DataNoble Customer Experience Management (CXM) Platform
DataNoble’s technical abilities have grown with the enterprise. We use the latest software development frameworks to build our application and information infrastructure.
The Application
The DataNoble CXM Platform application is our proprietary technology with which we transparently work with your data. Data is captured and reported to you in real-time. DataNoble developed this web application to flexibly suit the ever-changing customer experience needs of our clients. The core software is integrated with several tools that help us collect and process CX data, and help you interact with the data as required by your business intelligence operations. Our application operates in the cloud. Your data is always available to you.
Survey Builder
We use surveys to capture the conversations we have with your clients. Our survey application is built to handle telephonic surveys, electronic surveys (e-surveys), sms surveys and face-to-face interviews. Our system allows for branching and conditions. If you have a question reserved for a predefined group of respondents, or you wish to base a new set of questions dependent on the response to another question, our survey application can facilitate this.
Computer Assisted Telephone Interviews (CATI)
DataNoble’s interviewers conduct telephonic interviews using the DataNoble CXM Platform. We have an integrated Voice over Internet Protocol (VOIP) telephone system. All telephonic interviews are recorded, and each conversation is made available to you via the CXM Platform interface. The interviewers classify their interactions with each record and all their interview activities are logged by the system.
Computer Assisted Video Conferencing Interviews (CAVCI)
DataNoble's CXM Platform is integrated with Microsoft Teams. When respondents elect to conduct their interviews via a video conference call, our system creates the meeting and sends the invitation to the respondent's online calendar.
Customer Feedback Management (CFM)
When an incident is captured, the system sends a notification to the customer experience champion. The incident has a priority level, and a deadline by which it must be resolved. The relevant CX champion uses the application to forward the incident to the colleague that will implement the solution that the respondent requires. The application keeps track. If a resolution has not been logged by the time the deadline arrives, the champion receives a reminder notification, and the timer indicates that the incident is overdue.
Access Control Management (ACL)
Your organisation may have several divisions or teams dealing with different types of queries or feedback data. The DataNoble CXM Platform enables access on a division basis, so that each division can focus on their own set of CX data.
Power BI Data Flow Builder
DataNoble’s real-time reporting methodology allows you to monitor all aspects of your project. The DataNoble CXM Platform integrates with Microsoft PowerBI to give you up-to-date insights into the latest developments of your CX programme.
APIs
The DataNoble CXM Platform has several integrated applications that help streamline the CX programme. We use Application Program Interfaces (APIs) to request tasks from external services. We can connect to your existing services. If you have a system in place, for instance a Customer Relationship Management (CRM) application, we can connect the DataNoble CXM Platform to share data and processing resources. The DataNoble CXM Platform exposes a Representational State Transfer (REST) API for your services to connect to our platform using the OAuth 2.0 authentication flow.
