cemax - customer experience solutions

COMPANY PROFILEJuly 2016

Company Confidential

BUSINESS FOCUS

CEMax delivers a complete suite of innovative and powerful solutions that enhance Customer Experience Management, Customer Engagement and Voice of the Customer services.

CustomerExperience

CustomerEngagement

Voice of theCustomer


Intuitive and easy-to-use suite of applications for all your customer experience management activities.COMPLETE WORKING ENVIRONMENT

People-Ready Technology | Complete Suite of Apps | Tailored Solutions | Industry Expertise


CEMax offers a triple-bottom-line value proposition that enables businesses to extract value across the entire scope of customer interactions and for each of the supply chain departments.

OUR VALUE PROPOSITION

Streamline your daily operations, open organization communication channels, standardize processes, analyze KPIs and ensure regulatory compliance across the organization.

MANAGERGain insight from customer interactions, enhance customer experience, strengthen your brand reputation, improve quality of services and products, and identify new sales and marketing opportunities.

MANAGEMENTCreate an efficient and productive environment by providing service professionals with a full suite of ready-to-use, intuitive, customer-centric, service request and feedback applications.

USER


CEMax KEY STRENGTHSInnovative TechnologyThe CEMax integrated platform includes built-in business intelligence, text mining, adaptive workflow, self-improvement and AI capabilities.

Reliable, Field Proven SolutionCEMax solutions are in use by dozens of medium to large scale organizations with hundreds of end users.

Expertise and Know-HowCEMax makes sure you get the right solution to meet your business needs and objectives.

Tailored Turn Key ProjectsCEMax supports the full project life cycle from needs assessment, software customization, workforce management, professional training and ongoing technical support.

CEMAX COMPANY PROFILE

INDUSTRY SOLUTIONS


INDUSTRY SOLUTIONS

Banking & Finance

Government

Hotels & Leisure

Healthcare

Insurance

Automotive

Manufacturing

Retailers

CEMax solutions are suitable for a wide range of industries and market verticals.


CUSTOMER EXPERIENCE MANAGEMENT


CEMax Customer Experience Management (CEM) solutions help your organization to build a positive relationship with customers, strengthen brand loyalty and promote a long term customer life cycle.

ABOUT CEMax CEM

CEMWeb Portal

Dashboard Analytics

& Reports

AdaptiveWorkflow

KnowledgeManagement

CorrespondenceEngine

Social MediaInteraction

Enterprise FeedbackManagement

Multi-ChannelInsights / Inbox


CUSTOMER BENEFITSImprove Products & ServicesGain insight about customer needs and wants, identify product defects and learn about the features your customers’ value.

Analyze Customer InteractionsUtilize a full suite of reporting and analytic tools including full drill-down capabilities and root-cause analytics

Engage With Your CustomersImprove your customer experience across a wide range of customer interaction media.

Gain Insight from CustomersUnderstand your customer needs, pains, preferences and behaviors to identify the key drivers of customer dissatisfaction.

Optimize Workflow ProcessesCreate efficient task assignment, workflow and activity monitoring processes to ensure a fast response and effective use of resources at each level of operation.

Increase Self ImprovementGet customer feedback from your customers and learn how to improve daily operations for each business unit and service level.

www.c-m-x.com

“The CEMax CEM based solution proved to be a critical success factor in the implementation of our “Letter of Guarantee Policy”. We are confident that we can now offer a true customer experience for all Isrotel guests by ensuring the highest level of service possible”

Rafi Sadeh, Managing Director, Isrotel


APPLICATION MODULES


TECHNOLOGY PLATFORM

AdaptiveWorkflow

Social MediaInteraction

CorrespondenceEngine

WebPortal

Enterprise feedbackManagement

KnowledgeManagement

Analytics& Reports

ExecutiveDashboard

Business Applications Analytics

SocialMedia

Phone

Mobile

Fax

Letters

Email

UnifiedInbox

Communication


The CEMax Unified Inbox is a centralized hub that unifies communications across many types of media to simplify customer communication and enrich the customer experience.

UNIFIED INBOX

Letters

Email

Live Chat

Social Media

Messaging

Faxes

Voicemail

QR barcodes

NFC & iBeacon


The CEMax workflow engine generates an SLA procedure for each customer service request with scheduled tasks, escalation plan and auto-response notifications and alerts.

ADAPTIVE WORKFLOW ENGINE

Work Planner

Task Scheduler

Activity Tracking

Alerts and Notifications

Automated Responder

Exception Handing

Self-Improvement


The CEMax Correspondence Engine streamlines routine communication with customers by generating an automated, personalized response for predefined or scheduled tasks and activities.

CORRESPONDENCE ENGINE

Ready-to-Use Templates

Custom Variables & Fields

Multi-Channel Distribution

Digital Signature

Mailing Lists

Multilingual Support

History Archive


The CEMax Service Management console is a complete ticketing management and work collaboration application. Users can open and close tickets, assign tickets to employees and view the ticket status for each service request.

SERVICE MANAGEMENT CONSOLE

Task Scheduler

Task Notification

Live Chat

Search Engine

Compensation

Service Ticket Reports

Employee Feedback


The CEMax portal provides remote users with direct access to all customer service data. The CEMax portal enables branch managers, legal advisers and customer service representatives to interact directly about any support issue.

CUSTOMER ENGAGEMENT PORTAL

Secure Access

Task Management

Dashboard & Reports

Customer Tickets

Knowledge Management

www.c-m-x.com

"We have empowered our dealers to solve problems on the spot, without sending customers to an endless series of recorded messages at some far-off call center. We have eased many processes and policies, working for efficiency and time to market… and we have made some important changes help them serve their customers. ”

President & CEO Volkswagen of America, Inc


CEMax reports enable you to analyze customer activity, identify service bottlenecks, and detect product faults, measure customer satisfaction and strengthen loyalty.

DASHBOARD ANALYTICS & REPORTS

Service Reports

Activity Dashboards

Role based KPI Monitoring

Customer Sentiment Reports

Report Templates

Custom Reports

AI Reporting


The CEMax Knowledge Management module contains all organizational information including customer information, standard operating procedures, service policies, task procedures, reports and archived data.

KNOWLEDGE MANAGEMENT

Fast and Easy to Use

Up-to-Date Information

Categorized FAQs

Search Engine

Content Publishing


CEMax enables customer to interact with your business via all major social media sites. Find out which social media sites your customers use, add customers to your network and post product or service information to your customers.

SOCIAL MEDIA INTERACTION

Social Media Monitoring

Content Sharing

Customer Engagement

Reports & Statistics

Self-Learning and Improvement


PROFESSIONAL SERVICES


CEMax solutions are backed by a wide range of professional project management servicesPROFESSIONAL SERVICES

Software Customization

System Integration

Planning & Design

Technical Support

Training

www.c-m-x.com

“With the CEMax CEM Suite we are able to have a meaningful feedback dialog with our customers, we helped each other in a wonderful inspiring journey. We have the ability to deliver an immediate response to all kind of our customers feedback"

CEM Department Manager,Bank Leumi


For further information about CEMax solutions contact:Contact Information

Websitewww.c-m-x.com

Telephone 513 501 6045

Ziv RiezmanChief Executive Officer

[email protected]

Thank You