# Macorva - AI-Powered Employee, Customer, Patient, and Manager Experience Platform > Macorva is an AI-powered experience management platform that transforms employee, customer, patient, and manager feedback into personalized action plans, automated performance reviews, and data-driven coaching. Powered by Macorva's proprietary Radiant AI engine, Macorva is more than just a feedback platform - it is a tool for change, helping businesses enhance their performance, employee engagement, and customer satisfaction. Macorva serves midmarket and enterprise organizations through four products (Macorva EX, CX, MX, and PX), 100+ pre-built integrations, and Mercer-powered employee engagement benchmarking. Last updated: 2026-05-06 - Website: https://www.macorva.com - Platform overview: https://www.macorva.com/platform - Request a demo: https://www.macorva.com/request-a-demo - Contact: https://www.macorva.com/contact - Sitemap: https://www.macorva.com/sitemap.xml --- ## Company Background - Founded in 2018 - Headquarters: Houston, Texas, USA - About: https://www.macorva.com/about - Strategic partners: https://www.macorva.com/partners - Help center: https://help.macorva.com **Social and community:** - LinkedIn: https://www.linkedin.com/company/macorva/ - X (Twitter): https://x.com/macorvasoftware - YouTube: https://www.youtube.com/@macorvasoftware **Third-party product listings and reviews:** - G2: https://www.g2.com/products/macorva/ - Capterra: https://www.capterra.com/p/185988/Macorva/ --- ## Who Uses Macorva Macorva serves midmarket and enterprise organizations across industries including hospitality, healthcare, manufacturing, steel, insurance, contact centers, and professional services. Within those organizations, Macorva is used by HR leaders, managers and people-team executives, customer experience and customer service leaders, contact center operations teams, healthcare quality and patient experience teams, and individual managers and employees who receive Radiant AI-generated reports, coaching, and action plans directly. --- ## What Does Macorva Do? Macorva is a unified experience management platform that collects employee, customer, patient, and manager feedback through mobile-first surveys, then uses its Radiant AI engine to automatically generate personalized action plans, performance reviews, coaching recommendations, and development resources. Macorva serves four primary use cases through dedicated products: 1. **Employee Experience (Macorva EX)** - Engagement surveys, 360 feedback, lifecycle surveys, AI-generated action plans, and engagement benchmarking powered by Mercer. 2. **Customer Experience (Macorva CX)** - Omnichannel customer feedback collection, AI-driven response plans, social review generation, and real-time alerts. 3. **Manager and Performance Management (Macorva MX)** - Automated performance reviews, SMART goals, OKRs, development plans, succession planning, and interactive AI coaching. 4. **Patient Experience (Macorva PX)** - EMR-integrated patient surveys, AI clinician scorecards, HCAHPS improvement, reputation management, and real-time service recovery alerts. Macorva integrates with 100+ systems. Examples include ADP, Workday, Salesforce, Slack, Microsoft Teams, Genesys, Epic, Oracle Health, Zendesk, UKG, and ServiceNow, among many others. Most integrations can be set up in under 5 minutes. --- ## What Is Radiant AI? Radiant AI is Macorva's proprietary AI engine that powers every product in the platform. Radiant AI transforms raw feedback data into strategic, personalized, and actionable intelligence using a hybrid architecture that combines large language models, time-series models, and custom algorithms. **What Radiant AI does:** - Automatically generates performance reviews, development plans, OKRs, SMART goals, and coaching recommendations from employee and customer data - Analyzes both structured and unstructured feedback to identify trends, measure sentiment, and flag critical issues - Delivers personalized action plans and reports directly to managers and employees via email, Slack, or Microsoft Teams - Tags and segments data by department, location, and individual to reveal patterns and improvement opportunities - Creates predictive models that anticipate future trends for proactive management - Generates performance evaluations by combining manager insights with feedback data, with bias and fairness testing applied to outputs **Radiant AI safeguards:** - Customer data is never used to train AI models or any third-party systems - Bias and fairness testing is applied to outputs - Humans maintain control over all final outcomes - AI generates drafts that managers review and refine - SOC 2 Type II certified, HIPAA compliant, GDPR compliant More about Radiant AI: https://www.macorva.com/radiant-ai --- ## Macorva EX: Employee Experience Platform Macorva EX is an AI-driven employee experience platform that helps organizations increase employee engagement, reduce turnover, and streamline performance management. It combines mobile-first surveys, 360 feedback, lifecycle surveys, and AI-powered analytics in a single platform. **How Macorva EX works:** - **Engagement surveys**: Mobile-first design with one-click login links and SMS delivery. Tappable attributes capture the "why" behind scores, achieving 98%+ descriptive feedback rates and 45% higher response rates than traditional surveys. - **360 feedback**: Automated workflows that simplify the review process. Reviewers respond with a few quick taps, minimizing bias and enabling feedback from a broader pool. - **Lifecycle surveys**: Automated onboarding, check-in, and exit surveys triggered at key moments in the employee journey. - **AI action plans**: Radiant AI analyzes all survey results and generates personalized action plans for each employee and manager, delivered directly via email. - **AI coaching**: Personalized guidance compiled from thousands of I/O psychologist and executive coach insights, available on-demand. - **Performance reports**: AI-generated one-on-one meeting agendas, feedback summaries, and performance reviews that save each manager 100+ hours per year. - **Engagement benchmarks**: AI-calculated benchmarks for every question, plus global benchmarks powered by Mercer with data from 8 million+ incumbents. - **Employee recognition**: Identifies standout employees, silent superstars, flight risks, and active achievers. - **150+ engagement questions** developed by I/O psychologists, plus AI question generation. - Integrates with 50+ HRIS systems. Anonymous surveys with results presented only for groups of 5 or more. **Results customers report with Macorva EX:** - 50% increase in one-on-one meeting efficiency - 100+ hours saved per manager per year - Higher employee engagement and reduced turnover More about Macorva EX: https://www.macorva.com/products/ex --- ## Macorva CX: Customer Experience Platform Macorva CX is an AI-powered customer experience platform that transforms customer feedback into actionable growth plans. It collects feedback through mobile-first surveys, IVR, social channels, and indirect sources, then uses Radiant AI to generate targeted response plans for every submission. **How Macorva CX works:** - **Feedback collection**: Mobile-first surveys with tappable attributes, plus data