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 8

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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 Food & Beverages
UF
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 aggregation of community management in one tool. The tags that help with reporting Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

with some small scale cases it is not a lot value for money Review collected by and hosted on G2.com.

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

time and report efficiency Review collected by and hosted on G2.com.

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Verified User in Telecommunications
CT
Enterprise(> 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 enjoy being able to show different reports. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

The UI and the lag on the categorization screens can be better. Review collected by and hosted on G2.com.

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

We have a client that has used them to understand churn in their business. Review collected by and hosted on G2.com.

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Verified User in Telecommunications
CT
Enterprise(> 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?

the dashboards are really interesting since you can use it in different ways Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

the lag is not very user friendly since it is slow Review collected by and hosted on G2.com.

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

drilling into data analytics Review collected by and hosted on G2.com.

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Janelle C.
JC
Director of Client Engagement
Consumer Services
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 ease of use and training. Support is fantastic and very knowledgeable. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Filters take awhile to get to know well how to use. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

A great partner in learning your company's social voice. Review collected by and hosted on G2.com.

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

Voice of your customer on all social fronts. Review collected by and hosted on G2.com.

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LL
Customer Service Manager
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?

reporting and the ability to see everything with one click Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Sometimes the reports can take a long time to load Review collected by and hosted on G2.com.

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

we have a ton of Facebook pages and this helped us manage them 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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Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Qualtrics CX for Contact Centers?

Insight overview, facility of management of many interactions Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

History of conversation it's sometimes a little bit complicated Review collected by and hosted on G2.com.

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

Faster social media management 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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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's very user friendly management software for social media with more than expected features in it. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

It's bit expensive when price is compared to other social media management tools Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

It's a perfect tool for social media management for large companies Review collected by and hosted on G2.com.

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

SLA was one of the major issues

Canned responses really helps agents to quickly reply to the customers.

Detailed reports in different aspects is really helpful in management reporting.

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Verified User in Computer Software
AC
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 dashboards, automation recipes and smart folders are amazing Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

No SSO and often runs slow at peak times. 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 share what's happening on social with the wider business, and also monitor for outages/issues that we need to be aware of quickly. Review collected by and hosted on G2.com.

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Verified User in Insurance
AI
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?

Very easy to schedule posts on different social channels and reply to message promptly. Also allows you insight into your social demographics which is really handy for understanding your customer base. Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Not integrated very well with Instagram - can't schedule posts for this or receive messages. Can use emoticons in posts when on desktop. Review collected by and hosted on G2.com.

Recommendations to others considering Qualtrics CX for Contact Centers:

Very good for insights, not good for Instagram monitoring 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 use social as an effective customer contact channel. Also ability to see who is using our social and tailor our content to suit them. Review collected by and hosted on G2.com.

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JY
Social Care Lead
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 ease of being able to respond to posts from hundreds of pages Review collected by and hosted on G2.com.

What do you dislike about Qualtrics CX for Contact Centers?

Sometimes, posts will not come through until hours or days later, unless you are constantly refreshing the page. Review collected by and hosted on G2.com.

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

Managing over 300 business pages has become streamline Review collected by and hosted on G2.com.

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