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AX

Agent Experience

Transform Feedback into Excellence

Elevate your customer experience with HeadsUp CX. Seamlessly integrated with Genesys Cloud, our tool turns every piece of feedback into a stepping stone towards service perfection.

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Introduction to HeadsUp CX

HeadsUp CX: Your Genesys-Linked Feedback Engine

Begin a new chapter in customer experience with HeadsUp CX, where every comment and rating is an opportunity for growth. Deeply integrated with Genesys Cloud, our platform is designed to capture, analyze, and respond to customer feedback in real time, ensuring that no voice goes unheard and every insight is acted upon.

Omni-channel Feedback Collection

Seamless Omni-Channel Feedback: EveryChannel, Every Voice

In today’s connected world, customer feedback comes through various channels. HeadsUp CX collects insights across voice, email, SMS, and web chat, ensuring you meet your customers where they are. By capturing feedback right after the interaction, we help you maintain the context and emotional immediacy of the customer’s experience.

Real-Time Analysis and Service Recovery

Real-Time Insights: Act on FeedbackInstantly

The value of feedback is in its immediacy.With HeadsUp CX, negative feedback triggers immediate Service Recovery alerts,allowing your team to act swiftly. This proactive approach can transform aone-time critic into a lifelong fan by addressing concerns before theyescalate.

Advanced Features for In-Depth Insights

Deep Dives with Advanced Analytics

Unlock the full story behind your customerfeedback. HeadsUp CX offers advanced features like sentiment analysis andthematic categorization, providing you with a deeper understanding of yourcustomers’ needs and emotions. These insights allow you to fine-tune yourservices and elevate customer satisfaction to new heights.

Customer Success Stories

Proven Success: Stories of Transformation

Hear from clients who have transformedtheir customer experience with HeadsUp CX. From dramatically improved responserates to reduced call times and costs, these testimonials are a testament tothe power of effective feedback management.

Merchants CX
Pick-n-Pay
Woolworths
Cell-C
Massmart
Merchants CX
Pick-n-Pay
Woolworths
Cell-C
Massmart

Unlocking Engagement and Customer Satisfaction

"As a manager overseeing a team of 200+ agents, maintaining high levels of engagement has always been a challenge. Since implementing HeadsUp AX, we've seen a remarkable transformation. Our LEADER scores have improved across the board, leading to a 15% increase in customer satisfaction ratings. It's like HeadsUp gave us the secret sauce to employee engagement and customer happiness."

- Sarah M, Call Center Manager, Technology services

Reducing Turnover with Predictive Insights

"In the financial services industry, trust and employee morale are everything. HeadsUp AX has not only helped us identify areas of improvement but has also provided actionable insights leading to a 25% reduction in employee turnover. The predictive analytics on churn risk have been a game-changer for us. It’s an investment that pays for itself many times over."

- Jason L, CEO, Financial services

Fostering a Safe and Supportive Workplace

"Introducing HeadsUp AX into our contact center operations was initially about improving engagement scores. However, what we got was so much more. The wellness reporting feature has been instrumental in addressing mental health and workplace safety issues proactively. It's not just a tool; it's become a vital part of our culture, ensuring our workplace is safe, inclusive, and supportive."

- Angela R, HR Director, HealthCare

Enhancing Team Dynamics in a Remote World

"Transitioning to remote work posed significant challenges for our team's engagement and productivity. HeadsUp AX's seamless integration and real-time feedback system allowed us to maintain, and even improve, our team dynamics in a virtual environment. The detailed bi-annual surveys give us deep insights, making every decision data-driven. It's as if HeadsUp was tailor-made for us."

- Mark T, Operations Lead, IT Services

Bridging the Gap Between Employee Motivation and Customer Happiness

"Since adopting HeadsUp AX, the linkage between employee engagement and customer satisfaction has never been clearer. Our agents are more motivated, our customers are happier, and we've seen tangible improvements in our NPS scores. The success stories feature has inspired our teams to innovate in ways we hadn't imagined. HeadsUp AX isn't just a platform; it's a catalyst for continuous improvement."

- Emily C, Customer Experience Officer, Retail

Chart Your Course to CX Mastery

Ready to harness the full potential of customer feedback? With HeadsUp CX, the insights you need to lead in customer experience are just a click away.

Start with HeadsUp CX