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CHANGE THE EXPERIENCE

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Inspired CX

Happy
customers
happen here.

Standout experiences don’t happen by accident. They’re created through a mix of strong insights funneled into great interactions delivered by dedicated teams. Power your people with RefleCX, the platform that gets them on your customers’ wavelength and keeps them there—so you can convert insights into standout CX.

Inspired CX

Happy
customers
happen here.

Standout experiences don’t happen by accident. They’re created through a mix of strong insights funneled into great interactions delivered by dedicated teams. Power your people with RefleCX, the platform that gets them on your customers’ wavelength and keeps them there—so you can convert insights into standout CX.

TRANSFORMATIONAL CX

Standout experiences
for customer-focused brands.

Real-time measurement On-demand insights Next-level interactions

Reach anyone, anywhere Solutions

Flexible CX Solutions – because one size doesn’t fit all.

Lite

RefleCX
Lite

A lightweight, self-service, post-engagement survey platform. This version is designed to seamlessly solicit structured and unstructured feedback from customer interactions taking place via chat, voice, or email support. This Lite CX Solution also includes closed loop and baseline reporting.

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Core

RefleCX
Core

A customer experience solution that’s anything but basic. From the full functionality of an enterprise solution to the agility of a lightweight platform, Reflecx Core excels at delivering sentiment analysis of verbatim, unstructured responses to social media monitoring and beyond. An engagement solution that unearths core issues of customer interactions at every touchpoint for proactive resolution.

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Enterprise

RefleCX
Enterprise

A full-stack customer experience solution custom-tailored to seamlessly cycle into the customer journey. From sentiment analysis of verbatim, unstructured responses to end-to-end performance reporting and extract, our enterprise solutionists engage and deliver results reducing friction at every touchpoint within customer interactions online or offline.

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CX Simplified

RefleCX
Lite.

Sometimes getting to know your customers is as simple as a quick check-in. This easy-to-use, self-service platform helps you collect survey feedback after customer interactions via chat, voice or email. You also get access to performance reports that help you stay on top of your goals.

CX Simplified

RefleCX
Lite.

Sometimes getting to know your customers is as simple as a quick check-in. This easy-to-use, self-service platform helps you collect survey feedback after customer interactions via chat, voice or email. You also get access to performance reports that help you stay on top of your goals.

REFLECX LITE

CX Simplified.

5-Star Surveys

Insights change
everything.

Every day unsatisfied customers could be costing you business—which means scoring high-quality feedback from them is like striking gold. Customizable 5-Star Surveys from RefleCX get you there quickly and easily, allowing you to dig into valuable insights at every touchpoint.

  • Collect quantitative and qualitative data you can act on right away
  • Gain deeper insights with unlimited responses for broad statistical variables
  • Deliver a unified brand experience through custom colors, logo and URL

Comprehensive Dashboards

Get a million-dollar view.

…at a fraction of the price. Comprehensive RefleCX Dashboards give you the full picture, funneling vital campaign metrics to the right people, so they can understand interactions, identify trends and take quick action. Equip your team with the tools to wow customers, while our powerful deep-learning platform gets to work automating real-time responses and resolutions.

  • Intuitive Dashboards for key metrics by user type
  • Empower your people to resolve issues right away
  • Speed response, analysis and resolution times with automated actions

Real-Time Issue Action & Resolution

Fast remedies to the rescue.

Turning bad days upside down. It’s what good CX is all about. And it’s what your team does every time they deliver a fast, effective fix for your customers. With real-time alerts, coaching and recommendations for resolving incoming issues, you can make sure they knock it out of the park every time.

  • Track high-priority KPIs with automated alerts
  • Customize and escalate notifications based on keywords, KPI’s and more
  • Boost performance through real-time coaching

Performance Reporting

Transform how you perform.

When your data works harder, you can work smarter. With RefleCX reporting extracts, you get a snapshot of customer engagement that helps you stay on top of KPIs and analyze every touchpoint. Access performance trends, sentiment analysis, verbatim feedback and recommended resolutions—and prepare to take your interactions to the next level.

  • Track survey progress with alerts for new, in-progress and closed surveys
  • Analyze overall sentiment of verbatim comments
  • Drill deeper into reporting based on departments, divisions, brands and more

Unlock Proactive Performance

RefleCX
Core.

Get to the heart of customer interactions with RefleCX Core, the CX solution with full enterprise functionality and lightweight platform agility. Dig into a deeper understanding of your customers with fine-tuned capabilities that include sentiment analysis of unstructured feedback, deep dive reporting capabilities and more. Identify, address and resolve issues at every touchpoint for stronger CX and happier customers.

