No more hunches. Analyze every interaction to improve customer loyalty, retain employees, improve selling and understand your audience.

For Enterprise Interactions

Conversation Intent

Why did customers connect?

First Contact Resolution

How many must repeat their interaction and why?

Compliance

Are we meeting legal requirements?

Performance Scorecard

Did we handle customers appropriately?

Performance Modeling

What offer has the best close rate? How well do we spot buy signals? Churn likelihood?

News & Views Blog

Great Agents Are Made: How Customer Feedback Can Influence Scorecards That Measurably Improve Performance

Great Agents Are Made: How Customer Feedback Can Influence Scorecards That Measurably Improve Performance

Is it possible to develop a good agent into a great one? The answer is yes – but this doesn’t have to happen by itself. Contact centers can accelerate the process of improving the outcomes of every conversation when they leverage advanced AI to automatically gather, analyze and provide insights and tips to agents and their coaches in a continual manner.

Great Experiences Start With Great Agents

Great Experiences Start With Great Agents

One of the greatest challenges we face in the CX industry is agent turnover. We are all in on this post by Genesys on the importance of thinking in parallel about CX and what we’re calling AX – the Agent Experience.