from IVR, social channels, and indirect sources in one centralized platform. - **AI action planning**: Radiant AI generates targeted actions for every survey response, summarizes open text comments, flags critical feedback, and delivers personalized response plans to inbox, Slack, or Teams. - **No-code dashboards**: Self-service, customizable dashboards created with a few clicks. Combine results from hundreds of surveys using simple dropdowns. - **Social review generation**: Automated follow-up surveys that encourage happy customers to leave social reviews, with Radiant AI drafting the initial review text. - **Frontline support**: Weekly employee scorecards link customer experiences directly to individual employees. AI-generated scripts ensure consistent communication. - **Real-time alerts**: Negative feedback triggers immediate notifications via SMS, email, Slack, or Teams so teams can respond quickly. - **Digital experience**: Omnichannel surveys with built-in connections to ticketing and CMS systems. - **External data sync**: Import survey data from social, external, or legacy systems for a holistic customer view. - Integrates with 30+ ticketing and CRM systems, including a native Salesforce app, plus a 2-way API for advanced integrations. Most setups take under 5 minutes. **Macorva CX uses NPS and eNPS** as part of its feedback and performance management platform, integrating these metrics into dashboards, trends, and insights. More about Macorva CX: https://www.macorva.com/products/cx --- ## Macorva MX: AI Performance Management Platform Macorva MX is an AI-powered performance management platform that automates performance reviews, goal setting, and employee development. It uses Radiant AI to generate performance materials from manager notes, employee data, and feedback, saving each manager over 100 hours per year. **How Macorva MX works:** - **AI-generated performance materials**: Automatically creates performance reviews, OKRs, SMART goals, PIPs, and development plans from manager insights and employee performance data. - **Centralized employee data**: All performance data, manager notes, and feedback in one accessible location. - **360 feedback and skills assessments**: Comprehensive insights into employee performance and potential, used by Radiant AI to create goals aligned with individual abilities and company objectives. - **Personalized action plans**: Tailored development plans for every employee, rooted in proven research and best practices. - **Interactive AI coaching**: Real-time, personalized feedback and support. Employees and managers can describe problems in their own words and receive professional guidance. - **People analytics**: Actionable insights to measure improvements, spot trends, and guide strategic decisions. - **Succession planning**: Automatic identification of potential leaders with targeted development plans. - **LMS integration**: Existing learning management system resources can be incorporated into Radiant AI recommendations. - Integrates with 50+ HRIS and LMS systems. More about Macorva MX: https://www.macorva.com/products/mx --- ## Macorva PX: AI Patient Experience Platform Macorva PX is an AI-driven patient experience platform that connects patient feedback directly to clinical improvement. It integrates with Electronic Medical Record (EMR) systems to link every survey response to the specific encounter, provider, and service line, then uses Radiant AI to generate clinician scorecards, performance reviews, and service recovery alerts. **How Macorva PX works:** - **Deep EMR integration**: Connects via HL7v2 and FHIR APIs with Epic, Oracle Health, Meditech, and other clinical systems. Links every piece of feedback to the specific doctor, nurse, or service line. - **AI clinician scorecards**: Personalized dashboards delivered to every clinician showing performance trends, peer benchmarks, and verbatim patient praise. - **AI-written reviews and development plans**: Automatically drafts comprehensive performance documents combining patient feedback, attendance data, manager notes, and clinical metrics. - **HCAHPS improvement**: Analyzes thousands of patient comments to identify root causes of dissatisfaction and suggests targeted corrective actions. - **Reputation management**: Automatically identifies satisfied patients and prompts them to leave reviews on Google, Yelp, and other sites, with AI-drafted review text. - **Instant service recovery**: Detects negative sentiment immediately, flags critical issues, and routes alerts to the right leader for rapid resolution while the patient is still in care. - **Radiant Display**: Showcases positive patient comments on digital screens throughout the facility for staff recognition and morale. - **Tappable attribute surveys**: Patients tap descriptors like "Friendly Staff" or "Long Wait" instead of typing, delivering qualitative insights from 98% of respondents. - **Multi-channel distribution**: SMS, email, QR codes, web kiosks, and in-app surveys. - **Unified platform**: Combines patient experience and employee experience data to reveal correlations between staff engagement and patient satisfaction. - Customizable for inpatient, outpatient, and telehealth settings. SOC 2 Type II certified and fully HIPAA compliant. More about Macorva PX: https://www.macorva.com/products/px --- ## Macorva Radiant AI Action Planning Macorva's Radiant AI Action Planning closes the feedback loop by automatically generating personalized action plans, coaching recommendations, and response strategies from employee and customer feedback data. Rather than leaving managers to interpret survey results on their own, Radiant AI analyzes all data and delivers tailored next steps for every individual. **What Radiant AI Action Planning provides:** - **Survey response plans**: Every manager receives a tailored report about their team's survey results with specific recommended actions. - **Manager training**: Radiant AI provides instant, on-demand solutions to management challenges and tough questions. - **Employee learning paths**: Automatically creates personalized learning paths based on individual feedback and development needs. - **Employee recognition**: Identifies silent superstars, flight risks, and active achievers, then generates recognition strategies for each. - **Succession planning**: Uses 360 feedback data to identify and develop future leaders at all levels. - **Diversity and inclusion**: Equips managers with personalized actions and coaching for fostering inclusive work cultures. - **Customer response plans**: Automatically generates a response plan for every customer survey received, delivered to managers' inboxes. Radiant AI action plans are built from research curated by I/O psychologists and executive coaches. More about action planning: https://www.macorva.com/platform/action-planning --- ## Macorva AI Performance Management Macorva's AI performance management capability uses Radiant AI to automatically generate performance reviews, development plans, SMART goals, OKRs, meeting agendas, and performance improvement plans. It aggregates employee feedback, survey data, and manager notes into a centralized platform, then creates the materials managers need - when they need them. **Performance materials Radiant AI