The Single Source of Truth for Customer Experience

Uncover critical insights in every conversation, comment or critique - across every channel - in one analytics solution

Organizations Getting Insights From Topbox

Customer Experience Analytics

Topbox’s Customer Experience Analytics platform enables omnichannel analysis of customer interactions to quickly identify and resolve friction points for improved product management, cost-to-serve, and marketing.

Customers are providing a mountain of feedback about your products and services through voice, chat, SMS, surveys, social media, product reviews, app feedback, web feedback, and more.

Topbox is the only SaaS platform for CX analytics that is:

Technology and language agnostic – aggregate data from all your customer touchpoints, regardless of data formats and protocols, and across regional language barriers
Omnichannel – Topbox applies a unified classification model across all data sources so you can leverage the unique attributes of each communication channel, and analyze them together as the complete Voice-of-the-Customer
Priced on volume, not user licenses – Your whole organization can benefit from the actionable insights gained from understanding the customer experience at every stage of the lifecycle

Because we, at Orvis, pride ourselves on an amazing customer experience, we needed a solution that would help us identify areas of customer pain, at any touch point, along their journey. With Topbox, we’re able to detect issues, at the root cause -- from the purchase experience, in all channels, to fulfillment, delivery, service, and product issues. Implementation and configuration was fast and easy. I’m a big fan of Topbox!

Lisa Lavin - Orvis

Director, Customer Experience

The Topbox Solution

Topbox is an agnostic aggregator of structured and unstructured data from any channel of interaction with the customer. The data is normalized so it can be analyzed as a unified whole, and a classification model specific to your company’s products and business processes is applied.

This allows for a holistic and guided analysis of all your CX data, from high-level visualizations of trends and emerging issues, drilling all the way down to the transcripts of individual conversations. The insights gained are easily shared with stakeholders across the organization.

We have been using Topbox for nearly a year. In that time, we have gained a much deeper understanding of First Call Resolution and Customer Satisfaction, which is leading to significant improvements in our customer experience. Because the software is so intuitive and there are no user limitations, we’ve been able push usage out to our entire customer service team.

Tariq Alinur - Cable & Wireless Communications

VP, Contact Center Operations

Summary of Features

General

Omnichannel capability
Unlimited Users
Multiple languages
Translation to English for analysis

Comprehensive Analytics & Intelligence

Unlimited data sources
Full suite of interactive visualizations
Fully integrated speech and metadata analysis
Industry-specific speech modules
Intra-interaction event tagging for analysis
Single channel and roll up data views
“Democratized” views for business area focus
Automated call classification

Deployment

Communication platform agnostic
APIs and integrations with established providers
Standardized configuration available within 2 weeks

Additional Features

Ad hoc transcript search
Immediate access to read or listen to interaction
Critical Alerts notification via email
Competitor intelligence
Quality Assurance and agent performance
3 to 12 month viewable data range
Exportable data and visualizations

I like making decisions based on facts, not feelings. With Topbox, we’re able to focus on the right calls to factually identify what’s happening with our customer interactions. We’ve seen measurable improvements in our sales conversion and retention rates with Topbox. And, the team at Topbox are true partners – creatively solving problems, recommending best practices, and diving into our projects as if they worked here.

Rob Katz - Wave Broadband

EVP, Sales & Marketing

Why Topbox

Omnichannel

Many companies provide multiple communication paths for their customers – phone, chat, email, product reviews, surveys, social media, etc. Topbox allows you to analyze all this data in one seamless solution.

Affordable Pricing

Powerful analytics shouldn’t be limited to large companies. Topbox’s subscription pricing, with minimal upfront costs, fits any budgetsolution.

Easy to Use

Tired of clunky, complicated analytics tools? Topbox’s intuitive interface and short learning curve for effective results means fast ROI.

Cloud-Based

Topbox’s SaaS model means light implementation and minimal IT involvement. That’s music to any CTO’s ears.

Focus On Root Cause

Topbox’s full suite of interaction analytics tools emphasizes root cause because 99% of customer issues start upstream of the contact center.

Speech-to-Text

Topbox’s solution includes the conversion of call recordings into transcribed text. Search effortlessly for key words and phrases.

Any Language

Topbox provides analytic capability across any language including Chinese. What’s more, we provide translation services that allows you to consolidate your voice/text analytics in English.