Trusted by companies around the world

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"We discovered 13 inquiries we could migrate to self service and reduce our volume by 31%"
"We saved over $1,000,000 through our peak period by addressing avoidable volume"
"In less than 12 months, we are over 50% more efficient in servicing our largest call driver"

How OI can help you

Systematically Manage Your Customer Operations

Lead the customer conversation across the business and in your teams.

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.

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.

Understand your customers’ needs at scale

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.

Customer Intelligence

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.

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%

Operational Intelligence

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.

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

Actionable Insights Identified by OI

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 voice, email, chat and web channels

Analyze

OI 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

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, VP 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, AVP Contact Centers

Apple Federal Credit Union

Blog

Operative Intelligence Blog

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

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