Product(s): ConcentrixCX
Overall Comment:"Overall our experience with Concentrix has been an elevation from our former service provider. The feedback survey we're able to deploy to our guests is now on-brand and eye-catching. The insights go beyond what we were previously able to capture, and the support team at Concentrix has been a key part of our program launch - enabling us to get more done and set a road-map for future developments in the CX space. "
The account team at Concentrix has been fantastic - leading us through the change into our new program, providing insights & guidance into opportunities we have.
We're eager to see additional product enhancements within the dashboard as customized reporting within our enterprise & user access levels can be a challenge. Ideally, the dashboards would help to tell a better story about the guest experience at a local and national levels - while prompting valuable action from the various user-roles. At the moment, the reporting dashboards are a bit outdated (though some enhancements have been made) and don't always align with our use case. Our Concentrix support team has been great about hearing out these concerns & aiming to work them into a future developments, but the dashboard itself is a touch behind enterprise-level reporting we have access to from other software solutions.