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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.
Scale actionable insights from contact center to other parts of the organization seamlessly

Ensure continuous improvement with real-time insights

Drive positive business outcomes by visualizing customer journeys and monitoring agent activity in real time.

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. 

Track customer experience at every touchpoint

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.

Monitor critical events and react instantly

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.

Optimize team performance and productivity

Transform your contact center as the strategic differentiator for your brand

Gain a single source of truth with real-time AI-powered conversational analytics across customer feedback, agent quality and performance.

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. 

Access intelligence on every customer conversation 

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.

Generate agent quality scores using AI 

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. 

Ensure compliance and quality 

Gain intelligence across the board

Obtain actionable insights with comprehensive, persona-based reports out of the box and drive business-critical decisions for your contact center.

Visualize daily performance 

Enable your contact center agents to monitor their daily performance, hygiene parameters and keep track of their targets.

Visualize daily performance 

Analyze team performance 

Monitor individual agent performance and overall team metrics. Identify trends and root causes of performance anomalies. 

Analyze team performance 

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.

Monitor floor performance 

Stay in complete control of the data and visualizations

Save time with easy-to-understand data visualizations and secure sensitive information by managing user access and permissions.

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.

Take charge of all data visualizations

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.

Export across formats at ease 

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.

Enforce access permissions 

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