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Call Center Studio

CX Navigator

7.4 /10

21 Reviews Write a Review

What is CX Navigator?

CallCenterStudio is an advanced cloud-based call center SaaS with premium enterprise features, at an affordable price. Call Center Studio offers you a powerful multi-channel, scalable AI-powered software. It's designed to enrich the experience for both agents and customers.

Company Details

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Awards & Recognition

CX Navigator won the following awards in the Contact Center as a Service - Midmarket category

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2024 Data Quadrant Gold Medalist

Latest Award, 2024

1 Top Rated Capabilities

2 Top Rated Features

Latest Award, 2024

2023 Emotional Footprint Champion

2023

Contract Negotiation
Conflict Resolution

2023

2023 Data Quadrant Gold Medalist

2023

4 Top Rated Capabilities

3 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Contract Negotiation
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

7 Top Rated Capabilities

4 Top Rated Features

2022

CX Navigator Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on CX Navigator.

89 Likeliness to Recommend

1
Since last award

95 Plan to Renew

79 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+91 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love CX Navigator?

5% Negative

0% Neutral

95% Positive

Pros

Reliable
Inspires Innovation
Generous Negotitation
Includes Product Enhancements

Feature Ratings

Average 80

Call Scripting and Call Flow Management

Skills Based Routing

Multi Channel Queue Management

Call Recording

Contact Center Compliance Management

Screen Prompts

Contact Center Analytics

Ticket Management

Knowledge Management

Multi Channel Intake Integration

Workforce Management

Vendor Capability Ratings

Average 83

Vendor Support

Availability and Quality of Training

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Business Value Created

Ease of Customization

Usability and Intuitiveness

Ease of Implementation

Quality of Features

CX Navigator Reviews

Role: C-Level
Industry: Insurance
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted May 2022

Easy to use, cost effective product for CC Operati

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

How We Deliver

CX Navigator

What is CX Navigator?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

CX Navigator Ratings

89 Likeliness to Recommend

1 Since last award

95 Plan to Renew

79 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love CX Navigator?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

CX Navigator Reviews

Easy to use, cost effective product for CC Operati

Likeliness to Recommend

Pros

Title

1
Since last award

1
Since last award

Feature Ratings

Call Scripting and Call Flow Management

Skills Based Routing

Multi Channel Queue Management

Call Recording

Contact Center Compliance Management

Screen Prompts

Contact Center Analytics

Ticket Management

Knowledge Management

Multi Channel Intake Integration

Workforce Management

Vendor Capability Ratings

Vendor Support

Availability and Quality of Training

Ease of IT Administration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Business Value Created

Ease of Customization

Usability and Intuitiveness

Ease of Implementation

Quality of Features