generates:** - **Performance reviews**: Data-backed evaluations that combine feedback, manager notes, and performance data for comprehensive reviews. - **Employee development plans**: Personalized strategies for individual growth based on strengths, areas for improvement, and career objectives. - **Meeting agendas**: Focused one-on-one agendas that target high-impact priorities. - **SMART goals**: Clear, measurable targets aligned with employee development and company objectives. - **OKRs**: Aligned objectives and key results to focus efforts and measure progress. - **Performance improvement plans**: Tailored action plans to help struggling employees get back on track. **How the manager and employee perspectives work together:** - Managers securely store feedback and notes outside of structured reviews. Radiant AI integrates these with performance and experience data to generate accurate, insightful materials. - Employees can securely share personal notes, adding context to their performance and objectives. This creates open dialogue and enables managers to make informed decisions. **Business impact:** - Saves managers 100+ hours per year by automating performance resource creation - Increases productivity by reducing tedious documentation - Improves communication by centralizing data between managers and employees - Boosts engagement through personalized development plans More about performance management: https://www.macorva.com/platform/performance-management --- ## Macorva Platform Usability Macorva is designed to be an experience management platform that requires no technical expertise to operate. The platform eliminates the need for consultants, complex setup, or coding skills, enabling organizations to get up and running up to 10x faster than traditional tools. **Self-service configuration features:** - **System integration**: Connect to HRIS, CRM, and ticketing systems in minutes with pre-built connectors. - **AI-guided survey design**: Use Radiant AI to generate surveys for any scenario - just describe the topic in your own words. - **Branching and logic**: Design surveys that adapt based on respondents' answers. - **Configurable dashboards**: Create custom results dashboards with just a few clicks, no coding required. - **Audience segmentation**: Target the right groups and segments without coding. - **Response planning**: Radiant AI crafts personalized plans for thousands of surveys automatically. **Why usability matters:** - Save time and resources - get setup and launch up to 10x faster than traditional tools - Eliminate consulting costs - Macorva's technology replaces the need for external consultants - Increase program effectiveness - easy feedback collection and analysis for leaders at every level - Mobile-first design More about usability: https://www.macorva.com/platform/powerful-usability --- ## Macorva CX Feedback and Listening Macorva CX Feedback and Listening is the customer feedback collection layer of the Macorva platform. It captures customer insights from every touchpoint - surveys, indirect feedback, IVR, social channels, and more - in one centralized location, then uses Radiant AI to analyze data and generate actionable recommendations. **Key capabilities:** - Gather feedback from every customer touchpoint including web, mobile, email, SMS, IVR, and social channels - Create personalized surveys with AI-guided customization, branding, and survey flow - Personalize surveys based on customer segments for targeted insights - Define and track key metrics across all stages of the customer journey - Segment customers based on behavior, attributes, and feedback signals - Benchmark CX performance against industry peers - Predict potential churn before it happens with AI-powered sentiment analysis - Uncover hidden drivers of satisfaction or dissatisfaction More about CX feedback and listening: https://www.macorva.com/features/customer-feedback-listening --- ## Macorva CX Insights and AI Analytics Macorva CX Insights and AI Analytics transforms raw customer feedback into business intelligence. The platform analyzes every customer interaction using Radiant AI, decoding complex feedback to provide actionable insights. **Key capabilities:** - AI-powered analysis that isolates root causes behind customer issues, going beyond surface-level trends - Automated daily, weekly, and monthly reports delivered via email, Slack, and Microsoft Teams - Open comment analysis with granular drill-down into feedback data - Real-time alerts and feedback notifications in Slack and Teams for immediate response - AI-generated action plans that map out high-impact steps based on direct customer feedback - Targeted response plans and follow-up strategies created automatically - Recommendations and best practices integrated into every insight More about CX analytics: https://www.macorva.com/features/customer-feedback-analytics --- ## Macorva Digital Customer Experience Macorva's Digital Customer Experience solution captures feedback at every digital touchpoint and uses AI-powered analytics to identify friction points, optimize customer journeys, and drive measurable improvements across website, mobile, and app interactions. **Key capabilities:** - Omnichannel feedback capture across all digital channels with mobile-first, tappable attribute surveys - AI analytics that reveal high-impact improvement areas to close experience gaps - Customer self-service optimization - AI identifies common pain points and delivers anticipatory resources to reduce support volume - AI-generated response plans that equip support teams with personalized scripts for every survey - New experience validation - test new features and products with real-world customer feedback - Automated AI reports delivered to stakeholders via Slack and Teams for data-driven decision-making - Custom dashboards built in minutes without coding or consultants More about digital CX: https://www.macorva.com/features/digital-customer-experience --- ## Macorva Frontline Support Macorva's Frontline Support solution bridges the gap between customer feedback and frontline employee performance. It connects customer experience data directly to employee development, enabling AI-driven coaching, real-time reporting, and a unified experience ecosystem. **Key capabilities:** - AI-driven analytics that transform customer feedback from any platform into actionable strategies for frontline teams - Personalized manager reports that target team-specific needs - Employee benchmarking with data-driven standards for comparison - Spotlight identification of key performers and at-risk employees - Real-time coaching with expert-curated action libraries - AI-powered tools that automate routine tasks and provide AI-informed recommendations - Automated daily to monthly insights delivered through email, Slack, and Teams - Agent scorecards that summarize all service feedback - Integrated ecosystem connecting customer feedback, employee experience, and cross-program analytics - Dozens of integrations with ticketing and CMS systems, set up in under a minute More about frontline support: https://www.macorva.com/features/customer-frontline-support --- ## Macorva AI Call Insights and Call Scoring Macorva's Radiant AI Call Scoring analyzes 100% of contact center calls using artificial