Lead the customer conversation across the organization and in your teams.
Good bye manual analysis and spreadsheet duct tape. OI analyzes
and quantifies performance improvement opportunities at every
layer of the contact center automatically.
Forget call disposition codes, 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 measure and quantify your biggest and most granular 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 needs fixing. Get total visibility into performance across the operation of what’s driving the costs, satisfaction, sentiment and resolution, all the way down to the individual inquiry level.
Identify your own 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 more help based on the customers’ reason for contact. That way you can replicate the behaviors which deliver the best customer outcomes across the scale of the contact center.
increase in FCR
increase in FCR
increase in FCR
increase in FCR
increase in FCR
increase in FCR
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Customer interactions across voice, email, chat channels
Customer interactions across voice, email, chat channels
Customer interactions across voice, email, chat channels
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id nisl tellus rhoncus, imperdiet cons.