Alterna 3.0: What's New?
Alterna 3.0 is the new version of the Alterna CX platform. It brings together customer experience monitoring, AI-assisted analysis, action recommendations and reporting to help teams move from insights to action. It is powered by Alterna Agentic, the new backbone for smarter CX decisions and actions. The highlights are First Glance, Anomaly Detection, Journey Deep Dive, What Changed, the Customer Experience Assistant, sharing and export options and AI voice agents that help close the loop with customers.
Customer experience signals are spread across call center conversations, survey comments, app reviews, chat and social posts. Finding the one that matters often means going through dashboard after dashboard and building reports by hand.
Alterna 3.0 is designed to turn that around: it brings the changes that matter to you, helps you understand where and why they happen, and helps your team act before issues spread.
Stop looking for problems. Let them find you.
Alterna 3.0 Overview
The new features follow the way a CX team works: spot the change, understand it, then act on it.
See what changed, before it spreads
- First GlanceYour homepage, opening with the changes that matter
- Anomaly DetectionFlags every score that leaves its expected range
Find where it breaks, and why
- Journey Deep DiveScores every journey stage and highlights the break point
- What ChangedWhich topics customers talk about more or less
- Customer Experience AssistantAsk in plain language, get the root cause
Turn the answer into action
- Recommended actionsA next step and the team that should own it
- Reporting and sharingTeams, Slack, presentations and exports
- AI voice agentsFollow up with customers once the issue is resolved
Alterna Agentic: The New Backbone for Smarter CX Decisions and Actions
Alterna Agentic is the AI layer that runs across Alterna 3.0. It cleans and analyzes customer conversations, unifies them with the rest of your customer feedback, powers the Customer Experience Assistant and helps close the loop with customers through AI voice agents.
Conversation analysis
Alterna Agentic cleans and analyzes customer conversations, so what customers say on the phone can be measured too.
Unified CX insights
Call center conversations come together with surveys, social media, app reviews, chat and email feedback in one view.
Customer Experience Assistant
Ask in plain language. Get the root cause, the affected customers and the next best action.
AI voice agents
Follow up with customers once an issue is resolved and capture how they feel.
Alterna Agentic in action
A 60-second look at how Alterna Agentic finds the problem, explains the root cause and helps close the loop with your customers.
First Glance: Start the Day With What Matters
Alterna checks every score and every segment, every day. First Glance is a personalized homepage that highlights important changes, key metrics, affected segments and suggested actions. Instead of starting the day with a search, your team opens Alterna to the changes that need attention.
Still looking for problems?
See how First Glance brings the changes that matter to you, how Journey Deep Dive shows where the journey breaks, and how a finding becomes an action.
Anomaly Detection: Catch the Change You Did Not Expect
Anomaly Detection flags every customer experience score that leaves its expected range. In the Anomaly Stream, each flagged change shows the segment it affects and how far it is from the expected value, so your team can look into it before it spreads.
Journey Deep Dive: Find Where the Journey Breaks
Journey Deep Dive scores each stage of the customer journey using topic mapping and highlights the break point, the transition where the score drops the most. It also shows the most complained-about topics at that stage, so teams know where to focus first. Journey Deep Dive works with the journey stages and topic mapping configured for your organization.
For each stage, the User Feedbacks panel shows what customers say, and the Decision Matrix labels each topic as Fix first, Plan, Watch, Protect or No call. The rule behind the labels is written right under the table.
Costs 5+ points and mentioned in 10%+ of comments: fix first. Smaller cost: plan or watch. Positive impact: protect. Under 30 comments: no call.
Illustrative Journey Deep Dive view. Figures are sample data used to demonstrate the product workflow.
What Changed: Which Topics Are Customers Talking About?
What Changed shows which topics customers talk about more or less, and how that moves sentiment. A rise in mentions and its effect on sentiment are shown side by side, so you can see both how much more a topic is discussed and what that did to sentiment.
Customer Experience Assistant: Ask, Understand, Act
The Customer Experience Assistant, powered by Alterna Agentic, lets you ask questions about your customer experience data in plain language. The answer brings together the root cause, the affected customers and the next best action.