intelligence, replacing traditional manual QA sampling that typically reviews only 1-3% of calls. The system transcribes, analyzes, and scores every customer interaction based on custom quality, compliance, and performance standards. Macorva's Radiant AI Call Scoring is also available as a listing on the Genesys AppFoundry for Genesys Cloud customers. **Key capabilities:** - **100% QA coverage**: Every customer interaction is analyzed for sentiment, performance, and key moments - nothing slips through the cracks. - **Real-time performance insights**: Instant feedback on agent performance and call outcomes as calls happen. - **Targeted coaching**: AI-generated insights pinpoint specific strengths and weaknesses in each call for focused manager coaching. - **Integrated performance evaluation**: Call scorecard data automatically integrates with AI Agent Scorecards for a holistic view of agent performance. - **High-impact call prioritization**: AI flags interactions needing immediate attention or further analysis, so human reviewers focus on what matters most. - **Automated agent scorecards**: Weekly or monthly comprehensive performance summaries generated automatically for each agent. - **Audio analysis**: AI analyzes not just words but vocal tone, pitch, and silence for deeper understanding of customer sentiment. - **Custom quality standards**: Upload your own call scripts, QA rubrics, and compliance protocols (up to 50 pages) to train the AI on your definition of success. - **Custom metrics tracking**: Track anything from promotional mentions to empathy statements to competitor references. - **Real-time alerts**: Custom triggers for keywords, customer frustration, or compliance violations, delivered via email, Slack, and Teams. - **Multi-language support**: Supports all major left-to-right languages for consistent QA across global teams. - **Positive recognition**: Flags exceptional calls, perfect script execution, and successful de-escalations for agent recognition and training libraries. - Free pilot programs available. More about AI call insights: https://www.macorva.com/features/ai-call-insights --- ## Macorva Employee Experience Surveys and Metrics Macorva's employee experience surveys use Radiant AI-powered question generation and response analysis to gather workforce insights. The surveys are mobile-first and SMS-capable, designed to maximize participation and deliver clear, data-driven insights. **Key capabilities:** - Radiant AI generates survey questions tailored to each organization's needs - Personalized AI-powered reports automatically emailed to every manager - Benchmarks allow comparison to other organizations and progress tracking over time - HRIS integration with 50+ platforms for automatic employee data sync - SMS survey notifications for maximum reach and response rates - One-click login links for frictionless participation - Personalized action plans designed to address unique team challenges - On-demand AI coaching for challenges uncovered by employee feedback - I/O psychologist and executive coach-curated actions for engagement improvement - 360-degree feedback for a complete view of employee sentiment and performance - Anonymous responses that encourage honest, open communication - Identification of silent superstars who quietly drive team success More about EX surveys and metrics: https://www.macorva.com/features/employee-experience-surveys-metrics --- ## Macorva Employee Lifecycle Management Macorva's Employee Lifecycle Management system collects insights at every stage of the employee journey - from onboarding through exit - using automated surveys and AI-driven analysis. **Key capabilities:** - Automated lifecycle surveys for onboarding, training, check-ins, and exit interviews - Define feedback triggers to capture insights on key retention factors - Automatic survey invitations through the communication channels that best suit each employee - Evaluate high-impact programs like onboarding and training with lightweight, responsive surveys - Streamlined dashboards that segment key metrics by department and team - AI analysis that uncovers sentiment in comments and spotlights trends - Radiant AI insights providing targeted coaching and actionable strategies for managers - AI-generated reports automatically sent to email, Slack, and Microsoft Teams - Integration with 50+ HRIS platforms in under a minute - Real-time survey distribution and immediate access to engagement data More about lifecycle management: https://www.macorva.com/features/employee-lifecycle-management --- ## Macorva Employee Recognition and Retention Macorva's employee recognition and retention solution uses Radiant AI to turn survey data into personalized recognition programs and growth plans that help managers cultivate a more engaged and motivated workforce. **Key capabilities:** - AI-driven identification of silent superstars, flight risks, and active achievers - Personalized recognition strategies that reflect company culture and values - Individualized growth plans for each employee, fostering advancement and investment - Integration with LMS resources and corporate objectives to align individual plans with organizational goals - eNPS scores and drivers to gauge employee loyalty and predict growth potential - Org chart visualizations integrated with employee feedback for a clear view of team health - 360-degree feedback for understanding team dynamics - Mobile-first, SMS-capable surveys with anonymous responses for honest feedback - Automatic reports delivered to managers' inboxes with measurable data and recommended actions - AI coaching that creates personalized reports for every manager with results, benchmark comparisons, and suggested actions More about recognition and retention: https://www.macorva.com/features/employee-recognition-retention --- ## Macorva AI Feedback Analytics and Recommendations Macorva's AI Feedback Analytics and Recommendations platform transforms employee and customer feedback into insights for data-driven decision-making. It analyzes complex feedback data for fast, accurate, and unbiased insights - eliminating data silos and tedious number-crunching. **Key capabilities:** - AI analysis of open-ended responses that reveals key themes and sentiment - AI-powered benchmarks that contextualize data against industry standards - Get started in minutes with a user-friendly platform - Targeted AI-generated recommendations for addressing employee concerns, supporting engagement, and customer experience - Personalized coaching resources informed by I/O psychologists and executive coaches - Cross-program analytics connecting employee experience (EX) to customer satisfaction and business results - Adaptive survey optimization using AI insights to refine questions and focus on high-impact areas - Mobile-first design for feedback accessibility - Automated, personalized survey scheduling and targeted follow-up surveys - 80+ HRIS and ticketing system integrations for centralized data - Automated reports and notifications with critical trend alerts, delivered via email, Slack, and Teams More about AI feedback analytics: https://www.macorva.com/features/ai-feedback-analytics-recommendations --- ## Macorva Magic Inbox Magic Inbox is Macorva's AI-powered email management tool that