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Unified CX Platform Hero

Unified Customer Experience Platform

Bring all customer feedback together and turn it into action. Surface root causes with Gen AI, segment your audience automatically, and act on prioritized recommendations. No heavy IT needed.

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Integrations 100+ data sources
Connected
Amazon
Amazon
Reviews
TikTok
TikTok
Comments
X (Twitter)
X (Twitter)
Comments
Available Integrations
Google Reviews
Google Reviews
Connect
Instagram
Instagram
Connect
Facebook
Facebook
Connect
Zendesk
Zendesk
Connect
Salesforce
Salesforce
Connect
+
95 more
Topic Analysis NPS impact by topic
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✓ Show 10 ▾
Kindness
97.6
Attitude
89.3
Accurate Info
85.7
Service Quality
71.4
Delivery Time
63.0
Quality
25.9
Product Price
-18.9
Price Level
-15
Delivery Time NPS Trend Monthly NPS · avg 63
2025-09 2025-10 2025-11 2025-12 2026-01
Delivery Time
Insight Miner AI-powered analysis
AI Generated Summarization for 38 responses:
1. "Usage Limits and Subscription Issues"
Generated from 19 reviews

Many users express frustration with Claude's limits. Pro plan users report hitting daily and weekly limits much faster than expected, disrupting their workflows significantly.

Generation Date: 26-03-2026 10:09
2. "Service Limitations and Customer Dissatisfaction"
Generated from 8 reviews

Users dissatisfied with recent changes citing rapid session depletion and inadequate support. Many feel the service has become unaffordable for their needs.

Generation Date: 26-03-2026 10:09
3. "Positive Product Experience and Satisfaction"
Generated from 11 reviews

A segment of users share genuinely positive experiences, praising product quality, gifting value, and ease of use. Satisfaction is highest among first-time buyers.

Generation Date: 26-03-2026 10:09
AI Generated Segments for 38 responses:
1. "Frustrated Pro Users"
Generated from 17 reviews

Users frustrated with restrictive usage limits and poor support on the Pro plan, leading to dissatisfaction and subscription cancellations.

Possible Actions: Increase usage limits for Pro users, provide clear communication about limit policies.
Generation Date: 26-03-2026 10:09
2. "Dissatisfied Service Users"
Generated from 10 reviews

Users experiencing frustration with service quality, feeling that support channels are inadequate and response times are unacceptable.

Possible Actions: Improve support responsiveness and provide clearer escalation paths.
Generation Date: 26-03-2026 10:09
3. "Satisfied Buyers and Gift Givers"
Generated from 11 reviews

Happy customers who praise product quality, often purchasing as gifts. High loyalty potential and strong NPS contributors.

Possible Actions: Nurture this segment with loyalty offers and referral incentives.
Generation Date: 26-03-2026 10:09
AI Generated Action Recommendations for 38 responses:
1. "Customers are dissatisfied with usage restrictions..."
Root Cause: Recent plan changes imposed restrictive usage limits without adequate communication or support.
Action Recommendations: Revise usage limits to align with customer needs. Improve communication and support channels.
Generation Date: 26-03-2026 10:10
2. "Service quality gaps are driving churn..."
Root Cause: Lack of responsive human support and unclear refund/cancellation policies eroding trust.
Action Recommendations: Introduce live chat support. Publish clearer policy documentation and proactively contact dissatisfied users.
Generation Date: 26-03-2026 10:10
3. "Positive segment can be leveraged for growth..."
Root Cause: Strong product quality perception among satisfied users is underutilized for referrals and reviews.
Action Recommendations: Launch a referral program targeting satisfied users. Encourage positive reviews on Amazon and Google.
Generation Date: 26-03-2026 10:10
Customer Experience Data Collection
Unified Customer Experience Data Collection

Customer Experience Data Collection

Design surveys and ingest unstructured feedback at scale to create a truly unified customer experience. Collect reviews, social, chats, tickets via 100+ ready integrations. Live in days, not months.

