Frequently Asked Questions.

Synopticom CX is an experience management platform that unifies customer, employee, and market feedback in a single intelligent ecosystem. It combines structured survey programmes, AI-powered interaction analytics, quality auditing, and real-time dashboards giving organisations a complete, connected view of every experience signal across the business.

Most programmes go live within 2–4 weeks. Synopticom operates a software-with-a-service model our team handles survey design, integration configuration, dashboard setup, and respondent management. Your team focuses on acting on the insights, not building the infrastructure.

No. Synopticom is fully managed. We configure integrations, build questionnaires, set up automated triggers, and maintain the platform. Clients typically need only a CX programme owner and relevant stakeholders who review dashboards and act on closed-loop alerts no IT dependency required.

Synopticom works with organisations across banking and financial services, telecommunications, energy and utilities, retail, insurance, and public sector. Our platform is industry-agnostic, but our consulting and benchmarking data is strongest in regulated, service-intensive sectors where customer experience directly impacts retention and lifetime value.

Three core types: transactional surveys (triggered after specific interactions like calls, purchases, or branch visits), relational surveys (quarterly or annual loyalty and satisfaction pulses), and employee surveys (eNPS, engagement, 360° feedback, and onboarding). All surveys are multi-channel delivered via email, SMS, WhatsApp, IVR, in-app, web embed, kiosk, or QR code depending on touchpoint and customer preference.

Synopticom supports feedback collection across every major channel: email, SMS, WhatsApp, Viber, in-app (mobile SDK and webview), post-call IVR, post-chat inline widgets, website embeds, QR codes, tablet kiosks, and even scanned physical correspondence via OCR pipeline. Surveys are tailored per channel short and tappable for SMS, richer for email, conversational for messaging apps while KPIs remain consistent and comparable across all channels.

Synopticom includes a smart frequency capping engine that manages per-customer survey budgets across all channels and survey types. Rules control minimum cooldown periods between surveys, channel priority hierarchies, and maximum invitations per customer per time period. The system ensures you collect representative feedback without over-surveying any individual protecting response rates and customer goodwill.

Core KPIs include Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), the proprietary Global Customer Satisfaction Index (GCSI), and CX Drivers analysis. For employee programmes: eNPS, engagement indices, and 360° feedback scores. All metrics come with benchmarks, trend analysis, and AI-powered driver analysis showing which factors most influence each score.

Synopticom's AI layer performs three functions: text analytics on open-ended survey responses (sentiment, theme extraction, root-cause categorisation), interaction analytics on customer conversations (scoring calls, chats, emails, and letters for quality, emotion, compliance), and automated driver analysis (identifying which factors most strongly influence satisfaction and loyalty). All AI outputs are structured, auditable, and delivered to dashboards not black boxes.

Surveys capture what customers say they experienced. Interaction Analytics captures what actually happened by analysing the full content of every voice call, chat session, email, and letter using AI. It scores sentiment, emotion, quality, and compliance across 100% of interactions, with zero sampling. Together, surveys and Interaction Analytics form two complementary layers: perception (how customers feel) and interaction (what occurred).

Yes. Synopticom's AI models support multilingual analysis across European and Baltic languages, including English, Lithuanian, Latvian, Estonian, Polish, German, and more. Sentiment, theme, and quality scoring work natively in each language no translation step required. This is critical for organisations operating across multiple markets or serving multilingual customer bases.

Synopticom integrates with CRM platforms (Salesforce, HubSpot, Microsoft Dynamics), contact centre systems (Genesys, Avaya, Cisco, Amazon Connect, NICE), helpdesk tools (Zendesk, Intercom, Freshdesk), HR platforms (Workday, BambooHR), BI tools (Power BI, Tableau, Looker), and custom systems via REST API and webhook-based event triggers. Integration is managed by our team as part of the service model.

Yes. Synopticom supports data export via API, scheduled data feeds, and direct connectors to Power BI, Tableau, and Looker. Many clients use Synopticom dashboards as their primary CX reporting layer, while others embed CX data into existing enterprise BI environments alongside financial and operational KPIs.

Synopticom is a cloud-native SaaS platform hosted on EU-based infrastructure. For Enterprise clients with specific data residency or regulatory requirements, we offer dedicated tenant deployments with custom data location configurations. All deployments include end-to-end encryption, role-based access controls, and GDPR-compliant data handling.

Yes. Synopticom is fully GDPR compliant. We act as a data processor on behalf of our clients (data controllers). All data is stored on EU-based infrastructure, encrypted in transit (TLS 1.2+) and at rest, with role-based access controls, regular security audits, and a documented data breach notification process within 72 hours. We also support data subject access requests, right to erasure, and data portability.

All client data is stored on EU-based cloud infrastructure. Synopticom does not transfer data outside the European Economic Area unless explicitly agreed in writing with the client. Enterprise clients can specify data residency requirements as part of their service agreement.

You do. All data submitted by clients to the Synopticom platform remains the exclusive property of the client. Synopticom will not use client data for any purpose other than providing the agreed services. You can export or delete your data at any time.

Synopticom offers three tiers Starter, Professional, and Enterprise based on programme scope, response volume, and feature depth. All plans include the core platform, managed service, and standard integrations. Interaction Analytics (Quality CX 360) is priced per interaction by channel. Contact us for a tailored quote based on your programme requirements.

Standard contracts are annual. CX programmes require time to establish baselines, build momentum, and demonstrate ROI annual commitments align programme cadence with meaningful measurement cycles. Shorter pilot arrangements can be discussed for specific use cases.

Every Synopticom plan includes a dedicated CX consultant who manages your programme from questionnaire design and integration setup to reporting configuration and programme optimisation. This is not a helpdesk-only model. Your consultant is a named CX professional who understands your business, your programme goals, and your data. Enterprise clients additionally receive quarterly business reviews, custom benchmarking, and priority SLA.