Welcome to the Call Recording Revolution
Contact Center
Office
Teleworker
Customer eXperience Monitoring & Management
CXM Version 6 Now Available!
1
BETTER CUSTOMER EXPERIENCE
Every time a member of your team communicates with a customer, it’s either a golden opportunity or a potential loss of business.
Call recording and quality monitoring means more happy customers and less churn.
2
A STRONGER TEAM
Strategic call recording trains team members to handle calls in the most positive and strategic ways.
CXM provides both supervised and self-monitoring, keeping your team sharp, and enhancing employee satisfaction in the process.
3
REDUCE YOUR RISK
Call recording means you always have a record of customer and employee interactions.
It’s the essential, low-cost protection you need to handle liability claims or lawsuits.
SUPERIOR CUSTOMER EXPERIENCE
CX • CSat • OSat • NPS • CES
Choose your modules and features.
Train team members. Delight customers.
CALL RECORDING
With CXM call recording systems and software, you can record your phone calls quickly and easily — without breaking the bank. Comply with new policies and government regulations while improving customer experience and enhancing your bottom line. + More
SCREEN RECORDING
Pair screen recording with call recording to get the full picture of your team's performance. CXM synchronizes audio and video playback from inbound and outbound calls, so you can comprehensively review staff performance and customer interactions and responses. + More
LIVE MONITORING
Give managers and supervisors a variety of real-time views and insights into how team members are handling customer interactions RIGHT NOW. Live Monitoring is the foundation of Quality Monitoring — the technologies needed to increase customer experience (CX), overall customer satisfaction (OSat), and company revenues. + More
PERFORMANCE EVALUATION
Get a crystal-clear view of team member performance, then help them make continuous improvements to their customer interactions using CXM Agent Evaluation (Scorecard), with built-in Coaching and E-learning features. + More
PCI & HIPAA COMPLIANCE
Protect your organization against data breaches and achieve PCI and HIPPA compliance by capturing everything you need, and nothing you don’t. CXM ConForm prevents sensitive information from being recorded by automatically pausing whenever a customer shares sensitive information (credit card numbers, security codes, social security numbers, etc.), then automatically resuming immediately after. While screen recording, sensitive data does not appear on screen or get recorded. + More
SPEECH ANALYTICS
Gather key business intelligence via real-time or post-call listening to every customer interaction. Our speech analytics solution analyzes your choice of calls across all communication channels: calls, chat, email, and social. + More
Valerie M.
VP Customer Acquisition & Retention
Large Government Contractor
We do a lot with the Department of Defense and have extremely strict regulatory requirements from the Federal government. CXM was the only provider that met every spec on our RFP, which was extensive. We had serious concerns we might not find a solution with our list of demands.
When it comes to CXM, “No" doesn't seem to be in their vocabulary. A rare standard for a vendor.
Keith P.
Director Customer Service
Texas Municipality
We installed CXM a year ago and have already seen a 15% increase in our CSAT & OSAT KPI metrics. Our city uses the Call Recording and Screen Recording modules, along with Agent Performance Evaluation-Coaching and Speech Analytics.
After upgrading to version 6, we've been very pleased with the overall functionality and user-friendliness.
Matt T.
IT Manager, Customer Service/Support
Regional Healthcare System
CXM is critical to our hospital, and outlying clinics.
Support is great when we need it, and vital to our business.
I highly recommend CXM to any health care organization.
Contact Center and IT Leaders trust CXM
What makes CXM the right choice?
Customer eXperience Monitoring & Management solutions from CXM help optimize customer experience, enhance employee engagement, and boost analytics-enabled insights into customer interactions and contact center operations.
OUR PURPOSE
Our company purpose is embedded in our name: CXM
We equip you with vital tools for world-class
Customer eXperience Monitoring & Management
with excellent return-on-investment.
We empower some of the largest call centers in North America, but our solution is modular and scalable for any size business — with or without a call center.
Industry News & Articles
CXM software can be implemented anywhere and everywhere.
CONTACT US
CONNECT WITH US
CXM Headquarters
5600 Northwest Central Drive, Suite 102
Houston, Texas 77092
Email us at cxmsales@cxmrecord.com
Call Toll Free: 1.866.400.4296