Transaction based feedback across customer and employee journeys
Templates, audience targeting, survey prioritization and communication flows
Multichannel collection (email, web, in-app, QR, SMS, CATI, IVN)
See Our Integrations
Unified Data Section

Unify data from every source into one view

Connect feedback from surveys, reviews, support tickets, social media, and internal systems to build complete customer profiles and identify patterns across touchpoints.

Unified customer footprints: Automatically link reviews, survey responses, support tickets, call center transcripts, and social media comments to individual customers or employees.
Cross-source analysis: Combine Google Play reviews, NPS surveys, CRM data, call center interactions, and social posts for a 360° view of each customer journey and campaign impact.
Root-cause discovery: Find recurring themes across channels (e.g., "checkout issues" in app reviews + support tickets + social complaints) and prioritize fixes by unified impact.
Action from unified insights: Generate targeted interventions based on complete customer context (not isolated data points) with predicted impact on NPS/eNPS, oCX, retention, and conversion.
Unified CX Platform
Call Center Section
Call Center Topics

Find the Root Cause Faster with Contact Center Analytics

Automatically analyze call, chat, and complaint records to uncover the root causes behind customer issues, without manual tagging or guesswork.

Call, chat and complaint record analysis: Ingest transcripts and written records from every channel and extract structured insights at scale.
Automatic data cleaning and analysis-ready preparation: Raw, unstructured interaction data is normalized and standardized automatically before any analysis begins.
Custom topic categorization: Define the topic taxonomy that matters for your business, from product issues to service channel complaints, and let the AI classify at scale.
NPS prediction from interactions: Estimate customer satisfaction and loyalty scores directly from call and chat records, without requiring a separate survey.
Enrichment with previous customer history: Merge contact center data with past feedback, reviews, and survey responses to build a complete picture of every customer journey.
Uncover Root Causes Faster
Machine Learning Analytics Section

AI & oCX - quantify what matters, fast

Pretrained, industry-specific models surface accurate insights instantly to power your unified customer experience, while driver simulation analysis predicts NPS/eNPS so teams know what to fix first.

Pretrained, industry-specific AI models that are accurate out-of-the-box.
Driver analysis that quantifies impact on NPS/eNPS (and optionally conversion/retention).
oCX (0–10): measure CX without surveys — Watch 2-min explainer
Sentiment & emotion (joy, confusion, anger) by journey and transaction.
AI & oCX Analytics
Workflow Trigger Section
Gen-AI Interface

Gen-AI that explains and recommends

Turn insight to action with safe Gen-AI: generate executive summaries, recommended fixes with expected impact, and answer ad-hoc questions about customer feedback to improve your unified customer experience.

Insight Miner: Granular analysis and actionable insights in seconds across large datasets with no SQL or manual slicing.
Root-cause analysis: Pinpoints the drivers behind CX changes, isolates affected segments/journeys/channels, and quantifies impact on NPS/eNPS (and oCX 0–10).
Action recommendations: Prioritized next steps with expected impact/effort; link to playbooks and one-click create tasks/cases.
Safety & control: Built in PII-removal services, role-based access, audit trails, and optional human-in-the-loop approvals.
Dashboard Analytics Section

Dashboards & Apps

Role-based views turn insights into action so execs align on outcomes and teams fix what matters first.

Executive overviews: NPS/eNPS, driver impact, and trends
Team workspaces: Feedback Analysis, Satisfaction Ranker, and Close-the-Loop
Built-in filters: journey, channel, segment
Export & share: email/PDF, BI handoff with APIs
Dashboard Analytics Visualization
Click to zoom
Close the Loop Section
Close the Loop Automation

Close the loop automatically

Move from insight to customer-ready action in minutes—without heavy IT.

