Digital-first, unified engagement hub
The most comprehensive solution for a unified, actionable view of the customer to create world-class customer experiences.
CX Insights is formerly known as Topbox, acquired by Khoros in 2021.
Khoros CX Insights sits on top of all your customer communication platforms to provide a single view of all customer conversations and comments, normalizing and classifying the data for comprehensive CX analysis.
The goal for a customer-centric company is the ability to access and analyze all of its customer interactions in one place. Today’s customers use every channel. Companies simply cannot afford to selectively listen.
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.
Let us show you what Khoros can do.
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.
AI-Enhanced Analytics — See what you’re missing
CX Analytics 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.
User Experience — Intuitive, fast, and effective
CX Analytics 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.
Data Security – Nothing is more important
The CX Insights solution is hosted through Amazon Web Services. CX Insights is HIPAA and GDPR compliant. We are audited annually for PCI DSS and SOC2 Type II compliance. We undergo third-party penetration tests from multiple audit firms annually.