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XM for Customer Experience vs Customer Interaction Manager

XM for Customer Experience

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Customer Interaction Manager

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Qualtrics CustomerXM is a customer experience management platform that helps businesses collect feedback from across multiple channels and improve the customer journey. Key features include personalized consumer insights, trend analysis, digital reputation management, and behavior-based predictions.
Qualtrics CustomerXM is a customer experience management platform that helps businesses collect feedback from across multiple channels and improve...

Deployment

  • Cloud-based
  • On-premises

Support Options

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
View profile
CIM acts as centralized storage for customer profiles and customers' interactions across different channels. The customer's profile can be used for caller-specific routing based on the labels assigned such as VIP, repetitive, etc. It supports last agent routing thus improving customer experience.
CIM acts as centralized storage for customer profiles and customers' interactions across different channels. The customer's profile can be used for...

Deployment

  • Cloud-based
  • On-premises

Support Options

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
View profile

Starting from

USD 1,500.00/year

  • Free Version
  • Free Trial
  • Subscription

Starting from

USD 108.00/year

  • Free Version
  • Free Trial
  • Subscription

Overall rating

4.6 /5
(250)

Ease of Use

4.4/ 5

Features

4.5/ 5

Customer Service

4.7/ 5

Value for Money

4.5/ 5
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Total features 143

  • 360 Degree Feedback
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Anonymous Feedback
  • Assignment Management
  • Automated Routing
  • Automatic Transcription
  • Behavior Tracking
  • Behavioral Analytics
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Call Center Management
  • Call Recording
  • Campaign Management
  • Case Management
  • Categorisation/Grouping
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Data Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Profiles
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Surveys
  • Customer Touchpoints
  • Customisable Branding
  • Customisable Forms
  • Customizable Fields
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Marketing
  • Employee Coaching Tools
  • Employee Reward Programs
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • KPI Monitoring
  • Keyword Tracking
  • Knowledge Management
  • Live Chat
  • Loyalty Program
  • Map Creation
  • Membership Management
  • Mobile Survey
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Distribution
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • NPS Survey Structure
  • NPS of Customers
  • NPS of Employees
  • Natural Language Processing
  • Negative Feedback Management
  • Performance Management
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Process/Workflow Automation
  • Pulse Surveys
  • Quality Assurance
  • Quality Management
  • Question Branching
  • Question Library
  • Real-Time Analytics
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Referral Tracking
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Retention Tracking
  • Review Monitoring
  • Review Notification
  • Review Request
  • Rewards Management
  • Routing
  • SMS Messaging
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self-Service Search
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Builder
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Text Analysis
  • Text Fields
  • Third-Party Integration
  • Third-Party Integrations
  • Trend Analysis
  • Visual Analytics
  • Website Analytics
  • Website Integration
  • Widgets
  • Workflow Management

Total features 8

  • 360 Degree Feedback
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Anonymous Feedback
  • Assignment Management
  • Automated Routing
  • Automatic Transcription
  • Behavior Tracking
  • Behavioral Analytics
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Call Center Management
  • Call Recording
  • Campaign Management
  • Case Management
  • Categorisation/Grouping
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Data Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Profiles
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Surveys
  • Customer Touchpoints
  • Customisable Branding
  • Customisable Forms
  • Customizable Fields
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Marketing
  • Employee Coaching Tools
  • Employee Reward Programs
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • KPI Monitoring
  • Keyword Tracking
  • Knowledge Management
  • Live Chat
  • Loyalty Program
  • Map Creation
  • Membership Management
  • Mobile Survey
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Distribution
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • NPS Survey Structure
  • NPS of Customers
  • NPS of Employees
  • Natural Language Processing
  • Negative Feedback Management
  • Performance Management
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Process/Workflow Automation
  • Pulse Surveys
  • Quality Assurance
  • Quality Management
  • Question Branching
  • Question Library
  • Real-Time Analytics
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Referral Tracking
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Retention Tracking
  • Review Monitoring
  • Review Notification
  • Review Request
  • Rewards Management
  • Routing
  • SMS Messaging
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self-Service Search
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Builder
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Text Analysis
  • Text Fields
  • Third-Party Integration
  • Third-Party Integrations
  • Trend Analysis
  • Visual Analytics
  • Website Analytics
  • Website Integration
  • Widgets
  • Workflow Management
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