Why did ATM experience drop by 12 points?
Illustrative example with sample data.
From Finding to Action
Every finding comes with a recommended step and the team that should own it. With Create action, a finding becomes an action with a title, a description, an assignee, a priority, a due date and the linked metric.
All actions come together in Action Management, where you can see open actions, the ones assigned to you, unread updates and overdue items. Each action keeps the metric value and the response count (n) from the moment it was created, an evidence trend, comments and a history, so you can follow what happened after the decision.
Reporting and Sharing: Get Findings to the Right Team
An insight that stays on one screen changes nothing. Share findings in Microsoft Teams, Slack and presentations, or export them to HTML, CSV and XLSX.
Slack
Presentations
XLSX export
CSVCSV export
HTMLHTML export
AI Voice Agents: Close the Loop With Your Customers
Fixing an issue is only half the job. The customers who were affected often never hear that something changed. With AI voice agents, Alterna 3.0 follows up with customers once the issue is resolved and captures how they feel.
One Signal, End to End
Here is how the pieces can work together on a single issue.
Spot
Anomaly Detection flags the ATM score for Premium customers as outside its expected range, and First Glance opens the day with the alert: ATM experience dropped by 12 points.
Understand
The Customer Experience Assistant explains that cash withdrawal errors increased after the latest ATM software update, and that 1,240 Premium customers are affected.
Act
The recommended action, reviewing the software update and evaluating a hotfix or rollback, is assigned to ATM Operations and shared with the team in Microsoft Teams.
Close the loop
Once the issue is resolved, AI voice agents follow up with the affected customers and capture how they feel. The team keeps tracking the experience trend.
Illustrative scenario with sample data.
From Insight to Action
Alterna 3.0 is built for CX teams that want to spend less time looking for problems and more time solving them. First Glance and Anomaly Detection bring the changes that matter to you, Journey Deep Dive, What Changed and the Customer Experience Assistant help explain them, and recommended actions, sharing and AI voice agents help your team act on them.
Explore the highlights of Alterna 3.0 or request a demo to see it on your own CX data.
Frequently Asked Questions About Alterna 3.0
What is Alterna 3.0?
Alterna 3.0 is the new version of the Alterna CX platform. It brings together customer experience monitoring, AI-assisted analysis, action recommendations and reporting to help teams move from insights to action. It is powered by Alterna Agentic, the new backbone for smarter CX decisions and actions.
What is Alterna Agentic?
Alterna Agentic is the AI layer that runs across Alterna 3.0. It cleans and analyzes customer conversations, unifies them with the rest of your customer feedback, powers the Customer Experience Assistant and helps close the loop with customers through AI voice agents.
Which data sources can Alterna 3.0 unify?
Alterna 3.0 unifies call center conversations with surveys, social media, app reviews, chat and email feedback, so every channel feeds one view of customer experience.
What is First Glance?
First Glance is a personalized homepage that highlights important changes, key metrics, affected segments and suggested actions.
What is the difference between Anomaly Detection and What Changed?
Anomaly Detection flags every score that leaves its expected range. What Changed shows which topics customers talk about more or less, and how that moves sentiment. In short, Anomaly Detection tells you that a score moved outside its expected range, while What Changed shows how the topics customers talk about are shifting.
What is Journey Deep Dive?
Journey Deep Dive scores each stage of the customer journey using topic mapping and highlights the break point, the transition where the score drops the most. It also shows the most complained-about topics at that stage so teams know where to focus first.
What does the Customer Experience Assistant do?
The Customer Experience Assistant lets you ask questions about your customer experience in plain language. It answers with the root cause, the affected customers and the next best action.
How can findings be shared?
Findings can be shared in Microsoft Teams, Slack and presentations, or exported to HTML, CSV and XLSX.
What deployment options are available for Alterna 3.0?
Alterna 3.0 is being developed with cloud and on-premises deployment options in mind. Contact the Alterna CX team to discuss the availability and technical requirements relevant to your organization.
How can I see Alterna 3.0?
You can click through the interactive product tour in about two minutes, or request a 30-minute online demo with a CX expert, built around your channels and priorities.
