COPC Launches RevealCX 4.0
COPC, a customer experience consulting firm, today released Version 4.0 of RevealCX, providing a new user interface (UI) and user experience (UX) for quality monitoring and business intelligence.
In the new version, the UI and UX have been redesigned to be more modern, straightforward, and interactive. Enhancements include a new navigational menu; a simplified user flow of calibration, administration, reporting, and search modules; and easy-access modal windows for loading new data.
The UI features a role-based, dynamic dashboard displaying performance summaries and business insights specific to five different roles, from agent to executive. The dashboard combines at-a-glance information with drill-down access to detailed information, along with targeted alerts about agent and team performance, calibration tracking and issues, and evaluations completed. This feature also includes a global communications board to disseminate updates to the entire organization.
Users can also now build a rating-scale evaluation form. Key features of the form include customizable section headers and attributes, attribute-level weighting, multipoint scale options, and auto pass/fail options with rating-scale reporting.
"This latest release of RevealCX represents a collaborative process with our clients. The design of the dashboard was developed from one simple question to our clients and key stakeholders: What information do you need right now to take action in your day? The result is a dashboard that not only helps our clients more efficiently monitor their quality program but quickly gives them the information necessary to make operational changes to improve the customer experience," said Kyle Kennedy, president and chief operating officer of COPC, in a statement.
RevealCX is a software-as-a-service (SaaS) offering that companies can use for quality monitoring, to improve the customer experience, increase sales, reduce operational costs, and ensure compliance. Additionally, the solution can be used proactively to gather specific information from customers, such as reactions to new products or corporate policy changes.