CONTACT CENTER ANALYTICS SOFTWARE
Scale actionable insights from contact center to other parts of the organization seamlessly
Empower your organization to innovate products, improve processes and drive efficiency — with actionable insights from billions of data points across 30+ channels.Ensure continuous improvement with real-time insights
Track customer experience at every touchpoint
Monitor end-to-end customer journey and analyze each interaction data using multi-level drill downs to improve your customer experience.
Monitor critical events and react instantly
Gain actionable insights into your business operations at multiple levels. Track important KPIs, respond to critical events and focus on continuous, real-time improvement.
Optimize team performance and productivity
Create multi-level dashboards in minutes for queues, locations, agents and interactions — and track KPIs, team performance and daily targets.
Transform your contact center as the strategic differentiator for your brand
Access intelligence on every customer conversation
Gain real-time insights on significant moments in customer conversations using AI-driven sentiment analysis to manage escalations effectively.
Generate agent quality scores using AI
Uncover scoring and reasoning insights on key QA parameters using custom-built industry-specific AI models. Use these insights to identify areas of improvement and coaching opportunities.
Ensure compliance and quality
Give your supervisors complete visibility into cases and analyze key insights — channels used, customer sentiment, agent behavior — to guide decisions on agent self-learning, coaching and engagement strategies.
Gain intelligence across the board
Visualize daily performance
Enable your contact center agents to monitor their daily performance, hygiene parameters and keep track of their targets.
Analyze team performance
Monitor individual agent performance and overall team metrics. Identify trends and root causes of performance anomalies.
Monitor floor performance
Gain visibility on queue and agent performance in real time — and take immediate actions to improve SLAs and reduce average handling time.
Stay in complete control of the data and visualizations
Take charge of all data visualizations
Customize dashboards with a ready-to-use widget library. Choose from an exhaustive list of 5000+ metrics like customizing colors, layouts and adding labels and annotations.
Export across formats at ease
Quickly share reports in various formats like Excel, CSV, PDF and PNG — and schedule on-demand exports to S3, SFTP or Email paths.
Enforce access permissions
Secure your data by setting user access and permissions, along with the ability to filter your data based on user groups and properties.
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