Unlock Proactive Performance

RefleCX
Core.

Get to the heart of customer interactions with RefleCX Core, the CX solution with full enterprise functionality and lightweight platform agility. Dig into a deeper understanding of your customers with fine-tuned capabilities that include sentiment analysis of unstructured feedback, deep dive reporting capabilities and more. Identify, address and resolve issues at every touchpoint for stronger CX and happier customers.

REFLECX CORE

Unlock Proactive
Performance.

  • Multi-Modal, Mobile-ready CX Surveys
  • Unlimited Responses
  • Performance Reporting & Extracts
  • Unlimited Questions
  • Real-Time Issue Action & Resolution
  • Comprehensive, Action-Oriented Dashboard
  • Custom Survey colors, and URL
  • Brand Logo Upload
  • Self Service Survey Builder
  • 25 Question Types

Multimodal Surveys

In-the-moment insights.

RefleCX enables you to send branded, customized surveys to any customer. A lightweight post-engagement survey platform that triggers a quick SMS or Email experience survey after any chat, voice, or email support interaction.

  • Engage customers with easy to use surveys in every channel
  • Gain deeper insights and increase your sample size with unlimited questions and responses

Survey Builder

The beauty of being heard.

From surveys to invitations to thank-you pages, build eye-catching engagements effortlessly—all from one easy-to-use platform. Stay agile with fluid surveys you can update and optimize as business needs shift, customizing from 25 field-tested, results-driven question types. Showcase your company’s deep customer focus by creating a look and feel that uses your logo, colors and custom URL.

  • Iterate, optimize, add and remove questions as your needs change
  • 25 customizable question types, multiple choice, rating scales and more
  • Deliver a unified brand experience through custom logo, colors and URL

Comprehensive Dashboards

Satisfaction in view.

Engaging customers is like walking a tightrope—making sure each one feels heard while keeping an eye on the big picture. With RefleCX Core Dashboards, you get a streamlined, 360-degree view of results, engagement and changes to critical metrics. Best of all, everyone’s view is unique with customized dashboards based on roles and levels. Enable collaboration while keeping sensitive data restricted, so everyone has exactly what they need to crush their goals—no more, no less.

  • Stay on top of critical metrics, such as NPS, CES and CSAT
  • Modify each employee’s dashboard to fit their role, level and information needs

Real-Time Issue Action & Resolution

Speed to smiling customers.

For your customers, good CX is fast CX. RefleCX Core gives you the tools to act upon and resolve incoming issues in real time so you can quickly turn negative experiences into positive ones. Receive up-to-the-minute notifications connected to critical KPIs and customized to your survey data. With automatic escalations, recommended actions and coaching in real time, your team will send them away smiling faster than ever before.

  • Stay on top of critical KPIs with automatic escalated alerts based on negative responses
  • Tailor real-time notifications according to keywords, responses, overall survey scores and more
  • Get recommended actions and coaching to resolve the issue

Performance Reporting

Awareness keeps you
razor-sharp.

Keep customers—and your performance—top-of-mind by regularly checking in on how your team is doing. With RefleCX Core performance reporting, you can easily audit customer engagement campaigns and track critical KPIs across every touchpoint. Track the status of your campaigns, monitor customer sentiment, review verbatim feedback, take recommended actions and dive deeper into granular insights that help you step up your game.

  • Analyze performance trends over time (daily, weekly, monthly)
  • Perform sentiment analysis with keyword data reports and review verbatim comments
  • Get deeper insights specific to departments, divisions and brands

Powerful Insights, Game-Changing CX

RefleCX
Enterprise.

Deliver the best experience possible with RefleCX Enterprise, a full-stack CX solution custom-built to seamlessly cycle into your customer journey. From robust sentiment analysis of unstructured feedback to comprehensive performance reporting, our enterprise solution is built to make your brand shine. Engage stronger, work smarter and reduce friction at every touchpoint.

Powerful Insights, Game-Changing CX

RefleCX
Enterprise.

Deliver the best experience possible with RefleCX Enterprise, a full-stack CX solution custom-built to seamlessly cycle into your customer journey. From robust sentiment analysis of unstructured feedback to comprehensive performance reporting, our enterprise solution is built to make your brand shine. Engage stronger, work smarter and reduce friction at every touchpoint.

REFLECX ENTERPRISE

Powerful Insights, Game-Changing CX.

Dedicated Planning & Launch

Lift off flawlessly.