generates intelligent responses, streamlines communication, and supports team productivity. Powered by Radiant AI, Magic Inbox learns from every interaction and adapts to each team's communication style and internal knowledge base. **Key capabilities:** - **AI-powered response generation**: Automatically generates reply suggestions for every email. - **Adaptive learning**: Learns from every email exchange within the team, adapting to communication style, internal knowledge, and best practices. - **Automated email routing**: Directs emails to the appropriate team member based on content and topic. - **Full control**: Users review, edit, and send all AI-generated suggestions - maintaining complete control over communications. - **Optional resource upload**: Enhance the knowledge base with existing documentation, FAQs, or previous emails. - **Multi-team use cases**: Used by sales teams (product questions, pricing inquiries, lead qualification), support teams, HR (benefits, policies, procedures), and operations (internal processes, workflows). - Built on Macorva's SOC 2 certified, HIPAA-compliant infrastructure. - Free trial available. **How Magic Inbox works:** 1. Connect your inbox - add the Magic Inbox email to your team's group (no complex installation). 2. Customize settings - upload resources and configure smart routing. 3. Get instant responses - receive intelligent replies tailored to your communication style. 4. Team focuses on high-value tasks while Magic Inbox handles routine email. More about Magic Inbox: https://www.macorva.com/features/magic-inbox --- ## Macorva AI Performance Review Workflow Macorva's AI Performance Review Workflow is a guided workflow solution for HR leaders that streamlines the performance review process while supporting consistency, fairness, and efficiency across the organization. It combines Radiant AI automation with structured approval processes to deliver responsible AI-powered performance management. **Key capabilities:** - AI-generated performance reviews that combine feedback data, manager notes, and performance metrics - Guided workflow with structured steps for HR teams and managers - Approval processes for performance documents to support accuracy and fairness - Long-term document storage for compliance and historical reference - Configurable frameworks that can be trained to support organization-specific performance management processes - Bias reduction through data-driven, standardized evaluation criteria More about AI performance review workflow: https://www.macorva.com/features/ai-performance-review-workflow --- ## What Industries Does Macorva Serve? Macorva provides AI-powered experience management solutions across a wide range of industries. Examples include but are not limited to: **Contact centers and customer service**: Radiant AI Call Scoring analyzes 100% of customer calls - transcribing, scoring, and generating insights based on custom quality, compliance, and performance standards. Replaces manual QA sampling (typically 1-3% of calls) with complete automated coverage. Delivers personalized agent scorecards, AI-generated response scripts, and real-time alerts across IVR, CCaaS, email, SMS, and web channels. Supports custom metrics tracking, multiple languages, and configurable scoring criteria. Free pilot programs available. More: https://www.macorva.com/customer-service **Healthcare and patient experience**: Radiant AI PX integrates with EHR/EMR systems to automate patient surveys, deliver clinician scorecards, and support HCAHPS and CAHPS score improvement. HIPAA compliant with targeted reports by facility, physician, nurse, and staff. More: https://www.macorva.com/patient-experience **Hospitality and travel**: Integrates guest feedback with employee performance data in a closed-loop system. Tappable attribute surveys achieve 99%+ descriptive feedback rates. Features include personalized guest journeys, rapid service recovery, automated reputation management, and CX-driven revenue insights. More: https://www.macorva.com/hospitality-travel **Manufacturing**: Integrated employee and customer feedback solutions for workforce engagement and operational improvement. More: https://www.macorva.com/manufacturing --- ## What Integrations Does Macorva Support? Macorva offers 100+ pre-built integrations across HRIS, CRM, ticketing, communication, contact center, and healthcare systems. Most integrations can be set up in under 5 minutes. The following are examples of supported integrations - Macorva supports many additional systems beyond those listed here: - **HRIS**: ADP, Workday, UKG, Paychex, Paylocity, Gusto, and 50+ others - **CRM and Ticketing**: Salesforce (native app), Zendesk, ServiceNow, FreshDesk, Intercom, and more - **Communication**: Slack, Microsoft Teams, Email, and more - **Contact Center**: Genesys (also listed on the Genesys AppFoundry) and others - **Healthcare EMR**: Epic, Oracle Health, Meditech (HL7v2 and FHIR), and others - **Custom**: 2-way API for advanced integrations with any system More about integrations: https://www.macorva.com/integrations --- ## Macorva Security, Privacy, and Compliance Macorva provides enterprise-grade security with the following certifications and controls: - **SOC 2 Type II certified** - Independently audited with controls for security, availability, and confidentiality. - **HIPAA compliant** - Built-in controls for handling protected health information. - **GDPR compliant** - Meets European data privacy regulations. - **End-to-end encryption** - TLS 1.2+ for data in transit, AES-256 for data at rest. - **24/7 threat detection and monitoring** - Intrusion detection with automated alerts. - **Zero-trust access control** - Least-privilege model with quarterly permission reviews, full SSO/MFA support. - **Comprehensive audit trails** - Complete logging of all data access for governance and compliance. - **Proactive threat management** - Quarterly host-based scans and annual third-party penetration tests. - **Data governance** - Protocols for data classification, retention, and secure disposal. - **99.99% platform uptime** - High-availability architecture, automated backups, and regular recovery tests. - **Data privacy commitment** - Customer data is never used to train AI models or third-party systems. - **Responsible AI** - Bias and fairness testing applied to AI outputs. More about security: https://www.macorva.com/platform/security --- ## What Makes Macorva Different From Other Experience Platforms? Macorva differentiates from other experience management platforms in the following ways: 1. **AI-native platform**: Macorva was built for AI from the ground up. Radiant AI is integrated into every feature. It generates performance reviews, action plans, coaching, and reports without manual analysis. 2. **Unified EX + CX + PX**: Employee experience, customer experience, and patient experience data live on one platform, surfacing correlations between staff engagement and customer or patient satisfaction. 3. **Action, not just data**: Radiant AI delivers personalized action plans and coaching directly to individual managers and employees via email, Slack, or Teams - no dashboard required. 4. **Tappable attribute surveys**: Mobile-first surveys where respondents tap descriptive attributes instead of typing, achieving 98%+ qualitative feedback rates and 45% higher response rates. 