CXM

CXM Recording and Quality Monitoring


4.5 / 5
4 reviews


Average Ratings

4 Reviews

  • 4.5 / 5
    Overall

  • 3.5 / 5
    Ease of Use

  • 3 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web
  • Support
    Online
    Business Hours

Vendor Details

  • CXM
  • www.cxmrecord.com/

About CXM Recording and Quality Monitoring

Workforce optimization tools for the contact center. Call recording, quality monitoring, and workforce management.


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CXM Recording and Quality Monitoring Features

  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

CXM Recording and Quality Monitoring Reviews Recently Reviewed!


CXM Software

May 02, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Extremely
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Pros: Able to do live monitoring & listen to recorded calls with somewhat ease. The search function for recorded calls is very detailed & able to narrow down very well. Gives you want you want in that aspect. When purchased, had to do customization, however, was not told everything up front & spent months getting it work like we needed it to.

Cons: Live monitoring will work as long as you stay on top of the updates. The Agent Portal is very cumbersome & very difficult to use & implement. Never was able to customize it that way we were told we could. Support sometimes takes a bit.

Overall: At the beginning was not too bad. Can get frustrating as not local & need to do everything over the phone or via webex session. The Dell Servers have broken down quite a few times & we had to call Dell support to get them in instead of CXM doing the leg work.

Great application for call recordings and quality control.

Apr 17, 2018
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Extremely
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Pros: Great tool for calls recording, agent audits and calls tracking with a high quality audio and easy to set features. I use this tool daily in order to keep track of my agents for voice logs audits and it has saved me a lot of time and money by detecting gaps or suspicious practices among some calls audited. It allows you to edit the recordings which definitely is a plus.

Cons: It will be great to have a more accurate way to rewind and go forward on a recording. Something like a second by second search tool will be of great improvement.

Overall: Amazing tool for call auditing and tracking on high quality recordings.

Makes the work easy!

Jan 16, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I like it because when i have to listen to the recording to confirm everything is good on the order for the customers as the sales representatives something miss some details.

Cons: The appearance of the site is not friendly but once you get use to it you work fast.

It is good but it keeps logging me out and is becoming kind of difficult to do more when this happen

Jun 14, 2018
3/5
Overall

3 / 5
Ease of Use

2 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Extremely
Likely

Pros: Once we found what I need to work is easy to use and I like the way it looks....

Cons: Just when i am not using it and i have to log in again because if i am not using it for a coupe of minutes it just automatically log me out

Overall: To do my job efficiently by assisting my co-workers to obtain the correct information by listening trough the software