Khoros CX Insights sits on top of all your customer communication platforms to provide a single view of all customer conversations and comments, normalising and classifying the data for comprehensive CX analysis.

Aggregate all sources of customer contact and feedback.
Classify each customer interaction with a taxonomy unique to your business.
Visualise data down to the individual interaction in one application.
Democratise access to data and insights across the organization.

Trusted by the world's top brands

It's an omnichannel world

The goal for a customer-centric company is the ability to access and analyse all of its customer interactions in one place. Today’s customers use every channel. Companies simply cannot afford to selectively listen.

Aggregate & Normalize

Single Source for CX Analytics — All your customer interaction data in one place

With CX Analytics, users can harness the collective power of every customer communication channel using what Forrester calls “agnostic aggregation” of disparate data from different point solutions: call recordings, chat transcripts, emails, social media, surveys, reviews, in-app communications, web feedback and more.

“The greatest challenge that Topbox solves for is being able to listen to our customers across channels and all in one place. So all our teams have access to the same insights — this saves us time and gives us a better view of customer needs.”

— Customer Experience Strategy, Doordash

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Data Enrichment

Contextual Classification — Insights in the context of your business

CX Analytics goes beyond classification by industry vertical. We customize the model for each of our customers, including product names, regional differences, customer slang, and abbreviations for products and services. This makes our model more specific, relevant, and actionable.

When paired with our proprietary omnichannel sentiment algorithm, companies are fully aware of how customers feel, and more importantly, why they feel that way. These are actionable insights.

AI and continuous improvement

AI-Enhanced Analytics — See what you’re missing

CX Insights AI dives deeper into customer interactions to identify changes in preferences and discover trends to help your brand improve every day. Working alongside our classification model, our AI leverages cutting edge machine learning to continuously refine identification.

Our AI-on-the-Fly feature will add value to any analysis by flagging words and phrases that are not already in your classification model — even those that your teams don’t know your customers are talking about.

UX/UI

User Experience — Intuitive, fast, and effective

CX Insights is designed to intuitively guide anyone from “CSAT dropped 2 points last month” to “40% of chats with negative sentiment mentioned ‘chatbot workflow’,” in a few clicks.

Users can also choose to visualise their interaction data for trending and AI-enhanced contextual details. You don’t need to be a data scientist to harness the power of CX Insights.

Security

Data Security – Nothing is more important

The CX Insights platform is hosted through Amazon Web Services. CX Insights is GDPR, CCPA, and Australian Privacy Act 1988 compliant. We are audited annually for PCI DSS and SOC2 Type II compliance. We undergo third-party penetration tests from multiple audit firms annually.

Our client’s data is encrypted in transit and at rest. We have worked with some of the most recognisable brands in the world to meet their security requirements. We take data security very seriously.

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