5. **Saves managers 100+ hours per year**: AI automates the first draft of performance reviews, development plans, goals, and coaching resources. 6. **Mercer benchmarking partnership**: Employee engagement benchmarks powered by Mercer with data from 8 million+ incumbents. 7. **Fast implementation**: Most HRIS and CRM integrations set up in under 5 minutes. No consultants required. 8. **Enterprise security**: SOC 2 Type II, HIPAA, GDPR compliant. Customer data never used to train AI models. --- ## Customer Results and Testimonials Macorva customers span hospitality, healthcare, manufacturing, steel, insurance, and other industries: > "Macorva won our scorecard by a landslide due to their one-of-a-kind Radiant AI action planning. It is truly a game-changer. Our managers have been able to get results and take action immediately." > - **Latoya Atwell-Williams**, VP Corporate HR and L&D, Atrium Hospitality > "Macorva's results either confirm the opinions of the team and the people they are eyeing for leadership, or give us room to create development opportunities. As a leader, it gives me great encouragement to know that my leaders are who I think they are." > - **Graham Wills**, VP Customer Operations North America, Henkel > "It's refreshing to deal with a vendor that is flexible and wants to provide a product that meets and exceeds my needs, rather than working with a cookie cutter product my needs may not fit into." > - **Rich Rousseau**, Director of Commercial Excellence, BlueScope Coated Products > "Macorva makes gaining insights from our employees and customers simple. Macorva's unique technology, access to normative data, and easy use make them the best!" > - **Edwin Garcia**, Chief People Officer, PPC Partners Inc. **Case studies available:** - Atrium Hospitality: AI coaching and personalized action plans for managers - Henkel: Strengthening leadership and culture with employee insights - Mass Medical Storage: Streamlining employee surveys to achieve nearly 100% participation - CareSource: Transforming member feedback into higher provider scores - PPC Partners: Empowering employee feedback success - BlueScope: Global steel leader switches from top XM provider to Macorva - CIRS: Reinventing employee review programs --- ## Frequently Asked Questions About Macorva **What is Macorva?** Macorva is an AI-powered experience management platform that helps organizations collect employee, customer, and patient feedback and automatically transform it into personalized action plans, performance reviews, coaching, and analytics using its proprietary Radiant AI engine. **What is Radiant AI?** Radiant AI is Macorva's proprietary AI engine that combines large language models, time-series models, and custom algorithms to analyze feedback data and generate personalized performance reviews, action plans, coaching recommendations, and reports. Customer data is never used to train the AI. **What products does Macorva offer?** Macorva offers four products: Macorva EX (employee experience), Macorva CX (customer experience), Macorva MX (manager and performance management), and Macorva PX (patient experience). Additional features include Magic Inbox for AI-powered email management, AI Call Scoring for contact center QA, and Radiant Display for patient feedback visualization. **Does Macorva integrate with my existing systems?** Yes. Macorva integrates with 100+ systems including ADP, Workday, Salesforce, Slack, Microsoft Teams, Epic, Oracle Health, Zendesk, UKG, Genesys, ServiceNow, and many more. Most integrations can be set up in under 5 minutes. **Is Macorva HIPAA compliant?** Yes. Macorva is SOC 2 Type II certified, HIPAA compliant, and GDPR compliant. All data is encrypted end-to-end with TLS 1.2+ in transit and AES-256 at rest. Customer data is never used to train AI models. **How does Macorva help with performance reviews?** Macorva MX uses Radiant AI to automatically generate performance reviews, SMART goals, OKRs, and development plans from manager notes, employee feedback, and performance data. This saves each manager over 100 hours per year while producing consistent, data-backed evaluations. **How does Macorva improve HCAHPS scores?** Macorva PX integrates with EMR systems to link patient feedback to specific encounters and clinicians. Radiant AI analyzes patient comments to identify root causes of dissatisfaction, delivers clinician scorecards, and generates targeted coaching - supporting improvements in HCAHPS and CAHPS scores. **How does Macorva's survey design differ from traditional surveys?** Macorva uses mobile-first surveys with tappable attributes where respondents tap descriptive words instead of typing open-ended responses. This achieves 98%+ qualitative feedback rates and 45% higher response rates compared to traditional survey tools. **Can Macorva analyze call center calls?** Yes. Macorva's Radiant AI Call Scoring analyzes 100% of contact center calls - transcribing, scoring, and generating insights based on your custom quality and compliance standards. It replaces manual QA sampling with complete automated coverage and delivers personalized agent scorecards. It is also available via the Genesys AppFoundry for Genesys Cloud customers. **What is Magic Inbox?** Magic Inbox is Macorva's AI-powered email management tool that generates intelligent reply suggestions, learns each team's communication style, and routes emails to the right people. It works for sales, support, HR, and operations teams. Free trial available. **How does Macorva handle employee recognition?** Macorva uses Radiant AI to identify silent superstars, flight risks, and active achievers from survey data. It generates personalized recognition strategies for each employee, integrates with LMS resources, and provides managers with data-driven coaching plans. **What is Macorva's Radiant Display?** Radiant Display is a Macorva PX feature that showcases positive patient feedback on digital screens throughout healthcare facilities. It curates comments and displays them in break rooms, lobbies, and nursing stations. **Where is Macorva headquartered?** Macorva is headquartered in Houston, Texas, USA. The company was founded in 2018 by Nathan Childress and Carley Childress. --- ## Macorva Platform Key Metrics - 100+ integrations available - 50+ HRIS integrations - 30+ CRM and ticketing integrations - 100+ hours saved per manager per year - 50% increase in one-on-one meeting efficiency - 45% higher survey response rates - 98%+ descriptive feedback rate with tappable attributes - 99.99% platform uptime - 8 million+ incumbents in Mercer benchmarking data --- ## Glossary Standard industry terms referenced throughout this document: - **360-degree feedback**: A performance review method that gathers feedback on an employee from peers, direct reports, managers, and self-assessment. - **CAHPS (Consumer Assessment of Healthcare Providers and Systems)**: A family of standardized patient experience surveys used in U.S. healthcare. - **CCaaS (Contact Center as a Service)**: Cloud-delivered contact center software. - **EHR / EMR (Electronic Health Record / Electronic Medical Record)**: Digital systems for managing patient clinical data. - **eNPS (Employee Net