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Early Preview

Early Preview includes new features and enhancements that are actively being worked on and lined up to go live across all customers in the next 3-4 weeks. Our Early Preview runs on a separate URL from live production, and can be visited at https://cx.getcloudcherry.com/preview. All pushes to Preview happen post QA.

Visit What’s New to learn about recent releases that are live.

Last Updated on Jul 13, 2020

Fresh from our kitchen

Check out what’s new from our kitchen, and help shape our product and foster ongoing innovation with your feedback and ideas!

Time widget creation in Global Metric Library
  • Ease of creation of trend and time aggregate widgets with a dedicated workflow in the Global Metric Library.
  • Ability to set up rolling periods easily while creating the widgets.
  • All existing trend widgets will now display the rolling time range they are set up with.
Upload responses
  • A new workflow for CX admins allowing users to create new responses in Experience Management by uploading the data in an Excel file.
  • Ability to set a time zone offset for the data being uploaded to ensure responses are created with the correct date and time stamp.
  • Detailed status post-processing sent via email includes an attachment with details for reasons for failure if any.
N-gram analysis to model open text themes for deep learn training
  • N-gram models are extremely effective in modeling language data.
  • Users can view N-Grams of the “User Comments” question. Along with a count-sensitive visual representation of the results. Users will have the option to chose between bigram, trigram, or quadrograms and also exclude certain words from the analysis. This has been added to the Research Module within Spaces and can be accessed under the Statistical Analysis tab.
DIY usability enhancements in questionnaire builder
  • Usability enhancements in questionnaire builder with added guardrails in place to prevent users from using unsupported characters in Question Text, Group Title, and Answer Options.

What’s Coming Up?

We are always working on bring you new features, enhancements and fixing things.

Here’s a few things coming soon, grouped into Near Term (< 3 months) and Mid Term (3-9 months).

Near Term (< 3 months)

All of the features are committed roadmap items that are in various stages of our dual-track discovery and agile product development cycle.

Post call survey via SMS and email for Cisco Webex Contact Center
Near Term
  • Collect customer feedback using a channel of choice after their interaction with an agent.
  • SMS and Email allow rich feedback collection using multiple rating and open text questions. This will enable deeper text analytics and predictive insights within Experience Management for the collected feedback.
  • These insights will be available for agents as CEA gadgets in Webex Contact Center.
Omni-Channel CEJ gadget for Cisco Unified Contact Center Enterprise
Near Term
  • Ability to view Customer Experience Journey across all channels including Voice, Email, and Chat conversations by an agent.
  • CEJ gadget will auto-update to display customer journey based on the conversation agent is currently engaged in.
Post chat web surveys for Cisco Contact Center Enterprise
Near Term
  • Go beyond voice to listen to your contact center customers omni-channel across their entire journey with you.
  • Insert post-chat web survey feedback to understand how customers interacting through chat felt about the interaction, their overall impression about your brand, and suggestions for improvement.
  • Collected feedback becomes available automatically in the Agent Desktop so that in case of future interactions, your agents can deliver a contextual, personalized experience.
Post email signature surveys for Cisco Contact Center Enterprise
Near Term
  • Go beyond voice to listen to your contact center customers omni-channel across their entire journey with you.
  • Insert a survey link to email interactions with your contact center to understand how customers felt about the interaction, their overall impression about your brand, and suggestions for improvement.
  • Collected feedback becomes available automatically in the Agent Desktop so that in case of future interactions, your agents can deliver a contextual, personalized experience.
Collaborate to deliver great experience via Real-time notifications in Webex Teams
Near Term
  • The best way to address experience gaps is to respond in real-time before your customer takes to social media or other mediums. Experience Management’s real-time notification alerts will be integrated with Webex Teams, enabling you to get notified in a Teams space of your choice.
  • Setup as many rule-based alerts as you’d like for channels across the entire journey, to ensure you’ve got customers fully covered.
  • Huddle your frontline on Webex Teams and close the loop with customers.
  • Collaborate using Webex teams for NPS Outer Loop, identifying systemic improvements needed across different businesses and functions, and driving strategic change.
Notification UX enhancements to ease notification creation
Near Term
  • Ease of creation of conditions with a better understanding of AND / OR logic in between these conditions.
  • Ability to quickly test the created condition on past responses.
  • Ability to add conditions in between existing conditions to allow quick iterations.
  • Ability to go into edit and save as a new notification.
Flat table enhancements
Near Term
  • Extended support for Select Questions in columns for proportion analysis.
  • Handling intersection set better so that all the responses are used to give full coverage for the analysis.
  • Ability to publish Flat tables with the filter of top 'n' rows on any sorted column.
DIY usability enhancements
Near Term
  • Added prompts about usage of questions or answer options across display logic, conditional texts, and notifications.
  • Manage user deletion by re-assigning existing tickets and ticket rules to any other existing user.
Out of the box reporting capabilities in the new Invitations
Near Term
  • Scheduled reports that help analyze aggregated metrics like response rates and completion rates.
  • Analyze these metrics sliced by channels, dispatches, and months.
  • Access detailed logs and enjoy full flexibility to do any analysis via pivot tables in Excel.

