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CX and C-SAT Solutions
The voice of the customer 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, CES and directly impact your WFM operations and remediate broken processes.
Increase C-SAT by 47%
Increase first contact resolution, by reducing time to answer and hold and transfers
Increase Revenue by 40%
Use Al driven and automated metrics to drive your agent performance goals
Reduce Agent Churn by 64%
Increase first contact resolution, by reducing time to answer and hold and transfers
Speed up Agent Onboarding
Use real-time knowledge driven solutions to deliver agent training and guidance in the call when it matters
Reduce Failure Demand
Use real-time intelligence to gain a better understanding of your conversations and how to organise your conversational channels more efficently.
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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.
“Contexta360 has transformed our agent coaching and pinpointed coaching requirements”
Contexta360 Customer
“Root cause analysis is fast and highly accurate and means we can solve issues faster”
Contexta360 Customer
“Sentiment analysis has provided factual insights and behavioural examples which positively impacted our agent’s performance”
Contexta360 Customer
“The clean user interface in Contexta360 makes visualising team performance simple”
Contexta360 Customer
"Highly visual, clear and concise reporting has helped us to uncover previously unidentified risks”
Contexta360 Customer
“Creating use cases and CX themes to measure performance and business risks is easy and effortless in Contexta360”
Contexta360 Customer
What's new?
The latest news articles and blog posts from C360
