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About CEMax Customer Experience

CEMax Customer Experience Platform enables you to build your own modular Customer Experience Solution. You can easily set up a simple complaint management solution or a full omni-channel social media monitoring that includes survey management. We have pre-installed industry-specific best practices for a quick setup.
Our modular CEM solution enables you to enjoy the most robust platform for managing your customer's experiences specific to your current needs, and you will have the additional blocks to enhance your overall solution platform without the need to purchase and integrate third-party solutions.
For an example, you may want to start with a simple, yet effective complaint management and a customer experience solution. With CEMax, feedback and complaints can easily be monitored via email, text, or letters. The CE Max workflow engine will route feedback to the right people within the organization. Employees can respond to tasks and action complaints all within the experience portal. Managers can keep track of feedback and complaint volume as well as employee performance using reports within the system. Adding more features later on is just turning on a switch—adding video chat with customers, sending surveys, monitoring social media. You can count on CEMax to have the cutting-edge platform for your needs.

Watch What Makes the CEMax Solution the Best Customer Experience Platform

Watch this short video explaining why to choose CEMax technology and solutions over competing products.

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CEMax Technology Platform

Scalable and Modular Customer Experience Solution

CEMax Platform contains modular building blocks that allow flexibility in building your optimal Customer Experience Solution. You can easily add new features or modules later. All modules can come reconfigured and loaded with industry-specific best practices. Please see our information about the following modules:

Unified Inbox

Adaptive Workflow

Experience Portal

Reporting and Analytics

Knowledge Management

Enterprise Feedback Management

Unified Inbox

Enable customers to contact the organization through all communication types

The CEMax Unified Inbox is a centralized hub that unifies communications across many types of media to simplify customer communication and enrich the customer experience. The Unified Inbox enables you to access all incoming messages, whatever channel people choose. You can utilize the CEMax Unified Inbox to enhance team collaboration, reduce response times and streamline your daily task management activities.

Receive Letters and Faxes

Have Meaningful Live Chats

Receive Customers' Emails

Harness the Power of Social Media

Receive SMS, VM, and Instant Messages

Utilize: QR barcodes, NFC, and IBeacon

Automated Feedback Routing

Building the Right Procedure Plan for Every Feedback

Our adaptive workflow engine will make sure every feedback or complaint is being executed with the right SLA schedule and routed to the right people within the organization.

Depending on the complaint type and other properties like location, regulation, customer sentiment, and other characteristics, the machine learning workflow will create the needed tasks to resolve the complaint, assign the right people to each task, send emails and other correspondence to people within the organization and the customer, monitor that every task will meet its deadline, and execute escalations when needed.

Our experience in many verticals over the years has allowed us to test many workflow procedures. We saw which workflows worked, which were over complicated, and which worked best and made the customer happy. This allows us to bring to the project a set of best-practice workflows for your vertical and regulation requirements.

CEMax workflow allows easy integration with other applications and creates cross-application integration. Some examples of integration could be integrating CEMax with an existing HR system, or integrating CEMax with a quality assurance application, financial application, and others.

Work Planner: Assign tasks for incoming service requests and specify communication channels for each and every task.

Task Scheduler: Set the start and end to calculate the expected completion date for each task.

Activity Tracking: Monitor ongoing activities and communications based on predefined schedule requirements.

Alerts and Notifications: Get real-time alerts and notifications when tasks, schedules and communications are complete or do not conform to SLA requirements.

Multichannel Distribution: Distribute correspondence to customers via any type of communication channel, such as email, letter, fax, SMS or social media.

Automated Responder: Send automated replies to customer service requests and send periodic updates to ensure ongoing communication with the customer.

Exception Handling: Identify and flag undefined events or service faults requiring manual intervention.

Self-Improvement: Gain insight from customer interactions and learn how to adapt to new and evolving needs.

Simplify Communication with Customers and Employees

Correspondence will be sent automatically depending on the user needs or the workflow task being executed. The CEMax correspondence engine includes these features:

Features Built In
Customized Content
Multilingual Support
Multichannel Distribution
Customer and Employee Focused
Ready-to-Use Templates
Workflow / User-generated

Insight & Analytics

Get up-to-date status reports and drill down to analyze the customer experience status

CEMax analytics enable you to analyze customer activity, identify service bottlenecks, and detect product faults, measure customer satisfaction, and strengthen loyalty.
Our ready-to-use reporting and analysis tools help you understand your customer, improve product quality or service, and reduce churn rates. That is why our analytics and reporting tools cover every aspect of every customer interaction. CEMax analytics and reporting capabilities include:

Role-based KPI Monitoring

Customer Sentiment Reports

Text Mining Reports

Activity Dashboards

OLAP - Online Analytical Processing

Custom Reports and Report builder

Higher Survey Response Rates with New Survey Designs

No more black-and-white questions and answers. New colorful designed surveys that support touch on all mobile devices will ensure a high response rate and more engaged customers.

