Better information. Better decisions.
Big-picture overviews and detailed information are now available at a glance as you monitor incoming and outgoing messages, the performance of your team and other KPIs.
Monitor every channel
Easily compare different channels, based on real-time volumes. Then use the data to allocate resources appropriately.
Improve agent performance
A team is only as strong as its weakest link. Now you can make the whole chain stronger by using data to optimise productivity.
Artificial Intelligence is able to automatically understand sentiment, categorise messages and help eliminate bottlenecks, helping your operations run smoother.
FASTER AND MORE EFFICIENT
Ensure your customers get the service they deserve by analysing agent performance – then making data-driven decisions about who works where, and on what.
ALWAYS ROOM FOR IMPROVEMENT
Monitor and meet your KPIs
Use sophisticated analytics and insights to evaluate every customer contact. Stats such as first reply time, resolve time and resolve ratio help lift performance and track SLAs
CUSTOMER DATA THAT TELLS A STORY
Enhance the customer journey
Put conversational AI to work and analyze thousands of interactions to discover which topics use the most resources. Then develop automated processes to help customers get solutions quicker.