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 7

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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 Consumer Goods
AC
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?

I love that you can assign tasks and alert team of messages. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

I wish it would work with Instagram direct messages and advertisements. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Take your time to learn about the pages! Review collected by and hosted on G2.com.

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

Consumer feedback and complaints. Helping them with product troubles and making the experience a positive one for them Review collected by and hosted on G2.com.

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Verified User in Telecommunications
AT
Mid-Market(51-1000 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?

Insights and data and the ability to manage all platforms in one place. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Nothing, it would be great to get some more metrics in terms of performance. 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 manage over 80k queries a month and have a team of 24 people using the tool. Review collected by and hosted on G2.com.

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KF
Mr
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?

Be able to search for customers and posts with ease with the search and filter system Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

The delay in bringing in replies to customers, you can only see your replies in the history, you have to wait before it comes in the main view Review collected by and hosted on G2.com.

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

Allows us to monitor and track the performance of our agents Review collected by and hosted on G2.com.

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

how fast they update their product and their online support Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

when its down , i know they always come back fast but still its repeated a lot on the last period Review collected by and hosted on G2.com.

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

its the only tool that we depend on for the moderation 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

Hi there, even with an uptime of 99.7%, we understand that any amount of downtime can be extremely hard for our users. That in mind, we have a support team available 24/7 along with real-time alerts, which you can find in the product, online at status.engagor.com, or by subscribing to SMS notifications. If you have further questions - feel free to reach out via support@engagor.com. We'd be happy to help you out!

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Verified User in Logistics and Supply Chain
UL
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 easy way of using, less lagging and very accurate, I'd recommend it for all my collages Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

the way of showing replies, deleted replies still exist which takes long time for me by replying. Review collected by and hosted on G2.com.

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

shipping company experience using Facebook, Twitter and Instagram. Review collected by and hosted on G2.com.

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Verified User in Retail
AR
Mid-Market(51-1000 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?

Performance Management

Permissions control

Stream aggregator

Tagging and social listening Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

The seat cost is astronomical. It is too much money. Review collected by and hosted on G2.com.

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

Better understand of feedback from our Socials Pages and quick resolutions to issues for our users who write in on social Review collected by and hosted on G2.com.

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Verified User in Marketing and Advertising
UM
Mid-Market(51-1000 emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best about Qualtrics CX for Contact Centers?

I like all the things, that clarabridge give to us Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

the time we spent loading the comments and the mistakes Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

i like all things Review collected by and hosted on G2.com.

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

resolving comments and we can make a good work for our clients Review collected by and hosted on G2.com.

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Verified User in Health, Wellness and Fitness
AH
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?

It gives a super simple overview of all queries from the channels I need sight of. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Not much, the App could be a little smoother. 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 queries in real time as they come in. Review collected by and hosted on G2.com.

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Verified User in Consumer Goods
UC
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?

Clear UX.

Great live chat support.

Pulls all Connect of comments and posts, even comments on Instagram dark posts. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Sometimes the ‘filtering’ of posts doesnt really work. Harder to manage multi countries/ multi language comments. Review collected by and hosted on G2.com.

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

Int. Community management Review collected by and hosted on G2.com.

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Verified User in Telecommunications
UT
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 ability to sort by impact metrics based on a customer basis. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

There is an occasional and noticeable minor lag between message updates. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Utilize tagging features and software integration. Review collected by and hosted on G2.com.

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

Customer outreach, data acquisition etc. Review collected by and hosted on G2.com.

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