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
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.
Summary of Features
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
Communication platform agnostic
APIs and integrations with established providers
Standardized configuration available within 2 weeks
Ad hoc transcript search
Immediate access to read or listen to interaction
Critical Alerts notification via email
Quality Assurance and agent performance
3 to 12 month viewable data range
Exportable data and visualizations
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.
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.
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.
Topbox’s solution includes the conversion of call recordings into transcribed text. Search effortlessly for key words and phrases.
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.
Configurable, by your team, to fit your environment. Use your terminology, your KPIs and your hot buttons with a few strokes of the keyboard.
What can Topbox do for you?
The CTO wants to update your website to reduce support customer contacts. Which issues could be solved via automation?
The Topbox Difference
Explore some of the functionality of our omnichannel
customer experience analytics platform.
We believe that most companies lack the actionable insights to efficiently solve customer problems with existing resources. We founded Topbox with that concept in mind, creating a product to make root cause less elusive so you can focus on delighting your customers.
Chief Executive Officer
An experienced executive, Chris has been responsible for organizations with P&L of $1 billion+ and 50,000 employees. Prior to TopBox, he was Group President at a leading BPO provider where he led the customer care division to "industry leader" status from Gartner and Everest. Chris is a graduate of the US Naval Academy.
Jeff spent nearly 14 years in the call center industry, including 10 years managing nearly 5,000 staff in a dozen countries. Prior to moving into operations, Jeff spent 15 years in public and corporate accounting/finance roles as a CPA. He is a graduate of Syracuse University, a photographer and mountain biker.
Chief Revenue Officer
Brian has 25 years’ experience in sales and sales management most recently serving as SVP of Sales and Client Management for a leading customer care organization. He is highly regarded as a thought-leader in the contact center space. Brian lives in Denver CO and is a graduate of Washington State University.
Chief Product Officer
Ryan has a passion for simplifying the complexities of contact center software with 15 years experience integrating data driven application and workflow solutions, most recently serving as VP Solutions Design for a leading customer care organization. Ryan lives in Kansas City and a graduate of University of Central Missouri.