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:
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.
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.
|Customer and Employee Focused|
|Workflow / User-generated|
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:
|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|
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:
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.
Customers can subscribe to your social media site and receive automatic notifications when information about your products and services is updated.
Customers can participate in online surveys and questionnaires to provide feedback on your products and services.
Information, feedback and insights received via your social media sites can be used to improve your business operations.
Remote users can view all ticket information for any customer.
Remote users can open a new ticket on behalf of the customer to resolve an issue and reduce response times.
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.
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.
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© 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.
Strengthen brand loyalty and promote a long-term customer life cycle
Make sure the “customer voice” gets heard throughout the organization
Advanced case management supporting all communication types
Empower employees and customers with right information at the right time
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