Features Built In
New Amazing Colorful Question and Answers Design Templates
Built-in Support for Touch Devices
Supports Video and Audio Questions
Supports Regulation Survey Guidelines.
Large Question-and-Answer Repository Sort-by Categories
Multichannel Distribution
Multilingual Support

Social Media Monitoring

CEMax searches social media and consumer sites for information about your products and services. All information is displayed in a unified inbox and can be automatically forwarded for immediate resolution.

CEMax enables customer to interact with your business via all major social media sites. CEMax helps you to find out which social media sites your customers use, add customers to your network, and post product or service information to your customers. The key capabilities of CEMax social interaction include:

Social Media Monitoring

CEMax searches social media and consumer sites for information about your products and services. All information is displayed in a unified inbox and can be automatically forwarded for immediate resolution.

Content Sharing

Customers can subscribe to your social media site and receive automatic notifications when information about your products and services is updated.

Customer Engagement

Customers can participate in online surveys and questionnaires to provide feedback on your products and services.

Self-Learning and Improvement

Information, feedback and insights received via your social media sites can be used to improve your business operations.

Main Engagement Portal

The CEMax Customer Engagement Portal provides remote users with direct access to all customer complaint data. The portal enables branch managers, legal advisers, and customer service representatives to interact directly about any task or complaint issue. The CEMax customer engagement portal includes these features:

Task Management

Remote users can view all ticket information for any customer.

Customer Tickets

Remote users can open a new ticket on behalf of the customer to resolve an issue and reduce response times.

Dashboard and Reports

Remote users can generate reports and view dashboard key performance indicators (KPIs).

CEMax delivers a complete suite of dashboard analytics reporting tools with direct access to service information data, key performance indicators, and insights from customer interactions.

Customer 360° View

View an integrated 360° customer view, see customer feedback, cases, survey information, social media information, and other analytics all in one easy to understand dashboard. The 360° view can also incorporate information from other legacy systems to enhance customer information detail.

Knowledge Management

The CEMax Knowledge Management module contains all organizational information including customer information, standard operating procedures, service policies, task procedures, reports and archived data.

KPI Keeper© – The Performance Keeper

KPI Keeper© will learn which KPIs and other performance indicators are important to management. Once learning what’s important, KPI Keeper will track these indicators online and will send managers detailed reports about their department/business unit activity, which KPI needs improvement, and how the department or business unit is performing in comparison to other business units, i.e., how one bank branch is measured to other branches in the state.

Machine Learning

KPI Keeper is a machine learning module, a fully automated module, sending detailed reports to managers and stakeholders.

Constant Improvement

KPI Keeper will initiate a process called constant improvement where KPI values will have a constant linear increase over time.

Modular Customer Experience Solution

Our implementation team will tailor the project to your needs. Our implementation is backed by CEMax for success and 100% R.O.I, within 18 months.

Learn Why Choose CEMax Should Be Your Customer Experience Solution Provider

CEMax’s Available Solutions

Please see our solution offering for your organization

Complaint Management
CEM Solutions

Strengthen brand loyalty and promote a long-term customer life cycle

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published Surbey
Voice of the Customer
VOC Solutions

Make sure the “customer voice” gets heard throughout the organization

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Case Management
CEC Solutions

Advanced case management supporting all communication types

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Social Monitor
Social Media Monitoring
CEM Solutions

Monitor your brand mentions on social media

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Knowledge Management
Solutions Addon

Empower employees and customers with right information at the right time

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Email Management
CEC Solutions

Simplify email management, boost service responsiveness

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NPS Dashboard
EFM Solutions
CEM Solutions

Act on customer feedback to deliver continuous improvement

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Dashboard  text
Customer Engagement
CEC Solutions

Next-Generation customer service as a strategic differentiator

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Holistic CEM Solution

Use the CEMax platform to Manage your Customer’s Experiences, Gain the Deepest Customer Insight, and Build Better Products and Services.

The CEMax Difference

The implementation of CEMax’s solution suite offers both technological advantages as well as competitive differentiators, but the most important aspect is the effect the solution has on the end customer. A customer who sends a complaint and receives a qualified answer in a timely manner will have a higher sense of loyalty, will promote the company to friends, and will increase market spending. We have tremendous R.O.I. examples, allow us to share a few:

Customer Retaintion 0
Customer Satisfaction 0
Customer Insight 0

Additional Resources

Blogs, news, case studies, and other useful information

Contact Us for Collaborations, Questions, Or to Say Hi

Use this form for inquiries about CEMax products, or to learn more about how CEMax solutions can increase customer satisfaction and increase the business value of your organization.

US Office

4010 Executive Park Drive, Suite 240, Cincinnati, OH 45241

Email: info@c-m-x.com

Phone: +1 513 554 0103

Business Development

Email: ziv@c-m-x.com

Phone: +1 513 501 6045

Israel Office

Giborey Israel , Industrial Park , Netanya , Israel 42221

Email: or@c-m-x.com

Phone: +972(0) 77 3316620

Partnering With CEMax

Email: partner@c-m-x.com

Phone: +972 (0) 3721 3250

Contact CEMax for a personal demo about our solution