CSG Xponent Reviews & Product Details

I like how CSG Xponent is designed for customer journey orchestration, offering capabilities to limit calls to customer service and enhancing the customer experience levels. I'm especially interested in its next best offer use cases. The platform's trigger-based design allows us to feed all our data into it, enabling us to create customer journeys efficiently. As we navigate the implementation phase, I find the setup to be manageable with no surprises so far. Review collected by and hosted on G2.com.

Currently, the technical level required to build the customer journey seems quite high for ordinary business line people. We need the people with more technical skills. Maybe that can be simplified a bit. Review collected by and hosted on G2.com.

The weekly call updates provide valuable information about the support tickets we have submitted, as well as details on all upcoming maintenance and new releases that may impact our line of business. These updates also cover any new features that could potentially make it easier for both our customers and employees to navigate the platforms, ultimately helping our company operate more smoothly. Review collected by and hosted on G2.com.

I find it frustrating to have to repeatedly log into each site because of the timeout feature. While I understand this is for security reasons, I wish the time period before being logged out was longer.

I wish the scorecard viewer was more defined because the numbers sometimes don't match up to what our local markets come up with in the data warehouse in there software systems. Review collected by and hosted on G2.com.

I use CSG Xponent to reach customers in real-time with low latency via the IVR channel. The web-based portal is very handy, allowing us to troubleshoot issues quickly. It's great that it allows non-technical analysts to review call results, record input, and metadata quickly and efficiently without relying on back-end databases. I appreciate how CSG Xponent allows us to engage more deeply with our customers through our 'enriched call' program, delivering personalized notifications, asking questions about customers' intent, and ultimately optimizing operations. CSG support team, especially Melissa Tabor and Jody Pritchett are extremely valuable to us, addressing any concerns, enhancements, and questions quickly and effectively. Review collected by and hosted on G2.com.

Sometimes calls fail or are cancelled without clear reasons why. Calls get marked as 'bad number' when they are actually valid, or don't appear in the portal without clear reason. Review collected by and hosted on G2.com.

It is great for reducing the FTE needed to reach our customers while being flexible enough to ensure we can control volumes. Implementation was very collaborative and for our use case was not a heavy lift. Review collected by and hosted on G2.com.

It can be difficult to keep up with TCPA, which can result in tight deadlines in implementing major changes. Review collected by and hosted on G2.com.

CSG Xponent makes it easy to build a powerful and professional communication routing environment, enabling highly relevant customer journeys with just a few clicks and basic JavaScript knowledge. Beyond the platform itself, the CSG team consistently demonstrates a depth of knowledge and level of dedication that is truly unmatched. In my two-decades expertise I've never experienced that until I met CSG. Their business understanding, flexibility, and collaborative approach make them feel like a trusted partner rather than just a vendor. Review collected by and hosted on G2.com.

Because Xponent is so flexible and powerful, there can be a learning curve when you first start designing more advanced routing logic or custom journeys. That said, this is far outweighed by the support from the CSG team, who are always willing to collaborate, explain trade-offs, and help tailor solutions when something isn’t immediately available out of the box. Review collected by and hosted on G2.com.

Ease of configuration, use and reporting capabilities Review collected by and hosted on G2.com.

Sometimes it's out of sync with our field service management software causing invalid or inaccurate customer notifications Review collected by and hosted on G2.com.

The platform’s ability to connect to heterogeneous data sources is a standout. We successfully integrate Databases, REST apis and message queues into a single workflow without friction into a robust highly reliable Rules Engine which can handle complex logic to filter, transform and take the next best action as required by our campaign strategies. Review collected by and hosted on G2.com.

The platform's extreme flexibility can be a double-edged sword. We had to develop our own internal best practices and governance models to impose guardrails for building efficient graphs/workflows. It allowed us to debug easily and maintain workflows at scale. Review collected by and hosted on G2.com.

CSG’s IVR solutions have created access for our program participants and enabled customer engagement and operational efficiency. The inbound voice capabilities quickly route customers to the right agents or self-service options, reducing resolution times, and offering a secure, user-friendly experience. The DTMF options make sure that all participants can interact in a manner in which they are comfortable. The experience is available in multiple languages, increasing access to a diverse population. Review collected by and hosted on G2.com.

The customer support is very responsive in the event any challenges arise, which they rarely do. Review collected by and hosted on G2.com.

I like that CSG Xponent is easy to use and self-serving. I appreciate the reporting tools and analytics, as they add great value. Review collected by and hosted on G2.com.

Our company has opportunities to add more components. Review collected by and hosted on G2.com.

The CSG team is what makes the product. Customer Support is first in class. Review collected by and hosted on G2.com.

No dislikes at this time, CSG had made the expierence and product seemless. Review collected by and hosted on G2.com.