Customer Experience (CX)

Quantica Technologies helps organizations enhance client, citizen, beneficiary and employee experience by delivering actionable insights and analytics. Our solutions enable federal agencies and multilateral banks to capture and analyze feedback across multiple channels, improving satisfaction, engagement, and overall performance. We specialize in implementing technologies that provide a 360-degree view of the customer journey, allowing for more informed decision-making and superior customer experiences.

Customer Feedback Collection

Implement tools and processes for capturing both qualitative and quantitative feedback, using AI to analyze and understand customer sentiments, ensuring your organization addresses issues proactively.

Experience Monitoring and Evaluation

Continuously measure and optimize customer interactions across touchpoints to drive improvements in satisfaction and loyalty. Utilize real-time data to track and respond to customer needs.

CX-Focused Research Projects

Conduct in-depth research and deploy surveys across various channels to gain insights into customer behavior and preferences, guiding strategic CX initiatives.

Employee Feedback

Employee Experience: Enhance the employee experience by gathering and acting on feedback across multiple channels to improve organizational culture and service delivery.

Omni-Channel Data Capture and Publish

  • Capture signals at any touchpoint along client or beneficiary journeys
  • Combine experiential with operational data
  • Deploy multilingual surveys across multiple channels
  • Distributed decision making, feedback and ideas collection in real time
  • Use machine learning for text analytics at scale
  • Publish interactive reports and dashboards

 

Products

  • Multichannel feedback collection – web, email, intranet, SMS, mobile
  • CRM to track survey recipients and demographics
  • Customer Support and Service Delivery: Support systems, customer workflows, and service delivery
  • Digital Transformation: technology modernization, cloud, digital tools, solutions design and maintenance
  • Automated feedback collection based on triggers
  • Data Analytics – interactive dashboards and reports on multiple technologies
  • Case management for survey follow up
  • Case Management Systems: Track and resolve customer cases or inquiries, feedback loops.

Software as a Service

Salesforce CRM

ServiceNow

DonorPerfect CRM

 

 

Feedback Collection

Medallia

Qualtrics

Microsoft VBA automation

Analytics

Microsoft PowerBI

Salesforce Einstein

Tableau

Alteryx