One system of record
If an existing ticketing system is in place, CX360 can integrate with it, but one system of record must be agreed per case process.
Scope
What is included, and what is not
CX360 complements your existing websites, apps, portals, core banking and telephony.
Included
- WhatsApp micro-surveys with CSAT, CES and NPS
- Rule engine and consent controls
- Website, onboarding, app or portal and call-centre touchpoints
- Channel analytics and automatic feedback classification
- Case management with SLAs, escalation and a full audit trail
- Customer 360° profile, RCA, CAPA and CX Improvement Register
- Executive, CRM, officer and supervisor dashboards, plus a standard report catalogue
- API and webhook gateway, with monitoring, retry and reprocessing
- Role-based access, data minimisation, consent and retention controls
- Role-based training, documentation, warranty and annual maintenance
Not included
- Replacing websites, apps, portals, core banking or telephony
- KYC or financial transaction processing
- Historical data migration
- Legacy-system remediation or new features inside source channels
- Kiosk hardware and multi-branch rollout
- WhatsApp and SMS message fees, paid directly to the provider
- Other messaging channels and specialised regulatory complaint reporting
Optional add-ons
- Branch touchscreen kiosk or QR survey
- SMS survey channel
- AI and predictive analytics (future)
If an existing ticketing system is in place, CX360 can integrate with it, but one system of record must be agreed per case process.
The integration method, real-time API and webhook or scheduled exchange, is decided after technical assessment.
Questionnaires, SLA policies, hosting and commercials are confirmed during discovery.
Explore
Check what covers your question
Pick a topic to see what is included, what is an optional add-on, and what stays outside CX360.
- WhatsApp micro-surveys with CSAT, CES and NPSIncluded
- Rule engine and consent controlsIncluded
- Other messaging channelsNot included
- SMS survey channelOptional add-on
- Website, onboarding, app or portal and call-centre touchpointsIncluded
- Branch touchscreen kiosk or QR surveyOptional add-on
- Kiosk hardware and multi-branch rolloutNot included
- Replacing websites, apps, portals, core banking or telephonyNot included
- New features inside source channelsNot included
- Case management with SLAs, escalation and a full audit trailIncluded
- Customer 360° profile, RCA, CAPA and CX Improvement RegisterIncluded
- Specialised regulatory complaint reportingNot included
- Channel analytics and automatic feedback classificationIncluded
- Executive, CRM, officer and supervisor dashboards, plus a standard report catalogueIncluded
- AI and predictive analytics (future)Optional add-on
- API and webhook gateway, with monitoring, retry and reprocessingIncluded
- Optional sync with an existing ticketing or CRM systemIncluded
- Historical data migrationNot included
- Legacy-system remediationNot included
- KYC or financial transaction processingNot included
- Role-based access, data minimisation, consent and retention controlsIncluded
- Role-based training, documentation, warranty and annual maintenanceIncluded
- WhatsApp and SMS message fees, paid directly to the providerNot included
Why it matters
CX360 is built to complement what you run. Being clear about what stays outside it is part of getting it right.
Message fees stay with your provider
WhatsApp and SMS message fees are paid directly to the provider. They are not part of the CX360 scope.
Key notes
Three things to agree early
These notes shape how CX360 fits your organisation.
Integration decided after assessment
Real-time API and webhook, or scheduled exchange. The method is decided after a technical assessment.
Confirmed during discovery
Questionnaires, SLA policies, hosting and commercials are all confirmed during discovery.
See CX360 in a demo
Walk through WhatsApp surveys, the case and SLA flow, Customer 360° and the dashboards with Capricon Solutions.
Book a demo