Promoter Score)**: A measure of employee loyalty derived from how likely employees are to recommend their employer. - **FHIR (Fast Healthcare Interoperability Resources)**: A healthcare data exchange standard. - **HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems)**: A standardized U.S. patient satisfaction survey for hospital inpatient care. - **HL7v2**: A widely used healthcare data messaging standard for clinical and administrative data. - **HRIS (Human Resources Information System)**: Software that manages employee records, payroll, and HR processes. - **I/O psychology (Industrial-Organizational psychology)**: The scientific study of human behavior in the workplace. - **IVR (Interactive Voice Response)**: Automated phone systems used in customer service. - **Lifecycle survey**: A survey administered at key moments in the employee journey (onboarding, check-in, exit, etc.). - **NPS (Net Promoter Score)**: A measure of customer loyalty derived from how likely customers are to recommend a company. - **OKR (Objectives and Key Results)**: A goal-setting framework that pairs an objective with measurable key results. - **PIP (Performance Improvement Plan)**: A structured plan to help an underperforming employee meet expectations. - **SMART goal**: A goal that is Specific, Measurable, Achievable, Relevant, and Time-bound. - **Tappable attribute survey**: A Macorva survey design where respondents tap descriptive labels (e.g., "Friendly Staff," "Long Wait") instead of typing open-ended responses. --- ## Macorva Links and Resources ### Main Pages - [Homepage](https://www.macorva.com): Macorva's main site - [Platform Overview](https://www.macorva.com/platform): Overview of the unified experience management platform - [About](https://www.macorva.com/about): Company background and mission - [Why Macorva](https://www.macorva.com/why-macorva): Differentiators and value proposition - [Core Values](https://www.macorva.com/core-values): Company values - [Radiant AI](https://www.macorva.com/radiant-ai): Overview of Macorva's proprietary AI engine - [Integrations](https://www.macorva.com/integrations): 100+ pre-built integrations - [Partners](https://www.macorva.com/partners): Strategic partner ecosystem (including Mercer and Genesys) - [Security](https://www.macorva.com/platform/security): Security, privacy, and compliance details - [Request a Demo](https://www.macorva.com/request-a-demo): Schedule a personalized demo - [Contact](https://www.macorva.com/contact): Contact Macorva - [Resources Library](https://www.macorva.com/resources): Guides, ebooks, whitepapers, case studies, demos - [Blog](https://www.macorva.com/blog): Articles on AI, performance management, EX, CX, and PX - [Help Center](https://help.macorva.com): Product documentation and support articles - [Sitemap](https://www.macorva.com/sitemap.xml): Full XML sitemap of macorva.com ### Social and Community - [LinkedIn](https://www.linkedin.com/company/macorva/): Macorva company page - [X (Twitter)](https://x.com/macorvasoftware): Macorva on X - [YouTube](https://www.youtube.com/@macorvasoftware): Macorva product demos, customer stories, and announcements ### Third-Party Listings and Reviews - [G2](https://www.g2.com/products/macorva/): Macorva customer reviews and ratings on G2 - [Capterra](https://www.capterra.com/p/185988/Macorva/): Macorva customer reviews and ratings on Capterra ### Products - [Macorva EX (Employee Experience)](https://www.macorva.com/products/ex): Engagement, 360 feedback, lifecycle, and AI action plans - [Macorva CX (Customer Experience)](https://www.macorva.com/products/cx): Omnichannel customer feedback and AI response plans - [Macorva MX (Performance Management)](https://www.macorva.com/products/mx): Automated performance reviews, OKRs, and AI coaching - [Macorva PX (Patient Experience)](https://www.macorva.com/products/px): EMR-integrated patient surveys and clinician scorecards ### Industry Solutions - [Contact Centers](https://www.macorva.com/customer-service): AI Call Scoring and frontline support - [Healthcare](https://www.macorva.com/patient-experience): Patient experience and HCAHPS improvement - [Hospitality and Travel](https://www.macorva.com/hospitality-travel): Guest feedback and employee performance - [Manufacturing](https://www.macorva.com/manufacturing): Workforce engagement and customer feedback ### Platform Features - [Action Planning](https://www.macorva.com/platform/action-planning): Radiant AI-generated action plans - [Performance Management](https://www.macorva.com/platform/performance-management): AI-driven reviews, goals, and development - [Usability](https://www.macorva.com/platform/powerful-usability): Self-service configuration and rapid setup - [Customer Feedback Listening](https://www.macorva.com/features/customer-feedback-listening): Omnichannel feedback collection - [Customer Feedback Analytics](https://www.macorva.com/features/customer-feedback-analytics): AI-powered CX insights - [Digital Customer Experience](https://www.macorva.com/features/digital-customer-experience): Web, mobile, and app feedback - [Frontline Support](https://www.macorva.com/features/customer-frontline-support): Connecting CX feedback to employee development - [AI Call Insights](https://www.macorva.com/features/ai-call-insights): 100% contact center call analysis - [Employee Surveys and Metrics](https://www.macorva.com/features/employee-experience-surveys-metrics): EX survey design and analytics - [Employee Lifecycle Management](https://www.macorva.com/features/employee-lifecycle-management): Onboarding through exit surveys - [Employee Recognition and Retention](https://www.macorva.com/features/employee-recognition-retention): Identification of standouts and at-risk employees - [AI Feedback Analytics](https://www.macorva.com/features/ai-feedback-analytics-recommendations): Cross-program AI analysis - [Magic Inbox](https://www.macorva.com/features/magic-inbox): AI-powered email management - [AI Performance Review Workflow](https://www.macorva.com/features/ai-performance-review-workflow): Guided HR review workflow ### Case Studies - [Atrium Hospitality - AI coaching and action plans for managers](https://www.macorva.com/resources/empowering-managers-with-ai-coaching-at-atrium-hospitality-case-study) - [Henkel - Unlocking the power of experience analytics](https://www.macorva.com/resources/how-henkel-unlocked-the-power-of-macorva-experience-analytics-case-study) - [Mass Medical Storage - Streamlining employee surveys](https://www.macorva.com/resources/streamlining-employee-surveys-at-mass-medical-storage-case-study) - [CareSource - Transforming member feedback with Macorva PX](https://www.macorva.com/resources/healthcare-feedback-at-scale-caresource-macorva-px-case-study) - [PPC Partners - Empowering employee feedback success](https://www.macorva.com/resources/empowering-employee-feedback-success-ppc-partners-case-study) - [BlueScope - Global steel leader switches from top XM provider](https://www.macorva.com/resources/global-steel-leader-switches-from-top-xm-provider-to-macorva) - [CIRS - Reinventing employee review programs](https://www.macorva.com/resources/reinventing-employee-review-programs-cirs-case-study) - [Launchpad - Maximizing customer survey participation](https://www.macorva.com/resources/maximizing-customer-survey-participation-at-launchpad) ### Guides