Page 4 - Topbox Proposal for Marriott - Final

ABOUT TOPBOX
Deployed across your entire customer communications eco- system, the Topbox Omni-Channel Customer Experience (CX) Analytics solution aggregates your calls, chats, surveys, emails, product reviews, web feedback and more – regardless of communication platform provider – for discovery and deep analysis
of customer friction points.
Benefits
n Product/Service improvement n Brand sentiment awareness n Support optimization
n Operational efficiency
Features
n Omni-channel
n Multi-lingual
n Unique aggregation/normalization
process
n Leverages unstructured &
structured data
n Intuitive visualizations
n Industry-specific modules
n Integrated QA & Performance
modules
n Hosted in AWS
n PCI and SOC2 compliant n Highly configurable
n Subscription pricing
n Unlimited users
Why Invest in Topbox?
81% of companies expect to compete mostly or completely on the basis of Customer Experience within two years
– GARTNER
72% of businesses name improving customer experience as their top priority
– FORRESTER
The corporate world has become keenly aware of the need for a proactive and holistic approach to improving the entire customer experience. This has resulted in three new business realities:
n Increasing pressure on the contact center to understand customer perceptions of products, business processes, and brands.
n Growing demand from across the organization for direct access to customer experience data that affects their business function(s).
n The rise of the Customer Experience or Voice-of-the-Customer team, department, or executive, who have been charged with transforming the organization into a customer-first culture.
At the same time, points of contact between consumers and brands have exploded beyond the walls of the contact center. Most of these channels are monitored and analyzed separately, with a growing assortment of technologies, by different business functions that
all have their own objectives and KPIs.
CX leaders need a way to aggregate data from customer touchpoints across the organization, and view it through a single lens of total customer satisfaction.
The Topbox Customer Experience Analytics platform provides the solution.
CONFIDENTIAL 4