New Product - Voice + Chat Data + Email Data

Hello, Juan!
 

The new projects in the CX module—Voice, Chat, and Email—are designed to centralize how you bring external interaction data into Qualtrics for deep analysis. Each serves a specific purpose depending on the channel you're trying to measure. 

Voice Projects are built for the heavy lifting of call center data. They use industry-standard protocols like SIPREC and CTI to capture audio from telephony platforms. This is particularly useful for enterprise-level contact centers that need to ingest large volumes of call recordings for transcription and sentiment analysis. It’s designed to handle the complexity of on-prem systems while prepping the data for AI-driven insights.

Chat and Email Data Projects (often called Non-Voice OXM Projects) function a bit differently. These are batch-processing powerhouses that act as an ETL (Extract, Transform, Load) pipeline. They use a guided wizard to help you pull data from vendors like Salesforce, Genesys, or NICE CXOne. Instead of streaming in real-time, they run on a schedule to map your external data into a standardized Qualtrics schema. This makes your operational reporting much more consistent since all your non-voice interactions are formatted the same way. 

-LP 😬