Real-time alerts: Text analytics flags churn risk, safety/quality issues, or spikes in negative themes as they happen.
Insight Miner → action: Drill down to root causes, then generate recommended actions with expected impact (NPS/eNPS, oCX 0–10, conversion, retention).
Execute where work happens: One-click tasks/cases in Slack, Teams, Zendesk, Salesforce, Jira, or send comms via email/SMS/WhatsApp/in-app.
Security & APIs Section

Security & APIs

Enterprise-grade security with open, well-documented APIs—so you integrate fast without heavy IT.

Security & Governance

SSO (SAML 2.0 / OpenID Connect)
Encryption: in transit (TLS 1.2+), at rest (AES-256)
PII controls: masking/, field-level policies, retention windows
Audit logs, IP allowlisting, admin approvals

APIs & Webhooks

REST APIs for data in/out; webhooks for events (alerts, cases, actions)
Auth: OAuth 2.0 (client credentials) or API keys; per-scope tokens
SDKs: JavaScript & Python; OpenAPI/Swagger spec; versioned endpoint
Integration Apps Section

Integrate with 100+ Data Sources

Testimonials Section
"Alterna CX enabled us to identify the root causes of satisfaction and dissatisfaction almost in real time. We can also observe trends at each touchpoint and take real-time action."
Chief Marketing and Digital Officer
Kingfisher
Read Case Study
"Alterna CX allowed us to personalize the in-store experience for everyone, from sneakerheads to impulse buyers. We unified structured and unstructured feedback. Moreover, we decreased top customer issues by 20% and increased NPS by 24 pts."
Customer Experience Group Manager
Carrefour
Read Case Study
Ford
BNP Paribas
Garanti BBVA
Hepsiburada
Ayoba
Media Markt
Kingfisher
Carrefour
Mavi
Akbank
Sompo Sigorta
Koçtaş
Ford
BNP Paribas
Garanti BBVA
Hepsiburada
Ayoba
Media Markt
Kingfisher
Carrefour
Mavi
Akbank
Sompo Sigorta
Koçtaş
oCX Reports Section

oCX Reports

With oCX reports, we aim to unveil key insights and emerging trends in customer experience across different industries and regions. Explore our reports to gain valuable insights into these dynamic industries and discover what drives customer experiences.

US Neobanks oCX Report

US Neobanks oCX Report February 2025

Comprehensive analysis of over 40 digital banks with 130,000+ customer reviews, comparing neo vs traditional banks and breaking down major players in the evolving financial landscape.

South Africa Everyday Apps oCX Report

South Africa Everyday Apps oCX Report April 2025

Featuring 40+ South African apps across finance, communication, delivery, and retail sectors with 210,000+ customer reviews analyzed from February 2024 to March 2025.

EMEA Neobanks oCX Report

EMEA Neobanks oCX Report May 2025

Analysis of 40 neobank apps across the EMEA region with 130,000+ customer reviews, featuring performance insights and key trends with top performers like Starling Bank, M-Pesa, and Kuda.

Rest of Our Reports
Success Story Section - Ayoba

Read Our Latest Success Story

Ayoba Success Story
Success Story

How Ayoba Unified Customer Feedback Across 15+ African Markets

Discover how Ayoba, one of Africa's fastest-growing digital platforms, leveraged Alterna CX to drive product growth and significantly increase user retention across multiple markets.

11M → 40M
Active User Growth
#1
Customer Experience in South Africa
40% → 66%
Retention Rate
Read the Full Story Rest of Our Success Stories
Personalized Demo Section

Get a Personalized Demo with Your Data!

Join category‑leading companies and start driving growth, reducing churn, and building loyalty with Alterna's AI technology!

Assess Your oCX Score

Gain insights into your company's oCX score and compare it with those of your competitors.

Identify Areas for Improvement

Discover the specific areas where your company struggles and uncover opportunities for growth.

Improve Brand Perception

Use insights to strengthen your brand's reputation and increase positive customer sentiment.

See Alterna CX In Action

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