> ## Documentation Index
> Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt
> Use this file to discover all available pages before exploring further.

# CXaaS: the four arcs of customer experience

> Map Devotel Orbit's Customer Experience as a Service pillar across voice-of-customer surveys, quality management, workforce management, and loyalty/wallet passes — and see how each arc feeds the next.

# CXaaS: the four arcs of customer experience

Customer Experience as a Service (CXaaS) on Devotel Orbit is a closed loop, not a survey add-on. The four arcs are:

1. **Close the feedback loop** — collect CSAT, NPS, and CES feedback on the channel the conversation happened on.
2. **Raise quality consistently** — score conversations with rubrics, calibrate reviewers, and coach with AI roleplay.
3. **Staff to demand** — forecast volume, build schedules, and measure intraday adherence.
4. **Reward customers** — issue points, tiers, and Apple Wallet or Google Wallet passes that stay current.

Session replay gives the digital-journey context that runs across all four arcs. Each arc is tenant-owned: the survey fatigue window, the quality rubric, the schedule constraints, the masking policy, and the loyalty rules live in your workspace.

## Close the feedback loop

The [surveys API](/api-reference/endpoints/surveys) supports CSAT, NPS, and CES templates. A template is authored once, then sent to a contact, list, or segment over SMS, WhatsApp, email, Viber, RCS, or push. Sends respect a same-survey dedupe floor and a configurable cross-survey fatigue window, so one contact is not bombarded across concurrent programs.

Responses write into the customer record, and the [VoC analytics endpoint](/api-reference/endpoints/surveys) groups free-text comments into themes with sentiment and driver deltas. The result is actionable: a theme dragging the average becomes a coaching target, and a low score can trigger a win-back journey or a loyalty earn.

For the end-to-end workflow, see [Surveys end to end](/guides/surveys-voc).

## Raise quality consistently

The [Quality hub](/guides/quality-hub-overview) groups the leaderboard, agent scorecards, evaluations, Practice Studio roleplay, and the recording library. A supervisor builds a weighted rubric, samples conversations for review, and enables AI auto-scoring to flag the backlog for human correction. Reviewers are calibrated against each other so the leaderboard reflects real performance, not grader variance.

Evaluations move through an ack/appeal lifecycle, and the final score feeds the agent scorecard and the leaderboard. Practice Studio turns a failing pattern into a safe rehearsal: an AI plays the difficult customer, the agent rehearses in-app, and a written score plus coaching feedback shows what to fix before the next real call.

See [Build a contact-center QA program](/guides/quality-management-program) for the operator workflow and [Quality Management API](/api-reference/quality) for the endpoint reference.

## Staff to demand

[Workforce management](/guides/wfm-workflows) turns historical interaction volume into forecasts, forecasts into shift templates and agent assignments, and assignments into intraday adherence measurements. The flow is:

1. Author shift templates with required skills.
2. Seed the agent-skills registry so generation knows who is eligible.
3. Recompute the forecast.
4. Generate and commit the schedule.
5. Measure adherence, approve exceptions, and rebalance coverage on the day.

Agents file time-off, swap, and preference requests; supervisors approve or deny them. Open-shift bidding, overtime offers, and voluntary time off give levers to cover last-minute drift. The API lives under `/api/v1/wfm/*` and the dashboard surface is at **Voice → Scheduling**.

## Reward customers

[Loyalty](/guides/loyalty-program) computes points and tiers from the CDP event stream your account already sends — `order-completed`, `review.submitted`, and any event you name. Earn rules are flat per-event or per-unit multipliers; tiers are keyed on lifetime earned points and are one-way (redemptions never demote a member). Redemptions route through the incentives engine with concurrency-safe debits.

Members carry the program on their phone through [wallet passes](/guides/wallet-passes). Issue a `loyalty_card` pass at enrollment, deliver the save link over SMS or email, and update the pass after every earn or spend. The wallet app refreshes by generation counter, so the balance stays current without the customer saving the pass again.

## Session replay as shared context

For web-chat conversations, [session replay](/guides/session-replay) records the visitor's on-page session and stores it against the conversation. An agent can watch what the customer clicked, scrolled, and saw before asking for help. Masking happens in the browser before upload: inputs are masked by default, text selectors can mask displayed PII, and block selectors exclude entire subtrees such as payment iframes.

Because replay is attached to the conversation record, it becomes shared visual evidence across VoC, quality, WFM, and loyalty decisions.

## Where CXaaS fits next to CCaaS and messaging

The pillars are scoped to avoid overlap:

* **CCaaS** owns the contact-center runtime: ACD queues, routing, dialer, voice calls, softphone, and real-time agent state. CXaaS reads CCaaS data but does not replace the runtime.
* **Messaging** owns channel termination, templates, sender identity, fallback, and delivery. CXaaS sends surveys through messaging channels and receives responses back, but does not manage routes or carriers.
* **CXaaS** owns the feedback-to-action loop: VoC analytics, quality management, workforce planning, and loyalty/wallet rewards.

## See also

* [Surveys end to end](/guides/surveys-voc)
* [The Quality hub](/guides/quality-hub-overview)
* [Workforce-management workflows](/guides/wfm-workflows)
* [Loyalty program setup](/guides/loyalty-program)
* [Issue and deliver a wallet pass end to end](/guides/wallet-passes)
* [Session replay](/guides/session-replay)
* [CXaaS pillar blog post](/blog/customer-experience-as-a-service-four-arcs-pillar-2026)


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