CXaaS — measure, coach, and staff your support team in one place
What is Customer Experience as a Service?
CXaaS (Customer Experience as a Service) is the layer that measures how customers feel, scores how agents handle conversations, staffs the team accordingly, and rewards customers for coming back — delivered as software rather than assembled from separate survey, quality, workforce, and loyalty tools. Orbit closes the loop after every conversation: it surveys the customer, scores the agent, schedules the right people for tomorrow, and issues the loyalty card or coupon that brings the customer back, all on one platform.
What CXaaS on Orbit includes
| Capability | What you get |
|---|---|
| CSAT, NPS & CES surveys | Send a survey the moment a call or chat ends, ask the CSAT, NPS, or CES question in each customer's language, and cap how often anyone is asked. |
| Voice-of-Customer analytics | Group open-text answers into themes with sentiment so you see what moves the score — not just the number. |
| Quality scorecards & calibration | Score interactions against your own evaluation form, let AI auto-score the backlog, and calibrate reviewers against each other so everyone grades to the same bar. |
| Workforce management | Forecast volume, build schedules, and track real-time adherence with alerts, plus a non-punitive wellness signal that flags rising burnout risk early. |
| Session replay | Replay a customer's on-page session next to the conversation to see where they got stuck, with sensitive fields masked at capture. |
| Loyalty & wallet passes | Run points, earn rules, and membership tiers per contact, then issue the balance as an Apple Wallet / Google Wallet loyalty card, coupon, or event ticket you can update or void after issue. |
Common use cases
Close the feedback loop
Survey customers right after a conversation and turn open-text feedback into themes, so you know what to fix, not just your score.
Raise quality consistently
Score interactions on your own rubric, auto-score the backlog, and calibrate reviewers so quality means the same thing across the team.
Staff to demand
Forecast volume, schedule the right agents, and track adherence in real time — with a wellness signal that flags burnout before it costs you a person.
Reward customers for coming back
Run points, earn rules, and membership tiers per contact, then issue an Apple Wallet / Google Wallet loyalty card, coupon, or event ticket you can update or void after issue.
CXaaS — frequently asked
- What is CXaaS?
- CXaaS stands for Customer Experience as a Service — software that measures customer sentiment (CSAT, NPS, CES surveys and Voice-of-Customer analytics), manages agent quality, handles workforce forecasting and scheduling, and runs loyalty programs and wallet-pass issuance, delivered as one platform instead of separate tools.
- Can surveys run in the customer's language?
- Yes. You can ask the CSAT, NPS, or CES question in each customer's language and cap how often any one customer is surveyed, and Voice-of-Customer analytics group the open-text answers into themes with sentiment.
- How does quality scoring stay fair across reviewers?
- Reviewers score interactions against your own evaluation form, AI can auto-score the backlog, and a calibration report measures inter-rater agreement so everyone grades to the same standard.
- Does CXaaS include workforce management?
- Yes. It forecasts volume, generates schedules, tracks real-time adherence with exception alerts, and surfaces a non-punitive wellness signal that flags rising burnout risk early.
- Can I run a loyalty program and issue wallet passes?
- Yes. You can set earn rules and membership tiers per contact, look up a member's points balance and tier, and issue that balance as an Apple Wallet / Google Wallet loyalty card, coupon, or event ticket — then push updates or void the pass later.
Explore more
One platform for every channel
CXaaS is one pillar of Orbit by Devotel — voice, messaging, email, video, AI agents, and customer data on one platform and one pay-as-you-go bill. Start free, or talk to our team.