CR-X brings CustomerView®, an omni-channel customer analytics application to Vonage customers through a new strategic partnership.

“A partnership with Nexmo is extraordinary because of the combined power that we bring to businesses.  It redefines quality, customer satisfaction, and creates results-based customer journey analytics,” says Joe Galvin, CEO CR-X North America. “We are delighted to be working with the Nexmo team.”

R-X, Inc  (“CR-X”) announces CustomerView® is now available on the Genesys® AppFoundry, a dedicated customer experience marketplace.

“Partnering with Genesys is a natural fit for us.  We add value immediately to the suite of Genesys products and services that are already powerful and recognized as the industry standard.”

CustomerView is the means to examine every part of your customer’s journey. We provide the portal, reporting templates, and tools to create alerts, triggers and filters to pinpoint problem areas or to improve business performance. 

ASN.1 describes records in a ‘compact’ binary format that supports transmission of complex telecom and network data in a minimum of bytes whilst supporting highly optional field population. Pre-agreed ‘record’ definitions include information about field encoding (e.g. string, numeric and date formats), and allows scope for lists, field groups, and sub-lists/sub-groups to be specified.

Where multiple record formats exist in the ASN.1 source files, records can be omitted when not required, and compressed files are addressed natively by CR-X processing.

CR-X’s high performance and versatile data configurations can be generated quickly to support T-Server log processing. Demanding requirements of downstream business applications can be adapted from CR-X’s existing template configurations.

In addition to generating extracts for downstream business applications, additional ‘value add’ processing can be performed across T-Server and related data sources/files. For example, connection identifiers, uniquely generated for each inbound call to a call centre, can be associated with additional values generated by different equipment, or when handset transfers occur between agents. Without such an association, the component parts of an inbound call will be analysed separately instead of being viewed as a whole.

Customer experience (positive, neutral or negative) can also simply be generated from an individual experience over one transaction.

Products like CR-X offer the ability to collect all of the individual interaction and ‘stitch’ them together in an Operational Data Store (ODS).