Cisco Webex Experience Management is a Customer Experience Management (CEM) platform, enabling you to see your business from your customers' perspective and their experience with the brand. Experience Management powers customer journey mapping, text analytics, and predictive modeling using the feedback collected from customers via different channels such as email, SMS, and IVR.
Experience Management also allows handling of Personally Identifiable Information (PII) about a customer in a sensitive manner by avoiding storing PII data on the platform.
With Experience Management integrated with Unified CCX:
Administrators can configure post-call surveys to collect feedback directly from customers.
Administrators can configure and add gadgets that can be viewed on the Finesse desktop. The gadgets can display Customer Experience Journey of the customer calling in or aggregated feedback data about agent or supervisor performance.
Agents and supervisors can view the pulse of the customers using industry standard metrics such as NPS, CSAT, and CES or any other custom KPIs.
Currently, you can have surveys only for inbound ICD calls.
For an overview about Experience Management, see Experience Management Overview.
For more information on the voice survey, see Experience Management Voice Survey.
For more information on the SMS or email survey, see Experience Management SMS or Email Survey.
For more information on PII data handling, see Experience Management PII .