Lead the customer conversation across the business and in your teams.
OI analyzes and quantifies performance improvement opportunities at every layer of the contact center automatically.
Unearth the reality of why customers are contacting in the first place and in their own words.
OI analyzes your customer interactions at scale and uses AI to identify the Root Cause of why they’re contacting, helping you quantify and objectively track your customer drivers with precision over time.
OI helps you identify and quantify which inquiries you can automate, avoid, simplify or promote with a built in business case. Use this insight to inform technology road maps, product development, train self service solutions and align your teams on solving your biggest customer pain points, systematically.
Easily identify which areas of the operation are working well and what can be improved. Get total visibility into performance across the operation including what’s driving cost, satisfaction, sentiment and resolution, all the way down to the individual inquiry level.
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 customers’ 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 voice, email, chat and web channels
OI 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
Our customers are skyrocketing with Operative Intelligence
Learn from customers, thought leaders and peers about the new generation of contact center