Alterna CX
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Overview
Alterna CX unifies customer feedback across reviews, social, surveys, and support channels to reveal prioritized insights and drivers behind experience scores. Its real‑time insights help teams surface and address key experience issues. While some users note the interface feels difficult to adapt, its multi‑source intelligence makes complex customer experience data easier to act on.
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Starting Price
Custom
Alterna CX Specifications
- Customer Relationship Management (CRM)
- Customer Feedback and Surveys
- Alerts/Notifications
- Live Chat
Alterna CX Features
Dashboards And Apps
The software’s interactive dashboards provide tailored views for executives and teams, highlighting NPS/eNPS trends, driver impact, and satisfaction ranks. Users can filter by journey, channel, or segment, analyze feedback, and export insights via email, PDF, or API for seamless reporting.
Close The Loop Automatically
This Alterna CX feature allows real-time alerts to identify churn risks, safety concerns, or negative feedback spikes as they occur. Insight Miner pinpoints root causes and suggests actions with predicted impact, while one-click execution allows teams to act directly in Slack, Teams, Zendesk, Salesforce, Jira, or messaging channels.
Gen-AI That Explains And Recommends
The platform leverages safe Gen-AI to produce executive summaries, identify root causes, and generate prioritized action recommendations. Insight Miner analyzes large datasets quickly, while built-in PII removal, role-based access, and audit trails ensure secure, controlled operations.
AI And oCX
Alterna CX’s pretrained, industry-specific AI models deliver immediate, accurate insights, measuring sentiment and emotion across journeys and transactions. Driver analysis predicts NPS/eNPS impact, while oCX scoring enables survey-free CX measurement. This helps teams prioritize actions and improve customer experience efficiently.
Unified Customer Experience Data Collection
The platform captures feedback from surveys, social channels, chats, and tickets, using 100+ prebuilt integrations. It features templates, audience targeting, and multichannel collection, including email, web, in-app, QR, SMS, CATI, and IVR. This enables teams to launch unified data collection in days.
Pros And Cons of Alterna CX
Pros
Provide multi‑channel feedback aggregation
Supports AI‑driven insight prioritization
Enables real‑time sentiment alerts
Cons
Difficult to learn for new users
No native survey builder; relies on integrations for survey collection
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Frequently Asked Questions
What other apps does Alterna CX integrate with?
The platform integrates with various third-party sites, including Google Reviews, Etsy, Yell, Trustpilot, Zillow.
What language does Alterna CX support?
The software supports more than 100 languages including English.
Does Alterna CX offer an API?
Yes, it offers an API.
Does Alterna CX offer a mobile app?
No, Alterna CX doesn’t offer a mobile app.
What level of support does Alterna CX offer?
Alterna CX offers support through phone and a help form.
What types of pricing plans does Alterna CX offer?
Alterna CX cost typically starts at around $2,000/month for its basic usage plan. Contact us for an Alterna CX cost estimate.
Who are the typical users of Alterna CX?
Typical users include organizations in retail, financial services, insurance, e‑commerce, hospitality, telecommunications, and technology services.