Miralix Product Card

Value Proposition

nps.today is the leading NPS and CX-based, omnichannel survey engine for Miralix. This integration lets organizations manage customer satisfaction and loyalty across all your different CX channels with complete automation, avoiding the need for switching between systems, and without the need for major IT projects.

nps.today for Miralix

MEASURE

• Set up and manage branded surveys.
• Set up automated SMS survey triggers based on ended calls in Miralix.
• Map specific Miralix queues, agents, or departments to dedicated nps.today campaigns.
• Capture the Perception Gap (P-GAP) by asking agents to rate interactions before customer feedback is received.

UNDERSTAND

• Make feedback visible for the agent directly in the Miralix client when claiming a call.
• View the customer’s latest rating immediately within the Miralix call notification.
• Gain deeper insights through reason mapping with categorization of free-text responses.
• Track real-time scores and trends using Live Web Dashboards.
• Analyze feedback in your favorite BI system, including the plug & play app for Power BI.

ACT

• Set up automated alerts and notifications based on responses in nps.today.
• Deliver immediate notifications via email or Microsoft Teams to specific employees or shared channels for rapid follow-up.

Key Features

Send Survey

Automated SMS surveys

Surveys are automatically triggered and delivered by SMS after a call has ended. This integration allows for linking surveys to the responsible employee. Specific Miralix queues can be mapped to any nps.today campaigns.

P-GAP (Perception Gap)

When ending a call an automated prompt asking the agent to rate the quality or outcome of the interaction from their own perspective before the customer survey is sent out.

This rating is then compared to the customer's actual rating to determine the Perception Gap (P-GAP).

This captures the agent's subjective view and encourages the agent to immediately reflect on the call. By asking them to rate their own performance while the experience is fresh in mind, it helps build self-awareness about how well they feel they meet the customer's needs.

The data gathered is crucial because it helps managers objectively identify where an agent's perception of their service differs from the customer's reality, leading to more targeted coaching and training.

Campaign Management and Resource Allocation

The integration's configuration is managed within nps.today's campaign management section, enabling precise control over survey assignment and dispatch.

Campaign Overview: You have an overview of all campaigns and the option to delete them.
Filter: You can search for a specific campaign.
Add Resource: You have the option to assign a campaign to, for example, an agent, a queue, a department, or other resources.

This setup ensures the automatic dispatch of SMS surveys after a call is ended and enables the mapping of specific Miralix queues to your nps.today campaigns.

View response data

Response Visibility in Miralix

Customer responses and feedback are displayed directly in the Miralix client for the agent when they are claiming a call.

See the latest cutomer rating already in the call notification.

Understand Feedback

Gain better understanding of customer responses and trends through categorization and tagging (reason mapping) of free-text responses. Live Web Dashboards are available to easily track customer responses, trends, and scores in real-time.

Close the loop

Automated Alerts and Notifications

Set up alarms and notifications that can be sent via email or Microsoft Teams to shared mailboxes, teams, or selected employees for immediate follow-up on both positive and negative experiences.

Version requirement

Important

Miralix v6.4 or above is required for this integration. Miralix v7.2 or above is required for sending surveys after direct calls from an agent.