AI TOOL PROFILE
Alterna CX Review: Customer Experience Analytics Platform
- Customer Support
- Analytics and Reporting
- Enterprise companies
- Mid-market companies
- Customer support teams
- Customer experience professionals
- HR departments
Pricing
Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
At a glance
- Best for
- Enterprise companies, Mid-market companies, Customer support teams, Customer experience professionals, HR departments
- Key use cases
- Unifying Fragmented Feedback, Contact Center Root-Cause Analysis, Quantifying Qualitative Data, Employee Experience Monitoring
- Integrations
- Salesforce, Zendesk, Hubspot, Shopify, Slack
- Official website
- Visit alterna cx official website
How AI is used
Alterna CX is a customer experience platform designed to centralize feedback from various sources, including surveys, social media, and support tickets. It uses machine learning to turn qualitative text into quantitative scores, which may help businesses identify drivers behind their NPS and retention rates.
The tool is designed for enterprise-level users, such as CX professionals and HR leads, who manage large volumes of interaction data. It includes capabilities for contact center analytics, which analyze call and chat transcripts without the need for manual tagging.
Buyers should note that the platform is positioned for mid-market and enterprise companies, with a focus on high-scale data integration. It provides security features such as SSO and PII controls to support compliance requirements.
Before adopting the platform, businesses should evaluate if their current data volume justifies an enterprise-grade tool and confirm how the AI-generated recommendations fit into their existing operational workflows.
Key Features
Multi-channel Feedback Aggregation
Collects and unifies data from over 100 sources, including app stores, social media, surveys, and support tickets.
oCX Scoring
A machine learning-based system that quantifies qualitative feedback on a scale from 0 to 10.
Gen-AI Insight Miner
Analyzes large datasets to perform root-cause analysis and suggest prioritized actions.
Contact Center Analytics
Automatically processes call, chat, and complaint transcripts to extract structured insights.
Predictive NPS Impact
Uses driver simulation analysis to predict how specific changes may affect NPS or eNPS scores.
Use Cases
Unifying Fragmented Feedback
Combining reviews, social posts, and survey responses into a single view of the customer journey.
Contact Center Root-Cause Analysis
Analyzing interaction transcripts to find recurring issues without manual tagging.
Quantifying Qualitative Data
Converting open-ended customer comments into numerical scores to track experience trends.
Employee Experience Monitoring
Applying the platform's analytics to internal feedback to support eNPS tracking.
Integrations
- Salesforce
- Zendesk
- Hubspot
- Shopify
- Slack
- Microsoft Teams
- Jira
- Google Play
- Amazon App Store
- Trustpilot
- SurveyMonkey
- Qualtrics
- Power BI
- Looker
FAQ
What does Alterna CX do?
- It aggregates customer feedback from surveys, social media, and support tickets, using AI to quantify this data and identify the drivers behind customer satisfaction.
Who is the intended buyer for Alterna CX?
- The platform is designed for mid-market and enterprise companies, specifically for customer experience, HR, and digital excellence professionals.
How does it handle contact center data?
- It automatically analyzes call, chat, and complaint transcripts to uncover root causes without requiring manual tagging by staff.
What security features are included?
- The platform supports SSO (SAML 2.0 / OpenID Connect), AES-256 encryption at rest, PII masking, and audit logs.
Source category: Customer Support
Source subcategory: Analytics & Reporting
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