All your customer interaction data in one place
It's an omnichannel world
Today, customers have options in how they choose to interact with a company. The choice of channel can be driven by the reason for contact, ease of access, or even demographic preference. Every channel is important. Topbox provides a comprehensive solution that sits atop a fragmented customer communication ecosystem to create a unified view of the customer, delivering the insights that allow a business to truly differentiate on customer experience.
Aggregate & Normalize
Single Source for CX Analytics - All your customer interaction data in one place
The holy grail for a CX-minded company is the ability to access and analyze all of its customer interactions in one place. Today’s customers use every channel. Companies simply cannot afford to selectively listen.
With Topbox, users can harness the collective power of every customer communication channel using what Forrester calls “agnostic aggregation” of disparate data from different point solutions: call recordings, chat transcripts, emails, social media, surveys, reviews, in-app communications, web feedback and more.
Contextual Classification – Your data in the context of your business
Topbox’s classification model is the primary cog in our analytics engine. We’ve taken a vertical approach to our modeling that provides off-the-shelf classification tagging based on the applicable industry of each client, and even includes a client-specific layer for product names and other unique nomenclature.
When paired with our proprietary omnichannel sentiment algorithm, companies are fully aware of how customers feel, and more importantly, why they feel that way. These are actionable insights.
AI-Enhanced Analytics – See what you’re missing
Topbox’s AI modules are designed to dive even deeper into customer interactions. Working alongside of our classification model, our AI combines cutting edge machine learning with TF-IDF technology to serve up additional, relevant information about the interactions in focus.
Our AI-on-the-Fly feature will add value to any analysis by serving up interesting words and phrases (n-grams) determined by our platform to be relevant and potentially important to a data set.
User Experience – Intuitive, fast and effective
The Topbox platform provides a best-in-class user experience by combining powerful CX-centric analysis with the latest BI concepts.
Our Search & Discovery module is the centerpiece of the application and gives users both textual and visual search and discovery capability for multi-dimensional searches across millions of interactions using any search criteria. Users can also choose to visualize their interaction data for trending and AI-enhanced contextual details. You don’t need to be a data scientist to harness the power of Topbox.
Data Security – Nothing is more important
The Topbox platform is hosted through Amazon Web Services. Topbox is HIPAA and GDPR compliant. We are audited annually for PCI DSS and SOC2 Type II compliance. We undergo third-party penetration tests from multiple audit firms annually. Our client’s data is encrypted in transit and at rest. Needless to say, we take data security very seriously.
We have worked with some of the most recognizable brands in the world to meet their security requirements. We’re confident we can meet yours.