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mySQM™ CX Insights - Standard Features

The heart of mySQM™ CX Insights software are 6 core features centered around: being highly customizable, providing real-time notifications, listening to recorded customer feedback, exportable raw data, centralized data storage, flexible reports.

mySQM™ CX Insights Features Overview

The standard features of mySQM™ CX Insights software are designed on a SaaS platform to help contact centers capture, analyze, benchmark, report and action customer and employee experience. Our core software features provide powerful insights based on customer and employee survey data to assist CSRs, analysts, and leaders for their customer experience management efforts. These features are the fundamentals of mySQM™ CX Insights software and are enhanced by the features of Personalized Intelligence.

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Highly Customizable

Our software allows you to easily customize many features including: home page, reporting, data filters, access levels, real-time notifications, and metrics. Highly customizable features allow your employees to focus on what is important to them and your contact center.

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Real-Time Notifications

Real-time notifications can be customized so that you can act quickly to improve CX. For example, receive real-time service recovery notifications so that you can act quickly on customer complaints. Also, receive real-time notifications about world class interactions so that you can recognize great CSR service delivery.

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Recorded Customer Feedback

Listen to the actual voice of the customer from their experience using your contact center. Hear the joy, or pain in the customer's voice in the interactions they have with your CSRs and leverage this for powerful coaching and recognition opportunities.

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Exportable Raw Data

Raw data can be easily exported through the scheduled and customizable feature of the software. This allows your organization the flexibility to import all SQM data into the reporting tools that you use.

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Centralized Data Storage

Collect, store, and access customer and employee survey data from any survey methodology or internal data source. Put simply, all surveys and internal data can be stored in one place. By consolidating your data sources into one tool, you receive comprehensive insights into your contact center's CX and EX performance.

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Flexible Reports

Reports can be customized through the use of our pivot table feature. These customized reports can be easily saved and reused to save you time. The software also has pre-configured reports that deliver powerful actionable data in a click.

Five Benefits of Improving CX

Five ways mySQM™ CX Insights software's core features are designed to help your contact center improve customer experience.

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For every 1% improvement in FCR you reduce your operating costs by 1%.

Reduce Operating Costs
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98% of customers will continue to do business with the organization as a result of achieving FCR.

Reduce Customers at Risk
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For every 1% improvement in FCR there is a 1% improvement in Csat.

Improve Customer Satisfaction
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For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.

Improve Employee Satisfaction
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When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.

Increase Opportunities to Sell