Augment CXM
Overview
Augment CXM is a company that specializes in enhancing customer experience management through AI-powered business intelligence solutions. Their platform provides real-time insights and actionable guidance to improve customer service efficiency and experience, helping businesses to better understand and address customer needs.
Industry: Customer Experience Management
Ideal Customer Profiles: The ideal customers for Augment CXM's products and services are large enterprises and contact centers, particularly those in industries such as telecommunications, retail, and financial services, that require advanced customer experience management solutions to handle high volumes of customer interactions efficiently.
Website: augmentcxm.com
LinkedIn: http://linkedin.com/company/augmentcxm
Products
AI-Powered CXM Platform
The platform uses AI to analyze customer interactions in real-time, providing actionable insights and guidance to improve customer service efficiency and experience.
Features
Real-Time Monitoring
Description: The platform monitors digital and voice communications in real-time, allowing businesses to track customer interactions as they happen.
Benefit: This feature enables businesses to respond promptly to customer needs, improving service efficiency and customer satisfaction.
Conversation Analysis
Description: The platform analyzes conversations to identify customer intents, discussed products, and conversation outcomes, providing detailed insights.
Benefit: Businesses gain a deeper understanding of customer needs and can tailor their services accordingly, enhancing customer experience.
Anomaly Detection
Description: The platform detects unexpected spikes in customer interactions and alerts the team to take necessary actions.
Benefit: This feature helps prevent potential issues from escalating, ensuring a smooth customer service operation.
Agent Performance Tracking
Description: The platform tracks agent performance to identify issues and provide targeted coaching for improvement.
Benefit: Improves overall service quality by enhancing agent skills and addressing performance gaps.
Priority Guidance
Description: The platform prioritizes issues based on their potential impact, guiding businesses on where to focus their efforts.
Benefit: Helps businesses allocate resources effectively to address the most critical customer service challenges.
Quantitative Benefits
"We've analyzed over 776,768,917 Fortune 1000 customer conversations"
"Leading tire manufacturer hits CSAT goal for first time"
Source: Augment CXM - Case Study
"Top electronics brand's agent increased productivity by 31%"
Source: Augment CXM - Case Study
"26x ROI on Augment CXM in first year for premium appliance brand"
Source: Augment CXM - Case Study
"Augment CXM powers Clearlink's rapid 160% increase in chat revenue"
Source: Augment CXM - Case Study
"Premium phone producer increases agent efficiency by 29%"
Source: Augment CXM - Case Study
Testimonials
"With Augment's real-time tools, I have changed the way I manage my workforce to deliver happier customers"
Jamie Young, Senior Director of Customer Experience at Dyson
"Our agents really love using the product."
Andy Larisch, Director of Digital Messaging at Clearlink
"I haven't taken Augment CXM off of my browser for 2 months."
David Lewy, Senior Vice President at Knoah Solutions
Customer Stories
Leading tire manufacturer
Problem: Struggling to meet CSAT goal
Value Add: Augment CXM helped improve customer satisfaction
Outcome: Hit CSAT goal for the first time
Source: Augment CXM - Case Study
Top electronics brand
Problem: Needed to increase agent productivity
Value Add: Augment CXM provided tools to enhance agent efficiency
Outcome: Agent productivity increased by 31%
Source: Augment CXM - Case Study
Premium appliance brand
Problem: Seeking return on investment from customer experience management
Value Add: Augment CXM provided a solution for improved CXM
Outcome: Achieved 26x ROI on Augment CXM in the first year
Source: Augment CXM - Case Study
Clearlink
Problem: Needed to increase chat revenue
Value Add: Augment CXM provided tools to enhance chat performance
Outcome: Rapid 160% increase in chat revenue
Source: Augment CXM - Case Study
Premium phone producer
Problem: Needed to improve agent efficiency
Value Add: Augment CXM provided tools to enhance agent productivity
Outcome: Increased agent efficiency by 29%
Source: Augment CXM - Case Study
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