Your NPS Score Is a Symptom.
Contact Center Data Reveals the Cause.
When a customer gives you a low NPS score, they rarely explain why. But they often already told you through a call, a support ticket, or a review. Alterna CX connects all of it to show you the real root cause automatically.
Trusted by world's leading customer-centric brands
You Have the Data.
But It Doesn't Talk to Each Other.
A customer submits an NPS score of 4. You want to know why. The context is scattered across a transcript from three days ago, a support ticket from last week, and a one-star review from this morning. None are linked. None are analysis-ready. And even if you dig in, transcripts come as long, messy conversations with mixed topics and no connection to NPS. That is why root causes stay hidden.
Transcripts are unstructured
Touchpoints live in silos
Root causes stay hidden
Analysis arrives too late
Four Steps from Raw Conversation to Clear Action
Alterna CX takes your contact center data through a complete pipeline: from messy, unstructured transcripts all the way to prioritized action recommendations.
Data Cleaning
Raw transcripts, call records, and chat logs are automatically ingested, normalized, and structured. No manual tagging or preparation needed.
Data Analysis
Cleaned conversations are analyzed for topics, sentiment, and patterns across thousands of interactions simultaneously.
Root Cause Identification
Contact center signals are connected with NPS scores, reviews, and support tickets to pinpoint exactly which issues are driving dissatisfaction and by how much.
Action Recommendations
Each identified root cause comes with suggested next steps ranked by NPS impact, so your team always knows where to focus first.
See Exactly Which Topics Are Driving Your NPS Down
Once your contact center data is structured and connected, Alterna CX surfaces the most frequently discussed topics and measures how much each one impacts your NPS. No more guessing where to focus.
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Topic Frequency RankingSee which issues customers raise most often, from urgent requests to product questions.
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NPS Impact per TopicEach topic is scored for its effect on NPS so your team always knows what to fix first.
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Linked User ReviewsEvery topic connects to the actual customer interactions behind it, with full context visible in one click.
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Segment and Channel Drill-DownFilter by product line, customer segment, or channel to pinpoint exactly where the issue is coming from.
Turn Every Root Cause into a Clear Next Step
Identifying the root cause is only half the job. Alterna CX automatically generates action recommendations tied to each finding and helps your team collaborate and execute without switching tools.
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AI-Generated Action RecommendationsFor every identified root cause, Alterna CX suggests specific, prioritized actions ranked by their expected impact on NPS so your team always knows what to do next.
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Cross-Team CollaborationShare findings and assign actions directly to the right team members in Operations, Product, or CX without leaving the platform.
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Send to Your Collaboration ToolsPush action items directly to Jira, Slack, or other tools your teams already use so insights don't get lost in reports and actually get executed.
Get the Right Teams Acting on Insights in Real Time
Move from insight to customer-ready action in minutes, without heavy IT.
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Real-Time AlertsText analytics flags churn risk, safety/quality issues, or spikes in negative themes as they happen.
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Execute Where Work HappensOne-click tasks/cases in Slack, Teams, Zendesk, Salesforce, Jira, or send comms via email/SMS/WhatsApp/in-app.
What You Gain When Everything Connects
Connecting contact center data with NPS, reviews, and support tickets changes how your entire CX operation makes decisions.
Root Cause Recommendations with Actions
Every identified root cause comes with specific, ranked action recommendations so your team always knows what to do next.
Hear the Silent Majority
With oCX methodology, Alterna CX measures satisfaction for customers who never fill out a survey, capturing the true voice of your entire customer base.
Up and Running Fast
Connect your data sources via 100+ ready integrations and go live in days, not months. No lengthy implementation, no complex setup.
All Your Data, One Unified View
Contact center transcripts, NPS surveys, app reviews, and social feedback all merge into a single customer intelligence layer.
Ready to Uncover the Root Cause Behind Your NPS?
See how Alterna CX connects contact center data with every other customer signal to surface root causes and recommended actions, automatically.