and eBooks - [How to Adopt AI in Performance Management: The Ultimate Guide](https://www.macorva.com/resources/how-to-adopt-ai-in-performance-management-the-ultimate-guide) - [Should You Use AI in Employee Performance Reviews?](https://www.macorva.com/resources/should-you-use-ai-in-employee-performance-reviews-ebook) - [Data-Driven People Optimization eBook](https://www.macorva.com/resources/data-driven-people-optimization-ebook) - [Developing Your CX Strategy: The Ultimate Guide](https://www.macorva.com/resources/developing-cx-strategy-ultimate-guide) - [Complete Employee Engagement Survey Template](https://www.macorva.com/resources/complete-employee-engagement-survey-template-resource-pg) - [Free Employee Engagement Survey Template and Design Guide](https://www.macorva.com/resources/free-employee-engagement-survey-template-design-guide) - [Quick Tips to Optimize Training ROI](https://www.macorva.com/resources/quick-tips-to-optimize-training-roi-ebook) - [Giving Your Employees a Voice in the Workplace](https://www.macorva.com/resources/giving-your-employees-a-voice-in-the-workplace-ebook) - [Guide to Employee Recognition with 360-Degree Feedback](https://www.macorva.com/resources/guide-to-employee-recognition-with-360-degree-feedback) - [Employee Wellness Survey Guide: Hybrid Work Strategies](https://www.macorva.com/resources/employee-wellness-survey-guide-hybrid-work-strategies-macorva) - [AI-Generated Performance Review Workflow Overview](https://www.macorva.com/resources/ai-generated-performance-review-workflow-overview) ### Whitepapers and Reports - [Radiant AI Whitepaper](https://www.macorva.com/resources/radiant-ai-whitepaper) - [Employee Engagement Survey Methodology](https://www.macorva.com/resources/employee-engagement-survey-methodology-whitepaper) - [Effective DEI Practices](https://www.macorva.com/resources/effective-dei-practices-whitepaper) - [Learning and Development Trends 2025 Report](https://www.macorva.com/resources/learning-development-trends-2025-report) - [AI in HR](https://www.macorva.com/resources/ai-in-hr) ### Product Overviews and Demos - [Macorva EX Platform Overview](https://www.macorva.com/resources/macorva-ex-platform-overview) - [Macorva EX Instant Demo](https://www.macorva.com/resources/ex-instant-demo) - [Macorva CX Instant Demo](https://www.macorva.com/resources/cx-instant-demo) - [Macorva MX Instant Demo](https://www.macorva.com/resources/mx-instant-demo) - [Macorva CX Call Insights Overview](https://www.macorva.com/resources/macorva-cx-call-insights-overview) - [Radiant AI Patient Experience Overview](https://www.macorva.com/resources/radiant-ai-patient-experience-overview) - [Magic Inbox Feature Overview](https://www.macorva.com/resources/magic-inbox-feature-overview) - [Radiant AI Manager Enablement Infographic](https://www.macorva.com/resources/radiant-ai-manager-enablement-infographic) - [Radiant AI for Legal Performance Management](https://www.macorva.com/resources/radiant-ai-for-legal-performance-management-overview) ### Selected Blog Articles - [How AI Reduces Bias in Employee Performance Reviews](https://www.macorva.com/blog/how-ai-reduces-bias-in-employee-performance-reviews) - [How to Write a Good Employee Performance Review](https://www.macorva.com/blog/how-to-write-a-good-employee-performance-review) - [How AI Is Shaping Continuous Feedback and Performance Management](https://www.macorva.com/blog/how-ai-is-shaping-continuous-feedback-and-performance-management-strategies) - [Should You Use AI in Employee Performance Reviews?](https://www.macorva.com/blog/should-you-use-ai-in-employee-performance-reviews) - [Should You Use AI in Learning and Development?](https://www.macorva.com/blog/should-you-use-ai-in-learning-and-development) - [How to Build Trust and Transparency in AI Performance Reviews](https://www.macorva.com/blog/how-to-build-trust-and-transparency-in-ai-performance-reviews) - [AI Secrets to Achieving Perfect Contact Center Quality Assurance](https://www.macorva.com/blog/ai-secrets-to-achieving-perfect-contact-center-quality-assurance) - [Contact Center QA: AI Call Scoring and Performance Intelligence](https://www.macorva.com/blog/contact-center-qa-ai-call-scoring-performance-intelligence) - [2026 Guide to Patient Experience Improvement and HCAHPS Score Strategies](https://www.macorva.com/blog/2026-guide-to-patient-experience-improvement-hcahps-score-strategies) - [How to Implement a Successful Patient Feedback System](https://www.macorva.com/blog/how-to-implement-a-successful-patient-feedback-system-best-practices-and-strategies) - [10 Employee Engagement Benchmarks That Connect to Retention](https://www.macorva.com/blog/10-employee-engagement-benchmarks-that-vitally-connect-to-employee-retention) - [Key Drivers of Employee Engagement](https://www.macorva.com/blog/key-drivers-of-employee-engagement) - [Employee Experience vs. Engagement: Essential Guide](https://www.macorva.com/blog/employee-experience-vs-engagement-essential-guide) - [360-Degree Reviews: A Practical Guide to Improving Employee Development](https://www.macorva.com/blog/360-degree-reviews-a-practical-guide-to-improving-employee-development) - [Effective Employee Recognition Strategies](https://www.macorva.com/blog/effective-employee-recognition-strategies-how-to-motivate-and-retain-employees) - [Silent Superstars: Employee Recognition](https://www.macorva.com/blog/employee-recognition-silent-superstars) - [Leveraging AI for Employee Retention Prediction](https://www.macorva.com/blog/leveraging-ai-for-employee-retention-prediction-a-comprehensive-guide) - [Predictive Analytics: Improving Employee Retention and Reducing Turnover](https://www.macorva.com/blog/predictive-analytics-improving-employee-retention-and-reducing-turnover) - [How to Measure Customer Experience: Key Metrics and Techniques](https://www.macorva.com/blog/how-to-measure-customer-experience-key-metrics-and-techniques) - [5 Ways to Use Customer Feedback for Business Success](https://www.macorva.com/blog/5-ways-to-use-customer-feedback-for-business-success) - [Using Generative AI to Transform Customer Feedback into Action](https://www.macorva.com/blog/using-generative-ai-to-transform-customer-feedback-into-action) - [Macorva and Genesys: Improving Call Center Performance with AI-Powered Feedback](https://www.macorva.com/blog/macorva-genesys-improving-call-center-performance-with-ai-powered-feedback-analysis) - [The Macorva-Mercer Relationship: Best-in-Class Employee Engagement Results](https://www.macorva.com/blog/the-macorva-mercer-relationship-a-collaboration-for-best-in-class-employee-engagement-results) - [Manager Enablement: The Future of Performance Management](https://www.macorva.com/blog/manager-enablement-the-future-of-performance-management) - [Step-by-Step Guide to Creating Effective Employee Onboarding Surveys](https://www.macorva.com/blog/step-by-step-guide-to-creating-effective-employee-onboarding-surveys) - [Why Gen Z Demands Real-Time Feedback and How to Deliver It](https://www.macorva.com/blog/why-gen-z-demands-real-time-feedback-and-how-to-deliver-it) - [How to Successfully Implement AI in Learning and Development](https://www.macorva.com/blog/how-to-successfully-implement-ai-in-learning-and-development-a-step-by-step-guide)