Customer experience insights in hours, business results in weeks
Alterna CX is an AI-powered customer experience analytics and Voice of Customer platform. Unify surveys, customer reviews, social media, and support conversations to uncover root causes, understand what drives NPS and satisfaction, and prioritize the actions that matter.
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What Alterna CX does
One AI-powered platform for customer experience analytics
Alterna CX is a customer experience analytics platform that brings structured and unstructured feedback together, applies AI-powered text, topic and sentiment analysis, and helps teams identify experience drivers and prioritize improvements. It supports Voice of Customer programs with insights from surveys, reviews, social media, app stores and service interactions.
NewAlterna 3.0 · Powered by Alterna Agentic
Alterna 3.0: Stop looking for problems. Let them find you.
Alterna 3.0 is the new version of the Alterna CX platform, powered by Alterna Agentic. It listens to every customer conversation, tells you what changed and why, and helps your team act before issues spread.
- Spot itFirst Glance opens your day with the changes that matter, and Anomaly Detection flags every score that leaves its expected range.
- Understand itJourney Deep Dive shows where the journey breaks, What Changed shows which topics moved, and the Customer Experience Assistant answers in plain language.
- Act on itEvery finding comes with a recommended step and the team that should own it. AI voice agents follow up once the issue is resolved.
You're likely facing:
Surveys capture only part of the customer experience. Reviews, social discussions, chats and support tickets provide additional context for action.
Rigid platforms, long integrations, and heavy technical dependencies delay learning what customers say, wasting time, resources, and budget.
Generic AI that only tags feedback adds steps. Teams struggle to quantify text, track true trends, and prioritize, leading to missed revenue, retention, and CX gains.
AI-Powered Customer Feedback Analytics
From 100+ data sources to prioritized actions, automatically
Bring all customer feedback together and turn it into action. Surface root causes with Gen AI, segment your audience automatically, and act on prioritized recommendations. No heavy IT needed.
Interactive product illustration. Metrics and feedback examples are sample data, not customer results.
In this illustrative dataset, subscribers express frustration with usage limits. Pro plan users report hitting daily and weekly limits much faster than expected, disrupting their workflows significantly.
Users dissatisfied with recent changes citing rapid session depletion and inadequate support. Many feel the service has become unaffordable for their needs.
A segment of users share genuinely positive experiences, praising product quality, gifting value, and ease of use. Satisfaction is highest among first-time buyers.
Users frustrated with restrictive usage limits and poor support on the Pro plan, leading to dissatisfaction and subscription cancellations.
Users experiencing frustration with service quality, feeling that support channels are inadequate and response times are unacceptable.
Happy customers who praise product quality, often purchasing as gifts. High loyalty potential and strong NPS contributors.
The Alterna CX Difference
Capture the full voice of the customer
Alterna CX uses surveys as well as 100+ ready sources including reviews, social, chats, and support tickets so you don't miss critical signals.
Turn qualitative into quantified, prioritized actions
Our AI surfaces top experience drivers, quantifies any qualitative text with the oCX (0–10), and ranks what to do next for churn, NPS and conversion
Faster insights, simpler deployment
Prebuilt integrations and proven templates help teams shorten setup time, discover customer patterns faster, and share actionable insights across the business.
Simplify workloads for your tech team from day one
Admin-friendly setup with no custom code, minimal data work, governance built in.
Read Our Latest Success Story
How Ayoba Unified Customer Feedback Across 15+ African Markets
Discover how Ayoba, one of Africa's fastest-growing digital platforms, leveraged Alterna CX to drive product growth and significantly increase user retention across multiple markets.
Frequently asked questions
Questions about customer experience analytics
What is customer experience analytics software?
Customer experience analytics software helps businesses collect, organize and analyze customer feedback and experience data. It reveals trends, drivers of satisfaction or friction, and opportunities to improve journeys, products and service.
How is Voice of Customer software different from survey software?
Survey software collects direct responses. Voice of Customer (VoC) software can bring surveys together with unsolicited feedback from reviews, social media, support tickets and conversations to provide broader context about customer needs. Explore Alterna CX Voice of Customer.
Can AI analyze unstructured customer feedback?
Yes. AI-based text analytics can group recurring topics, identify sentiment and surface patterns in written feedback, such as app reviews, survey comments and service transcripts. Teams should validate findings against their own data and operational context.
How does Alterna CX help identify root causes?
Alterna CX combines customer feedback topics, sentiment and experience metrics to help teams investigate what is associated with a change in performance. Its analysis supports prioritization, while teams validate causes before implementing corrective actions.
What is new in Alterna 3.0?
Alterna 3.0 brings together customer experience monitoring, AI-assisted analysis, action recommendations and reporting to help teams move from insights to action. It is powered by Alterna Agentic, the new backbone for smarter CX decisions and actions. See what's new in Alterna 3.0.
Which teams use Alterna CX?
Customer experience, insights, product, marketing, contact center and operations teams can use Alterna CX to monitor customer signals, align on priorities and evaluate improvements. See customer stories.
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