qualtrics CX for Contact Centers?

The resolve of the conversations. and fast interactions Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

the laggy interface. and slow loading times as well as long hours of inactivity Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

It will help for better engagement Review collected by and hosted on G2.com.

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

all interactions on instagram and Twitter. Review collected by and hosted on G2.com.

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Verified User in Government Administration
UG
Enterprise(> 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?

I like the ability to analyze social media and analyze our customer's emails for insight into their preferences. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Nothing really. CX Ananlytics has allowed us to improve our team performance and identify customer preferences. Review collected by and hosted on G2.com.

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

What products and services to offer our customers and prospects. Review collected by and hosted on G2.com.

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Verified User in Marketing and Advertising
AM
Small-Business(50 or fewer 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 has been great in managing customer communication. We are able to track comments and messages and ensure that somebody follows-up to provide the best customer service. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

I would like more insight in the metrics, to be able to see reach and other metrics for each FB post. Review collected by and hosted on G2.com.

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

Facebook comments and messages. Easy way to see all messages and make sure they receive a follow-up. Review collected by and hosted on G2.com.

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Luke L.
LL
International Coordinator, Engagement
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?

Useful, good for our business but hard to track responses Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Hard to track responses and is difficult when training new agents 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 questions. We can communicate with our customers effectively. 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

Sorry you're having that experience! Your CSM will be in touch to assist you with training and to help you out with dashboards. Looking forward to speaking with you! Alternatively, you can contact us on support@engagor.com and we would be happy to help! :)

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Verified User in Transportation/Trucking/Railroad
AT
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?

The amount of (social) channels available within the tool Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

The support, the latency, the lack of help when needed Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Dont believe everything you're told Review collected by and hosted on G2.com.

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

Trying to aggregate multiple channels into one tool to gain efficiency within Customer Care Review collected by and hosted on G2.com.

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Response from Andrew Brecher of Qualtrics CX for Contact Centers
Editedit

Dear anonymous, we are sorry that our otherwise celebrated support did not live up to your expectations. We would love for you to reach out to us as to be able to be of further help as your review is not entirely clear on what you need.

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Verified User in Consumer Goods
CC
Enterprise(> 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?

The conversation layout with the consumer is very easy to read. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Changing inbox for many different ones can be some pain . Review collected by and hosted on G2.com.

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

all social medias in one place Review collected by and hosted on G2.com.

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Verified User in Public Relations and Communications
AP
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?

The platform is easy to use and monitors social media accurately. This is vital for us as we need to be able to monitor things quickly and easy. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

The side menus could be clearer. I think the platform could do with being updated as it is starting to look a little dated. Review collected by and hosted on G2.com.

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

Great monitoring and scheduling capability for social media. It makes it all easier! Review collected by and hosted on G2.com.

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Verified User in Food & Beverages
AF
Small-Business(50 or fewer 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?

When you're working with several platforms online it's easy to be organized. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

The analytics change from time to time. Review collected by and hosted on G2.com.

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

Direct messages to complains. Review collected by and hosted on G2.com.

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Verified User in Higher Education
AH
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?

CX Social offers a wealth of social analytics and the customer support team is fantastic. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

I wish they could find a way to offer more demographic information on age ranges. Review collected by and hosted on G2.com.

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

Consumer brand insights, competitive analysis and identifying potential influencers. We've been able to achieve success on all of those fronts. Review collected by and hosted on G2.com.

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