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A new approach to agent quality metrics, performance and assistance

Contexta360 provides contact centre leadership with powerful, intuitive tools and dashboards, enabling them to gain real insight and spot performance improvement opportunities.

Contexta360 Agent QM and performance management solution

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Contexta360 delivers next level quality and performance

Agents and leaders face many pressures including demanding workloads, leadership focus on CX, C-SAT, increasing revenue with lower costs, onboarding new hires, rapid policy changes, new product introductions and agent quality metrics and performance.

Contexta360 can reduce the strain by documenting and sharing best practice, having a unified approach to tracking common metrics, collaborating and sharing exceptional execution and highlighting examples of superb customer service. Automated summaries of conversations and automated topic, question and action collection, are other effective time savers for Contexta360 agents and leaders.

Contexta360 helps agents and leaders to:

  • determine potential training issues
  • ensure upselling and cross-selling and sales execution
  • maintain brand and regulatory compliance
  • safeguard customer satisfaction.

Contexta360 will automate by agent, by group or by all groups.  No back-office data science is required as everything is pre-integrated.

Solution benefits

All channels

Whether your customer conversations, are spoken, written or via social channels, Contexta360 captures and analyses those conversations to deliver actionable insights, metrics and KPIs.

Use-case dashboards

Whether you are agent coaching or making business transformation decisions, configurable and intuitive roles-based dashboards enable your users to see exactly what information they want to see, while ensuring non-relevant information stays private.

Organised structure

Contexta360 allows you to toggle between business use cases and metrics, by group or agent performance metrics and KPIs. It lets you choose how you manage and act on your conversational intelligence.

Thresholds

Highly configurable thresholds enable you to configure and alert on key metrics, to see trends and to reconfigure based on performance.

Prebuilt metrics out of the box

With rapid time-to-value and quick-start with pre-templated use cases and metrics, you will get ROI in days, not months.