Launch your engagement platform and get it right the first time with the help of ibex planning and launch experts. We work in tandem with your team to blueprint, integrate, test and launch your RefleCX Enterprise solution. From setting up the right metrics and designing customizations to configuring feedback channels and training your people, we make sure it’s smooth sailing.

  • Iterate, optimize, add and remove questions as your needs change
  • 25 customizable question types, multiple choice, rating scales, dropdowns and more
  • Deliver a unified brand experience through custom logo, colors and URL

Multimodal Surveys

Meet them here and now.

Make sharing feedback quick and easy with in-the-moment engagement that reaches customers on their turf–on the channel and device of their choosing. RefleCX Enterprise multimodal surveys use omnichannel delivery to maximize response and completion rates—and customer insights. Take the pulse of customer sentiment by triggering a quick SMS or email survey after every chat, voice or email interaction. Get even more responses with automated follow-up emails.

  • Engage customers on any channel or device, including mobile
  • Schedule automatic email reminders based on response conditions

Survey Builder

Effortless beyond question.

From quick 5-star surveys to detailed questionnaires, you choose how deep you dig. RefleCX Enterprise survey builder lets you customize engaging interactions or work from predesigned templates, then optimize as you go to address emerging needs. Collect feedback tied to KPIs using 25 tried-and-tested question types, with unlimited questions and responses. Tailor the experience using advanced survey logic. And make every interaction richer by adding images and videos.

  • Ask closed- or open-ended questions, from standard (e.g., multiple choice, ratings, dropdowns) to advanced (e.g., demographics, segmented, multimedia)
  • Prevent data manipulation and improve feedback analysis by defining logic variables and setting rules
  • Upload media files to reference your products, services and brand

Survey Design

A grand slam for your brand.

Going the extra mile for customers builds exceptional CX—and good karma too. Make sure your brand identity is at the center of it all by delivering a unified look and feel across every touchpoint. Highlight your deep customer focus by aligning your survey design with your brand logo, fonts, colors and differentiators. Then level up the visual appeal with unique survey themes and background images.

  • Deliver a unified brand experience that aligns with your corporate identity standards
  • Customize survey themes with background images

Multilingual Platform

Speak their language.

The most engaging brands speak their customers’ language—literally. Customers are more likely to say yes to a survey if they can complete it in their preferred language. Plus, your team is more likely to be successful when given smart, multilingual communication tools. RefleCX is a powerful platform that lets you easily configure surveys in any language from a simple dropdown menu, as well as analyze text in any language. On top of that, your team is empowered to use the platform in the language of their choice.

  • Reach anyone in any language
  • Automatically reconfigure surveys for specific languages
  • Combine and analyze multilingual results in a single data set

Data Security

Readily available, ultra-secure.

Global brands trust RefleCX with their data security and compliance. Keep customer and enterprise data safe while flowing information seamlessly to the right people and groups. Single sign-on security lets employees log in using their corporate credentials. Maintain organizational control and secure storage of all encrypted data while easily managing data access for everyone in the organization.

  • Maintain control and security with single sign-on (SSO)
  • Create custom hierarchy filters to manage who has access
  • Have peace of mind knowing ibex is GDPR and PCI compliant

External Integrations

Insights integrated.

Customer insights are priceless. Make sure every valuable piece is accounted for. RefleCX Enterprise brings it together in one central place for analysis and action. With flexible connectivity to external data and applications, you can quickly and easily import contact lists and other content from your CRM and other systems. When it comes time to analyze the results, RefleCX lets you seamlessly aggregate insights and manage data from multiple sources and applications.

  • Import data from external applications, customer names, emails and phone numbers
  • Integrate with other business applications and systems using flexible APIs
  • Manage, aggregate and analyze data from multiple sources

Comprehensive Dashboards

Dashboards connect the dots.

RefleCX Enterprise Dashboards are your performance panorama, giving everyone the 360-degree view they need to connect the dots between data sets and issues. From tailoring dashboards to each user to goal-setting based on unique KPIs, RefleCX is always highly customizable to your needs. Teams get a unified picture of survey metrics, customer responses and real-time data, while admins can track team activity and use management controls to make modifications.

  • Stay on top of critical metrics, such as NPS, CES and CSAT
  • Modify each employee’s dashboard to fit their role, level and information needs
  • Seamlessly export and share results to present insights or escalate situations
  • Define goals and quickly configure KPIs

Real-Time Issue Action & Resolution

Quick when it counts.

When issues crop up, think of RefleCX as your resolutions right-hand. Automated real-time alerts based on custom preset indicators give your team immediate warning of any potential issues, so you can get a jump start on the fix. Make quick, informed decisions and take the recommended actions to address and resolve issues with ease—turning customers’ negative experiences into opportunities to impress.

