--- title: "CXMEngine Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about CXMEngine Software - reviews, pricing plans, popular comparisons to other Customer Journey Mapping Tools products and more." source_url: "https://www.capterra.com/p/175876/Relay/" page_type: "product" language: "en" --- # CXMEngine Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on September 16, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) CXMEngine ## What is CXMEngine? OvationCXM, a dba under Boomtown Network Inc., is the Customer Experience Management company helping businesses and their partner ecosystems deliver exceptional customer experiences with complete visibility and precise control so they can own the journey, guide the experience and unleash the benefits. ## What is CXMEngine used for? [Customer Journey Mapping Tools](https://www.capterra.com/customer-journey-mapping-tools-software/)[Help Desk](https://www.capterra.com/help-desk-software/)[Live Chat](https://www.capterra.com/live-chat-software/) Top alternative Featured Overall rating Based on 11 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $990 Other, Per Month Free trial not available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for CXMEngine?[Manage this product listing](https://www.g2.com/products/2bdbfd25-16c5-4a63-8bb8-2a810be0f688/claim_requests/new?auto=true) ## CXMEngine Overview Updated September 2026 AI summary CXMEngine provides customer-facing teams in businesses of all sizes with tools for managing support tickets, live chat, and multi-channel communication. Its features include automated routing, alerts, knowledge base management, self-service portals, reporting, and integration options such as API and chatbot. The software is cloud-based and supports customizable branding and real-time chat across communication channels. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### CXMEngine 4.4 (11) VS. [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting Price $990 Other, Per Month Starting Price $15 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.3 (11) Ease Of Use 4.6 (10) Value For Money 4.4 (10) Value For Money 4.6 (7) Customer Service 4.6 (10) Customer Service 4.7 (5) ## CXMEngine alternatives [4.7 (32)](https://www.capterra.com/p/10031687/Text/#reviews) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [Inxide](https://www.capterra.com/p/237162/INX-app/) [4.6 (10)](https://www.capterra.com/p/237162/INX-app/reviews/) Starting price $0.80 Per User, Per Month Pricing Options Free Trial Free Version User Rating 100% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/237162/INX-app/) [LiveChat](https://www.capterra.com/p/62194/LiveChat/) [4.6 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/62194/LiveChat/) [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) [4.7 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/144040/Tidio-Chat/) ## FAQs about CXMEngine Overview ### Which roles and teams benefit most from CXMEngine? CXMEngine benefits customer-facing teams, business leaders, and operations staff who need to manage relationships and streamline communication. Sales and relationship managers use it to track client interactions, while executives and owners monitor performance. Design, recruiting, legal, and accounting professionals rely on it to organize workflows and maintain consistent customer experiences. Answer based on 11 reviews Overview ### What company size and specific industries is CXMEngine built for? CXMEngine is designed for financial institutions, including banks, credit unions, and fintech organizations, as well as any organization that serves customers and vendors across dispersed ecosystems. The target company size is not specified, but the product is aimed at businesses in regulated financial services and related service-heavy sectors. Features and Usability ### What are the key features of CXMEngine? CXMEngine offers customer experience management with support ticket management, live chat, chat/messaging, and multi-channel communication. It also includes automated routing, alerts/escalation, self service portal, knowledge base management, reporting/analytics, workflow configuration, and integrations through API and third-party integrations. Integrations ### Which third-party tools and platforms does CXMEngine integrate with? CXMEngine integrates with 10 third-party tools across communication, support, scheduling, and CRM, including Asterisk, Freshdesk, Google Calendar, Jira, Meta for Business, Microsoft Outlook, Salesforce Sales Cloud, ServiceNow, Slack, and Zendesk Suite. Getting Started and Support ### What training and onboarding options does CXMEngine offer? CXMEngine provides in person training, live online sessions, webinars, documentation, and videos. In person and live online formats support guided instruction, webinars provide scheduled group learning, and documentation and videos offer written and visual reference for self-paced review. Getting Started and Support ### What customer support options does CXMEngine offer? CXMEngine provides Email/Help Desk, a Knowledge Base, Phone Support, 24/7 Live Rep, and Chat. Support coverage appears broad, but no reviewer feedback is available to describe response times, helpfulness, or common support frustrations. ## Features AI summary Based on 5,135 Customer Journey Mapping Tools reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) CXMEngine includes **Ticket Management** and **Support Ticket Management**, giving support teams a clear way to organize requests, track issue status, and manage customer conversations in one place. However, it does not offer **Real-Time Notifications**. Instead, it provides **Call Center Management** (**39%**), which can help teams handle phone-based support more effectively. Together, these features help businesses respond to customer issues with more consistency and giving teams better control over daily support operations. AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Alerts/Escalation System alerts about the need to escalate an issue or request API Application programming interface that allows for integration with other systems/databases Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Autoresponders Create and automatically send premade copy in response to customer messages Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. CXMEngine 39 features ### All Features - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - API: Application programming interface that allows for integration with other systems/databases - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Autoresponders: Create and automatically send premade copy in response to customer messages - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Canned Responses: Shortcuts for inputting frequently used messages - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Contextual Guidance: Interprets what a user is doing based on context and helps guide them through the process. - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Reports: Alter the layout and content of reports - Document Storage: Store and organize documents in a centralized system - Email Management: Manage, store and organize emails within the system or via third-party apps - Interaction Tracking: Track interaction history by documenting conversations for contacts - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Language: Manage and support multiple languages - Natural Language Processing: Process and analyze human language in text or audio form - Offline Form: Form to collect visitor contact information when live chat isn't available - Personalization: Adjust communications based on previous interactions or personal preferences - Pre-Configured Bot: Existing bot models for AI-based tools commonly used for auditory and textual conversation methods - Prioritization: Arrange tasks based on the level of priority or urgency - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-time Consumer-facing Chat: Engage in direct, instant messaging with consumers - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Transcripts/Chat History: View messages sent by both parties during the chat conversation - Transfers/Routing: Transfer queries and organize messages between agents --- Get Advice We can help you find the software with the features you need. Features 4.5 (11) 4.5 Based on 11 reviews ## Pricing Value for money 4.4 (10) Basic $990.00 Other,Per Month Value for money 4.4 (10) 4.4 Based on 10 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Google Calendar](https://www.capterra.com/p/213340/Google-Calendar/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/)[ Meta for Business](https://www.capterra.com/p/213257/Facebook/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (10) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (10) 4.6 Based on 10 reviews ## User reviews Overall rating 4.4 Based on 11 reviews Filter by rating 5(7) 4(3) 3(0) 2(0) 1(1) Mentioned topic Sorted by most recent AN Anonymous User CEO Banking ### "Worriest Company " 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 February 11, 2020 We have been left for days and weeks with no response or support. Worst service ever! Pros There is not one thing I can say I like- This won't even let me submit Cons Zero Support and bad attitudes. What a joke...... Reasons for choosing CXMEngine No choose!! ! Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Recruiting Coordinator Internet ### "Such an Awesome Software" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 27, 2018 Pros There are so many things I love about this software. I appreciate that it creates an efficient way to weed out the more simple requests that can be answered through AI so that our valuable human resources can focus on the more complex issues at hand. Another thing I like about Relay is how it simplifies and speeds up the support process to save time and energy. Relay is really a great and easy-to-use software. Cons My only minor qualm with the software is the adoption process. It took slightly longer than I expected but had no issues once it was complete. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. EL Erin L. Accounting Financial Services ### "Nice Interface" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 November 27, 2018 It's a good system. Training is definitely needed to start using it. Pros The software sends tickets and shows progress immediately Cons The whole system is massive. It's a bit intimidating at first, and I don't know what over half of it does. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. AN Anonymous User Vice President Computer & Network Security ### "Worth the time and investment" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 November 25, 2018 Pros Competitive price, great support and addressed a tier 1 pain point. Cons A few stumbles in first round training sessions. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. AO Alex O. Owner Food Production ### "Reliable In Depth Reporting" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 21, 2018 Since integrating with Relay we've seen numerous benefits and couldn't imagine going back to our old platform. I hope they continue to build up the platform and increase reporting capabilities. Pros The reporting functionality of Relay is what really sets it apart. With a few clicks I have in depth reporting on the health of my portfolio. This helps me focus on scaling up my business. Cons The communication about new releases can be infrequent. With any new software there are hiccups and we have encountered them. That said, their support has been very helpful with our minor issues. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. AN Anonymous User Content Designer Computer Games ### "This is a great product!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 9, 2018 I love it! My needs are smoothly met. Pros I love the interface and the ease of use. Cons No complaints, I've enjoyed all of the aspects of this software. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. AN Anonymous User Account Executive Computer Networking ### "Relay User" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 7, 2018 Time it takes to solve customer support tickets Pros The thing I like the most about the software is it's relevancy for customer support. It is truly a support platform rather than just another software tool with narrow functionality. Within one piece of software, I can manage inbound customer tickets, look at previous history of tickets, and find answers to issues or questions that customers are running into. Cons The software did require some training to get started and get me feeling comfortable using the system. Once I played around in the software for a day or two, I got the hang of it pretty quick. Like any software you haven't seen before, you have to spend a little time to get accustomed to it but no major hurdles otherwise. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. BS Brad S. Relationship Manager Team Lead Banking ### "Relay" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 7/10 November 6, 2018 Pros Lots of useful features with creating issues, chatting with techs, and seeing live issues. We even have the API integrated with our database so we can see the notes entered Cons My biggest thing I have noticed is when we enter merchants into relay and then try to search for them and they don't show up. Sometimes when its a multi merchants they are combined with the lead and you cant find the other accounts. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. AN Anonymous User Paralegal Law Practice ### "Easy communication" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 November 6, 2018 Pros Great, easy communication. Love the marketing feature. Cons Nothing, found it all around easy to use and had a pleasant experience. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Jeff K. Lead UX Engineer Financial Services ### "Relay is a technology-forward customer service platform " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 July 1, 2018 Pros \- Convenience of tracking every support channel in one place - Relevant integrations (salesforce/slack/jira/zendesk/etc) - Friendly/responsive team behind it Cons \- Steeper learning curve than other CS platforms I've implemented - Could use more levels of user permissions inside the app to better control responsibilities among our end users Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. DH Derek H. President & Co-Founder Financial Services ### "We use Relay as the single software to support all of our customers." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 June 7, 2018 Pros Easy to use simple interface, Automation that actually helps, Great onboarding and customer service whenever I need help, Bots are awesome, Easy multi-tasking, Single queue makes it easy to manage all conversations, Team chat makes it easy to work with vendors, Easy pre-built integrations to other systems and good APIs, Detailed reporting across team performance and ways to make operational improvements, Nice not having to pay per user so the entire team can be on it and work together Cons So many functions sometimes it's hard to use them all, but once you learn it it's great, The bot building interface takes a little bit to get used to it, More flexibility in the platform would be nice (custom views, etc.), Reporting is robust, but I wish I had more control over it to create custom reports from scratch Review source Non-incentivized review: any software user can leave a review for any product listed on our site. 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