Interaction Analytics combines sophisticated phonetics and speech-to-text tools so you can transform every spoken word into accurate, usable data. Meanwhile, an advanced text analytics engine provides consistency that drives accuracy and reliability in every interaction.

Advanced desktop analytics reveal agent best practices, common issues, and tech gaps and bottlenecks. Desktop analytics can also trigger automated workflows, so you can simplify and streamline agent and customer experiences.

Dig into the nuances of complex customer interactions with contact center sentiment analysis that produces sentiment scores (positive, neutral, or negative) for every single call. Then incorporate sentiment scoring into quality management and agent coaching processes to add empathetic, human depth to your CX.

AI modeling uses speech and text analytics to provide predictive Net Promoter Score (NPS) and quality evaluations for 100% of customer interactions. This instantly enhances quality management, enables more personalized coaching, and gives agents engaging near real-time feedback.

Easily create and automate dedicated dashboards for business problems like customer retention, brand awareness, upsell and cross-sell opportunities, script adherence, compliance, and more. Give both managers and agents the ability to focus on what matters most.