Great customer and employee feedback management tool not only with features but also with its customer support team. Super easy to use and helps you explore root causes of positive and negative drivers. The overall experience has been very good!

Integration is quite fast and flexible, in couple of weeks you can start collecting feedbacks from various channels. Team is fantastic and very helpful throughout the entire process. You can collect feedback and act across customer and employee journeys. Real-time event management option gives you the ability to direct the feedback, to the relevant staff, to close the loop and fix the issues as fast as possible, this also empowers front-line staff. Control panel is very easy to use and adaptable for all measurement metrics (NPS, CES, etc.), you can add or change questions in minutes. Quota management system is very functional and detailed, you can set your rules, like; how many times customer receives surveys according to the survey type or event frequency. Well worth the money.

There is nothing to mention. They continue to add new features and are consistently collecting feedbacks about the software and support team to improve.

With Alterna CX, we get feedback from customers from multitude of touchpoints across all subsidiaries. This provides good insight of what the customers think and feel about our products and services. Allowing us to implement actions and solutions for improving CX. Beyond single projects it has helped to strengthen the culture of 'listening to the customer' in the whole organization.

Alterna CX includes a wide variety of functions for the VoC programme - from data integrations to survey sending and dashboards. You'll find most of what you can expect from a VoC solution in here. It was easy to integrate the solution to our legacy system, contact center, app engine etc. Setting up automatic triggers, filters, quotas, follow-up calls to detractors is quite straightforward once you get used to UI. It offers fair bit of options for setting up different kind of questions and questionnaires. It also provides dashboards for real-time overview of customer feedback - and options to customize and compose a dashboard to your own liking. Alterna CX suits well for businesses with many business units and segments - we are gathering customer feedback with ease from 5 different countries across various touchpoints. And have good overview of all results. System is well built, offering enough flexibility to accommodate our particular wishes and limitations. And last but not least, the support staff is also very responsive and cooperative to find solutions to such cases.

It may take some time to learn the UI and get a grip of all the functionalities that the solution offers. But this is normally expected from a solution that is not just a simple survey sending tool.

Alterna CX provides a Voice of Customer and NPS program to collect our customers' feedback and has allowed us to improve our NPS score. Their platform has made collecting feedback from our customers as easy and intuitive as it could be. They allowed us to move beyond the survey and understand key drivers of customer expectations and take the right actions to improve. The team behind it is eager to support its customers drive business growth and continuously improves its product.

Not that I can think of right now, I believe Alterna CX will continue to grow.

Excellent team, understands the use case well, provides support when required, teach team capable enough to handle all the customisations

Awesome features, highly customisable, provides flexibility, gives freedom to setup own surveys from the UI with lo-no code based design, integrates well within the standard enterprise ecosystem

Could look at more clients in this part of the world, though the support is not an issue, it helps to have someone locally available, however its not a hindrance, good to have, not a must-have

I have observed that Alterna CX is the up-and-coming preferred Voice of Customer solution in the market with its flexibility in implementation, innovative skills in CX analytics, and best value for money. The program's automation is key to improving customer experience and can be easily integrated into internal portals or CRMs. Alterna CX helps identify critical drivers of satisfaction and enables to take the necessary actions for continuous improvement.

I don't think that there is any specific improvement area for this tool.