Kapture CX is present in 5 markets with 5 products. Kapture CX has 63 reviews with an overall average rating of 4.6.
CRM Customer Engagement Center
Gartner defines the CRM Customer Engagement Center market as a cohesive set of software built around core case management tools, used to provide customer service and support by engaging with customers, while intelligently orchestrating the processes, data, systems, and resources of an organization. CEC applications offer workflow management capabilities and may be used as a system of record for customer interactions. The orchestration of customer service and support processes through a CEC application involves both assisted and self-service moments within customer journeys. It is built around case management records and processes. Workflow is an important CEC component, in terms of an organization being able to orchestrate the processing of customer engagements for the best outcomes in an effortless, effective and timely way. In addition to case, workflow, and knowledge management, personalization and enrichment of customer engagements are crucial.
Kapture CX has 1 product in CRM Customer Engagement Center market
Contact Center Infrastructure
The CCI market covers solutions that include the equipment, software and services that enable customer service organizations to manage multichannel customer interactions holistically (using self-service and assisted service) from a customer experience and an employee engagement perspective. Central to the definition of CCI is that the solutions are dedicated to supporting a single customer or tenant on each instance of the system, even if that customer or tenant supports multiple contact center operations on that dedicated instance. CCI solutions are used by customer service and telemarketing centers, employee service and support centers, help desk service centers, and other types of structured communications operations.
Kapture CX has 1 product in Contact Center Infrastructure market
Customer Success Management Platforms
CSM programs have become the standard enabler for businesses (primarily B2B), to encourage customers to remain engaged and increase customer lifetime value for products sold via a subscription model. CSM is not simply a rebranding of existing postsales services or account management. Gaps exist when employing existing sales or service technology solutions that do not properly address CSM needs. A technology segment — customer success management platforms — addresses this market need. Initially deployed to reduce churn in high-value B2B accounts, CSM programs and platforms are now implemented to proactively and more broadly manage customer engagement, adoption, advocacy, retention and upsell/cross-sell objectives for the enterprise. Customer success management is the business discipline of guiding customers to realize value through product adoption or service utilization across their own life cycle. It uses a data-driven approach to monitor customer health and engagement, and uncover insights to drive proactive and prescriptive action in order to lead the customer to renew, expand and advocate. CSM platforms provide capabilities to create a holistic view of the customer, guide customers through their journey and expose customer health packaged in a way that provides accessible insights to all stakeholders that are actionable.
Kapture CX has 1 product in Customer Success Management Platforms market
Field Service Management
Gartner defines FSM as software suites that support FSPs whose technicians typically travel to customer locations to provide installation, repair, inspection and maintenance services for equipment and systems (consumer, commercial or industrial). FSPs may also manage, maintain and monitor these assets under a predefined service or maintenance contract.
Kapture CX has 1 product in Field Service Management market
Sales Force Automation Platforms
Gartner defines SFA platforms as tools that natively support (not via third-party add-ons and solutions) automation and capture of sales activities, processes and administrative responsibilities for organizations’ sales professionals. They also support initiation, engagement and capture of buyer-seller interactions through multiexperience and channel-agnostic approaches and devices, and dissemination of actionable insights to improve sales contact management, pipeline management, opportunity management, guided selling and forecasting process execution. The optimal desired experience for sales users (leadership, managers and sellers) are not limited to internal use cases, and can be scaled to support buyer-seller intermediation and shared experiences with prospects and customers.
Kapture CX has 1 product in Sales Force Automation Platforms market