In less than a year, Orbit has gone from having little to no insight about the challenges our customers face with our lawn and garden products, to having a highly accurate, credible platform of multi-dimensional insights that will help us continually improve our customers’ experiences more quickly than we ever imagined. Their AI/ML analysis lets us pull key drivers of customer complaints and challenges, sorted by topic and product. This enables us to go back and close the loop with our product development teams, helping us to be an active partner in improving our products. Their dashboards also provide insights into which customer care agents are best at assisting with certain types of customer conversations, so we can provide a more efficient experience for our customers and replicate best practices across the team.
Drill down on pain points to understand exactly what is bothering your customers
Our customers are skyrocketing with Operative Intelligence
Our customers are skyrocketing with Operative Intelligence
OI analyzes and quantifies performance improvement opportunities at every layer of the contact center automatically.
Understand the exact reasons why customers are reaching out and use this data to drive change and reduce costs related to customer service
Show executives irrefutable data about how to make meaningful changes in the organization, tied directly to revenue
This data allows companies to have a broader conversation about what to fix and adjust in the customer experience
Identify your pockets of best practice and leverage the insights to clone your best agent. OI makes it easy to see which agents are superstars and who needs help based on the customer's reason for contact. Making it easy to replicate best practice behaviors across the scale of the contact center.
Volume reduction through
IVR optimization
Increase in channel NPS
Increase in cross-sell and
new revenue
Increase in FCR on largest
customer pain point
Decrease in AHT on largest
workload driver
Reduction in volume over
peak period
OI works with your existing contact center systems to deliver actionable insights in days
Customer interactions across any customer channel including voice, chat, warranty and online reviews
OI automatically analyzes your customer interactions at scale and generates real-world insights
Ready to execute insights power decisions in the contact center and across the business
Learn from customers, thought leaders and peers about the new generation of contact center