  • Customize and escalate alerts based on keywords, survey scores and more
  • Automatically tag issues by category to streamline search and analysis

Performance Reporting

Farewell to bad intel.

Ready to transform your aha moments into memorable ones for your customers? With robust performance reporting from RefleCX, you can identify critical insights and act on them.

Supported by native language text analytics and machine learning, RefleCX Enterprise processes unstructured comments and accurately categorizes them in seconds. Access robust analysis tools through the Cross-Tab module and create custom reports from your scores and calculations, so you can better understand and act on survey data.

  • Automatically analyze verbatim comments and overall sentiment
  • Run “any by any” analysis in milliseconds and view cross-tab results, summary statistics and statistical significance tests
  • Drill deeper into reports based on filters and generate custom ad hoc reports in chart, graph or raw data format

Customer Journey

Light the way.

Make their first interaction with you the beginning of something beautiful. The RefleCX Customer Journey tool gives you an interactive picture of every touchpoint. Analyze, adjust and smooth their experience by taking a closer look at how they connect with your brand moment by moment, every step of the way.

REFLECX

Extras.

Ready to level-up your CX program? With RefleCX's Advanced CX modules, easily integrate cutting-edge capabilities into your RefleCX platform for next-level CX performance.

REFLECX

Extras.

Ready to level-up your CX program? With RefleCX's Advanced CX modules, easily integrate cutting-edge capabilities into your RefleCX platform for next-level CX performance.

Extra

Advanced Integrations

Go with the workflow.

RefleCX's Advanced Integrations enable seamless connection with your existing technology ecosystem. Integrate survey data into CRMs, third-party applications, plug-ins, proprietary tools, and existing business systems. Map every connection and enable your team with real-time CX data when and where they need it.

  • Access a set of flexible APIs for integrating with external applications and data sources
  • Automate workflows by integrating with established systems and processes
Extra

Multimedia Surveys

Their voice, their choice.

If you want customer feedback, make it easy—and familiar. With RefleCX Multimedia Surveys, customers control how they share their experience, enabling more personalized and frictionless moments of truth. Voice-to-text responses save customers from typing out their full experience, while video and photo uploads let them capture issues without worrying about the right words.

  • Voice-to-text enables feedback three times faster than typing
  • Video responses are automatically transcribed for further text and sentiment analytics and reporting
Extra

RefleCX Mobile

Platform in your pocket.

Mobile puts up-to-the-minute insights in your pocket so you can see and manage issues on the go. Get a quick view of everything significant that’s happening across your customer base and ensure no issue is overlooked.

  • Stay connected to your customers, whether you’re working on site or remotely
  • Get up-to-the-minute notifications on your mobile device
  • Tackle issues quickly, anytime, anywhere
Extra

Fraud and Manipulation Reporting

Fight fraudulent
feedback—and win.

From duplicate IP addresses to falsified survey data, it's hard to know which survey results you can trust. RefleCX's Fraud and Manipulation reporting system identifies areas where fraud may be occurring, seamlessly safeguarding the integrity of your survey results.

  • Expedite fraud investigations
  • Prevent negative situations from getting worse
  • Ensure incentives are correctly allocated
Extra

Action Planner

Feedback, fuel forward.

Put your CX data to work with the RefleCX Action Planning module. Craft a comprehensive strategy, delegate action items and track your progress across various teams. Actively monitor KPIs by defining specific targets, objectives and time spans for success.

  • Encourage accountability through assignment ownership
  • Get email updates for action plans in progress
  • Attach and digitally share supporting documents and files
  • Develop a shared library of best practices by issue type
Extra

Multilingual Sentiment Analytics & Categorization

Take A Deep Dive, Then Dial It Up.

Analyze customer feedback & sentiment in near real-time. RefleCX uses deep learning technology to quickly understand verbatim comments and capture customer sentiment through native language text analytics, helping you move from discovery to decision in minutes

  • Classify sentiment in 30+ native languages
  • Analyze AI fueled insights powered by our NLP engine
  • Customize sentiment analysis categories on demand
Extra

Social Media Listening

All of the feedback,
none of the noise.

Did someone complain? Offer a compliment? Ask a question? Build trust and credibility by taking the initiative to respond to social media interactions in real time.
RefleCX makes it easy to be more attentive. Scan all platforms for mentions and get a holistic look at sentiment. Approach customers directly to ask questions or act on feedback with professionalism and a consistent brand voice.

  • Get a unified view of social performance across all channels
  • Reduce response and resolution time by managing all feedback streams
  • Identify common customer insights and quickly cycle information
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