Quality and analysis

Capturing all contact moments is essential, but analyzing this data to make the right decisions is crucial!

Customer Experience Analytics

Customer Experience Analytics allows you to see how customers experience interactions and provide feedback. This enables you to make data-driven decisions to improve customer satisfaction. Share rich customer insights across the organization and drive go-to-market, service and product strategies with relevant, real-time data.

You can realize significant cost savings with Customer Experience Analytics and benefit from the simplicity of managing everything. Customer Experience Analytics features include interaction analysis and sentiment, real-time sensors and automations, and real-time dashboards. Our software helps you streamline your communications, improve collaboration and ultimately provide better customer service.

Customer Experience Analytics allows you to see how customers experience interactions and provide feedback. This enables you to make data-driven decisions to improve customer satisfaction. Share rich customer insights across the organization and drive go-to-market, service and product strategies with relevant, real-time data.

You can realize significant cost savings with Customer Experience Analytics and benefit from the simplicity of managing everything. Customer Experience Analytics features include interaction analysis and sentiment, real-time sensors and automations, and real-time dashboards. Our software helps you streamline your communications, improve collaboration and ultimately provide better customer service.

Quality and analysis stripe

The power of data
There are powerful insights hidden in your contact center interaction data. Discover customer pain points by using AI-driven data mining and automation.

Real-time analytics
Use custom dashboards to compare your performance in real time against SLAs (Service Level Agreements) and key metrics. Easily identify coaching opportunities and improve customer satisfaction.

Business intelligence and reporting
Make data more easily visible with the powerful business intelligence and reporting tool. Apply flexible filtering, scheduling and customization options for a 360-degree view of your contact center’s performance.

From interaction to customer information
Analyze 100% of your customer interactions to find patterns in conversational moments, topics, customer intentions and sentiment. Use speech and text analytics to explore new opportunities so you can automate tasks and reduce escalations.

Respond optimally to customer feedback
Use your own easily designed surveys to capture, analyze and respond to customer feedback with a Voice of the Customer (VoC) tool. Discover trends and identify opportunities to put the customer first in the contact center.

Benchmark data
Compare your contact center with industry peers to identify areas for savings and quality improvement.

APIs for data
Improve the customer experience by integrating real-time and historical contact center data into your BI systems, CRM, case management and more.

Quality and analysis stripe V2