How OI can help you

Market Leading AI Powered Customer Insights

Drill down on pain points to understand exactly what is bothering your customers

Executives

Discover what is driving customers to contact and where the biggest challenges and opportunities exist across the business to transform the experience, increase revenue and lower costs with a built in business case.

Enablement

Make faster, data-driven decisions on how to improve products, services and policies by quantifying the root cause of problems that negatively impact the customer experience and drive avoidable cost in to the business.

Ops Managers

Enable your teams to consistently target the highest impact initiatives and drive data-based continuous improvements within the contact center with ready to execute insights for every layer of the operation.

Frontline Managers

Create higher levels of agent engagement and collaboration with real-time agent dashboards that make it easy for your teams to see their own development opportunities based on the needs of the customer.

Testimonials

What our great customers are saying

Our customers are skyrocketing with Operative Intelligence

Michael Callahan, Vice President E-Commerce and Customer Experience

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.
Read More

Rebecca Burns, Head of Support

It has been a pleasure working with the OI team to transform our contact center data into meaningful insights. The tool speaks for itself. Technology aside, we’ve gained far more than accessible, digestible and actionable insights. The real ‘secret sauce’ to our engagement has been OI’s unparalleled commitment to realizing measurable value. Understanding that it takes more than ‘numbers on a page’ to drive true transformation, OI enabled our leadership team to target high-impact initiatives and drive data-based continuous improvement in our contact centres
Read More

Mark Whitney, Vice President of Member Solutions

For years I’ve had endless reports to draw upon however it’s always been hard to quantify the root cause of why members are calling. The complexity of work has evolved and the need for actionable data on our member contacts has grown substantially. OI delivers the information I’ve been searching for to make data-driven changes. Delivering quantified data to areas outside of the contact center and to senior leadership is creating a positive change in how the organization can make improvements, by being able to see what our biggest challenges and opportunities are. The real time agent dashboards have created a higher level of agent engagement and collaboration. The team at OI is amazing to work with. They are very knowledgeable experts who provide help for your individual contact center and not a cookie cutter approach.
Read More

Testimonials

What our great customers are saying

Our customers are skyrocketing with Operative Intelligence

"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."

Michael Callahan, Vice President E-Commerce and Customer Experience

Orbit

“It has been a pleasure working with the OI team to transform our contact center data into meaningful insights. The tool speaks for itself. Technology aside, we’ve gained far more than accessible, digestible and actionable insights. The real ‘secret sauce’ to our engagement has been OI’s unparalleled commitment to realizing measurable value. Understanding that it takes more than ‘numbers on a page’ to drive true transformation, OI enabled our leadership team to target high-impact initiatives and drive data-based continuous improvement in our contact centres”.

Rebecca Burns, Head of Support

Myob

"For years I’ve had endless reports to draw upon however it’s always been hard to quantify the root cause of why members are calling. The complexity of work has evolved and the need for actionable data on our member contacts has grown substantially. OI delivers the information I’ve been searching for to make data-driven changes. Delivering quantified data to areas outside of the contact center and to senior leadership is creating a positive change in how the organization can make improvements, by being able to see what our biggest challenges and opportunities are. The real time agent dashboards have created a higher level of agent engagement and collaboration. The team at OI is amazing to work with. They are very knowledgeable experts who provide help for your individual contact center and not a cookie cutter approach."

Mark Whitney, Vice President of Member Solutions

Apple Federal Credit Union

Features

AI-Powered CX & Operational
Performance Insights

OI analyzes and quantifies performance improvement opportunities at every layer of the contact center automatically.

Animated chart showing customer enquiries sorted by average handle time. A modal shows the inquiry, the volume of calls, total cost and sentiment.

Increase customer satisfaction

Understand the exact reasons why customers are reaching out and use this data to drive change and reduce costs related to customer service

Get actionable insights tied to revenue

Show executives irrefutable data about how to make meaningful changes in the organization, tied directly to revenue

A pie chart showing sample data, average call cost and percentage of interactions.
An animated bar chart with trend line, showing root cause, resolution rate and customer satisfaction rate.
Root Cause: I need to change my
Contact Resolution Rate: 74%
Customer Satisfaction Rate: 75%

Drive change at every level of the business

This data allows companies to have a broader conversation about what to fix and adjust in the customer experience

People Intelligence

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.

Oren
Danielle
Mimi
Emily
Dan
Abbie
Savannah
Tawny
Thomas
Larissa
Nabilla
James
A sample chart showing average handle time against each agent.

31%

Volume reduction through
IVR optimization

29%

Increase in channel NPS

87%

Increase in cross-sell and
new revenue

33%

Increase in FCR on largest
customer pain point

21%

Decrease in AHT on largest
workload driver

32%

Reduction in volume over
peak period

Powered by Operative Intelligence

Ready to turn
Why into ROI?

Check it out for yourself

Book a demo

How it works

Actionable intelligence on demand

OI works with your existing contact center systems to deliver actionable insights in days

Capture

Customer interactions across any customer channel including voice, chat, warranty and online reviews

Analyze

OI automatically analyzes your customer interactions at scale and generates real-world insights

Action

Ready to execute insights power decisions in the contact center and across the business

A sample chart showing a fluctuating trend line
A sample chart showing a fluctuating trend line
A sample chart showing a fluctuating trend line

Blog

Operative Intelligence Blog

Learn from customers, thought leaders and peers about the new generation of contact center

Subscribe to receive the latest updates

BOOK A DEMO!

Ready to turn
Why into ROI?

Check it out for yourself

Book a demo
Close modal button

Provide Email

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Close modal button

Book a Demo

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.