Deploy the right agents at the right time with in-depth performance KPI analytics that help you optimise customer service levels through increased agility, accurate forecasting and scheduling.

Forecasting & Scheduling: Accurately predict call volumes and agent workloads to optimise staffing levels, reduce customer wait times and enhance customer satisfaction.

Increased Agility: Track agent performance and workload in real-time. Make quick staffing adjustments to ensure efficient operations and help prevent agent burnout.

Rich insights like call quality and key takeaways that let you improve agent skills and increase customer satisfaction.

AI Speech Analytics: Utilise AI-powered speech analytics to identify trends, assess customer sentiment and agent performance.

Improved Customer Satisfaction: Use historical data to identify areas of improvement that will increase customer satisfaction.

Agent Feedback and Coaching: Evaluate individual agent performance and identify opportunities for further development & coaching.

Real-time monitoring and historical data that helps the Contact Centre management decision-making process.

Performance Metrics: Analyse key metrics including Average Handle Time, First Call Resolution and Customer Satisfaction.

Real-Time Monitoring: Enable supervisors to track agent performance and respond promptly to changing conditions.

Customisable Dashboards: Tailored to your business KPIs and goals.

Multi-Channel Integration: Consolidate data from all your CX communication channels into one reporting tool.

Historical Data Analysis: Forecast accurately with insightful trend analysis reporting.