{"id":10330,"date":"2025-11-16T17:37:13","date_gmt":"2025-11-16T17:37:13","guid":{"rendered":"https:\/\/new.exprivia.it\/voice-of-the-customer-contact-center\/"},"modified":"2026-05-21T20:14:52","modified_gmt":"2026-05-21T20:14:52","slug":"voice-of-the-customer-contact-center","status":"publish","type":"page","link":"https:\/\/www.exprivia.it\/en\/technologies\/experience-360\/voice-of-the-customer-contact-center\/","title":{"rendered":"Voice of the Customer & Contact Center"},"content":{"rendered":"

Solutions for the 360\u00b0 Experience<\/p>\n<\/div>

Voice of the Customer & Contact Center<\/h1><\/div>

The ability to listen to, interpret and manage customer interactions in a sophisticated manner is key to improving service quality, operational efficiency and overall satisfaction. With its Voice of the Customer & Contact Centre<\/b> offering, Exprivia supports organisations in creating modern, scalable relationship models focused on continuous improvement.<\/p>\n

Thanks to Genesys technologies and the advanced features of Comapp (Exprivia Group)<\/b>, the Contact Centre becomes a true experience hub: every conversation \u2014 whether voice, digital or text-based \u2014 is captured, analysed and routed intelligently. Comapp enables organisations to enhance their operational model with advanced dashboards, service metrics, contextual insights and analytical tools that help anticipate customer needs and intervene in processes in real time.<\/p>\n

Voice of the Customer<\/b> systems also enable the analysis of feedback, sentiment and interaction quality, transforming data from contact channels into levers for strategic decision-making and service optimisation.<\/p>\n

Exprivia combines platform, process expertise and experience design to create Contact Centres integrated with CRM and enterprise systems, offering an end-to-end, personalised and data-driven relationship model.<\/p>\n<\/div>

<\/span><\/div>

Discover ComApp: an Exprivia Group company and Genesys partner.<\/h3><\/div>
COMAPP<\/span><\/i><\/a><\/div><\/div><\/div><\/div>

FAQ \u2013 Solutions for Voice of the Customer & Contact Centres<\/h4><\/div>

<\/i><\/i><\/span>What is Comapp\u2019s role within the contact centre?<\/span><\/a><\/h4><\/div>
\n

Comapp adds an advanced level of data analysis, monitoring and visualisation: customised dashboards, performance indicators, insights into customer behaviour, and tools for optimising interaction management in real time.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>How do Genesys and Comapp work together to enhance the customer experience?<\/span><\/a><\/h4><\/div>
\n

Genesys manages omnichannel orchestration, whilst Comapp analyses the data generated by the contact centre, providing insights into customer sentiment, service quality and areas for improvement. Together, they enable a faster, more consistent and personalised service model.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>Can the Contact Centre be integrated with Salesforce or other enterprise CRMs?<\/span><\/a><\/h4><\/div>
\n

Yes. Exprivia provides structured integrations with Salesforce and other CRMs, enabling agents to access real-time contextual information and improve the personalisation of their responses.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>What operational benefits does a Comapp-supported contact centre model offer?<\/span><\/a><\/h4><\/div>
\n

Reduced processing times, greater visibility into performance, rapid identification of bottlenecks, improved resource planning and the ability to take proactive action on service issues.<\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>How does Exprivia support the evolution of the Voice of the Customer model?<\/span><\/a><\/h4><\/div>
\n

Through analysis, configuration of the Genesys platform, integration with business systems, definition of quality metrics, and a continuous approach that links insights, operations and customer experience strategy.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>

<\/i>

Find out more about the solutions<\/p>\n<\/div>

<\/div><\/div>
Customer Relationship Management<\/span><\/i><\/a><\/div>
Design Thinking<\/span><\/i><\/a><\/div>
Digital Channels<\/span><\/i><\/a><\/div>
Digital Workplace<\/span><\/i><\/a><\/div>
Customer Data Platform<\/span><\/i><\/a><\/div>
Full 360\u00b0 Experience Package<\/span><\/i><\/a><\/div>
<\/span><\/a><\/span>
<\/i>

Contact us!<\/h3><\/div>

Are you interested in our solutionsVoice of the Customer & Contact Center?<\/p>\n<\/div><\/div><\/div>

Speak to one of our experts<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"parent":10373,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"100-width.php","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"class_list":["post-10330","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nVoice of the Customer & Contact Center - Exprivia<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.exprivia.it\/en\/technologies\/experience-360\/voice-of-the-customer-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Voice of the Customer & Contact Center\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.exprivia.it\/en\/technologies\/experience-360\/voice-of-the-customer-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Exprivia\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-21T20:14:52+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/technologies\\\/experience-360\\\/voice-of-the-customer-contact-center\\\/\",\"url\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/technologies\\\/experience-360\\\/voice-of-the-customer-contact-center\\\/\",\"name\":\"Voice of the Customer & Contact Center - Exprivia\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/#website\"},\"datePublished\":\"2025-11-16T17:37:13+00:00\",\"dateModified\":\"2026-05-21T20:14:52+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/technologies\\\/experience-360\\\/voice-of-the-customer-contact-center\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.exprivia.it\\\/en\\\/technologies\\\/experience-360\\\/voice-of-the-customer-contact-center\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/technologies\\\/experience-360\\\/voice-of-the-customer-contact-center\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Technologies\",\"item\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/technologies\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Experience 360\",\"item\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/technologies\\\/experience-360\\\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Voice of the Customer & Contact Center\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/www.exprivia.it\\\/en\\\/\",\"name\":\"Exprivia\",\"description\":\"Digital. 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