CX and CSAT Solutions
The customer voice across every channel
Gain real-time visibility and insight into the status of your customer experience, customer satisfaction and NPS. Highlight customer sentiment, customer friction and customer effort score, directly impact your workforce management operations and fix broken processes.
Workforce Optimisation Solutions
WFO - Reimagined
Go beyond the basic workforce management (WFM) and workforce optimization (WFO) mindset. Explore the power of automated and integrated agent QM, integrated coaching, agent wellbeing and workload reduction software. Expand your talent pool and accelerate agent onboarding.
Compliance and Risk Solutions
100% analysis of every conversation across every channel
Breaching compliance can be costly and damaging to your brand. Mitigating risk is a wise investment for regulatory, brand and process compliance. Contexta360 has powerful capabilities to analyse and learn from historical conversations or detect and steer in real time.
Business Optimisation Solutions
Detect broken process, failure demand, trends and content gaps
Agent and customer analysis is powerful, but processes, communications, systems and content often fuel a disconnect, with some topics and trends hidden. Contexta360 mines big data across all channels to uncover insights.
Agent Assist Solutions
Supporting your staff when it matters
Hiring and onboarding is a major challenge in today’s contact center. Time to productivity, quality, knowledge level and risk mitigation are critical. Deploying suggested next best action, real-time compliance and sales upsell will expand the capacity of your team, accelerate onboarding and improve the employee experience.
Increase C-SAT by 47%
Increase first contact resolution, by reducing time to answer and hold and transfers
Increase Revenue by 40%
Use AI driven and automated metrics that drive your agent performance goals
Reduce Agent Churn by 64%
Improve employee experience with easier onboarding, guidance and support
Speed up Agent Onboarding
Real-time knowledge driven solutions for agent training and guidance in call when it matters
Combine data, unlock opportunities and deliver highly personalised customer journeys
- Transcribed voice and digital interactions in a structured format for analysis
- All interaciton types; voice, email, chat and messages
- Actionable analysis and topic spotting
- Natural language processing technology AI and ML
- Voice transcriptions for 100% of conversations in 14 supported languages
- Enhancement of current investments inclusing Genesys, Avaya, Mitel, 8×8, Five9, NEC and AWS-Connect.
"Highly visual, clear and concise reporting has helped us to uncover previously unidentified risks”
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