Mid Term (3-9 months)

Roadmap items where there is commitment to the problem statement, but active R&D exploration is still in progress. This is a soft commitment to product feature launches, subject to new market learnings.

Experience Management gadgets for Cisco Webex Contact Center
Mid Term
  • Integrate Customer Experience Journey (CEJ) gadget across all channels including Voice, Email, and Chat conversations by an agent.
  • Customer Experience Analytics (CEA) gadget will allow agents to view relevant metrics using customer feedback about them.
  • Quick and easy way to export these gadgets from Experience Management into Webex Contact Center.
Post call survey IVR for Cisco Webex Contact Center
Mid Term
  • Collect customer feedback using a channel of choice after their interaction with an agent.
  • IVR feedback collection will happen in continuation of the call with the agent allowing customers to provide feedback in the context of the recent conversation.
  • These insights will be available for agents as CEA gadgets in Webex Contact Center.
Improvements in flexibility to customize product e-mails
Mid Term
  • All Alert/Notification emails to have a tabular view of response data for better readability.
  • More alerts from Loop Closure.
  • All emails as part of user on-boarding to be revised keeping user context in mind.
  • All error alerts to have more details to enable RCA.
Experience Management Stories for contact center
Mid Term
  • AI-powered Experience Management Stories automatically tracks and alerts significant changes in contact center metrics.
  • View Stories as a series of insights that tell what has changed, what may have contributed, and what should the next actions be.
  • Stories can be annotated to add layers of business context.
Improved multi-lingual support for channels to offer deeper personalization
Mid Term
  • Offer a better experience for your end customers and staff.
Performance improvements to customer journey map
Mid Term
  • Improved load performance and improvements to the interactive visualization of the customer journey map
Voicea integration for real-time and recorded call sentiment and theme analysis
Mid Term
  • Voicea’s transcripts combined with the powerful text and sentiment analysis engine of Experience Management will allow agents to understand the pulse of the customer at a glance.
Integration with Cisco Common Identity
Mid Term
  • Externalize Authentication, Authorization and identity management from Webex Experience Management application and services
  • Users of an org who have been onboarded via CI can use CI to login Experience Management directly

Unplanned

Roadmap items that are possibly exploratory, subject to market needs, customer inputs, engineering exploration or radical innovation that need time to assess.

Benchmark your contact center against others in Cisco's base to set goals and drive improvements
Unplanned
Internationalization support for contact center gadgets
Unplanned
FedRAMP compliance
Unplanned
  • Deploy to Azure’s dedicated government region which is fully FedRAMP certified
  • Enable all federal workloads to run on a single tentant and compliant
Power tools for widget creation and metric library management
Unplanned
  • Quick filters based on chart type to easily get to specific metric in a large list of created metrics
  • Updated metric preview to align the way the metric looks like in the dashboard
  • Easier creation of trend widgets allowing users to define the time period of trend to be shown
  • Auto-height logic based on data density to be built into metric creation with manual override option for both basic and composite metrics
Better actionability and RCA with contextual verbatim for widgets
Unplanned
  • Widgets to show contextual verbatim for better actionability
  • Algorithmic matching of verbatim to detect key attribute
TV mode - High density view with multiple columns of widgets
Unplanned
  • Support for auto refresh for kiosks and TVs
Curated Stories for data storytelling across organization
Unplanned
  • Curated Stories: Users select series of widgets to create compelling data storytelling and collaborate across organization
Export Questionnaire as Word/Sharable link
Unplanned
  • Download questionnaires created in CloudCherry as word file that can be shared for review
QB Sandbox with Version Control, Publish for More Controls on Live Surveys & Change Management
Unplanned
Delight Meter with complex composite indices
Unplanned
Listen to customers using your mobile app with our updated In-App SDK channel
Unplanned
Managing and publishing feedback comments to your website
Unplanned
Omni-channel explorer to discover our 17+ channels
Unplanned
WCAG certification for primary channels
Unplanned
Journey orchestration to tailor journey based on previous experience
Unplanned
Amazon Alexa as a listening channel with ready skill SDK
Unplanned

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