Global CX solutions and technology provider Concentrix has announced the launch of VOC Essentials, a feature combining software-as-a-service technology with customer engagement best practices.
The new feature will enable businesses to measure CX and take action to better aid their customer base.
Kathy Juve, Concentrix’ EVP, Customer Experience Technology, and Insights, said: “Businesses need insights into how their customers think and they don’t have time for long complex implementations of existing VOC platforms with hard-to-measure outcomes. I’m incredibly excited at the opportunity VOC Essentials provides to create more authentic customer experiences; track and optimise staff engagement, performance, and satisfaction; and drive issue resolution, customer retention, and brand loyalty.
“We specifically developed this solution to empower leaders to improve their customers’ experiences through real-time feedback, AI-powered insights, and action workflows. We’re excited at the additional value this new tool will provide to our clients and their customers that are looking for meaningful ways to improve their customer experience.”
Concentrix established VOC Essentials to give organisations access to real-time CX insights. These insights can reduce customer support time, decrease repeat contacts, and boost staff engagement.
The platform will also boost positive outcomes driven by customer feedback to up customer loyalty, enhance brand perception and lower operational costs.
