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Turn Data Into Action

Confidently make business decisions to boost contact center performance through full visibility of every customer conversation and take action.

Increase Productivity

Increase the quality of your coaching and quality assurance (QA) efforts while saving money. Automatically tailor coaching where you need it the most.

Drive Business Impact

Identify performance drivers that move business forward.

Productivity Product Suite

Outsourcer Performance

Maximize the effectiveness of your outsource partners by gaining a deeper understanding of efficiencies and opportunities for improvement.

Visualize Performance

Understand performance at a glance through an intuitive dashboard.

Manage Outsourcer Performance

Armed with robust insights, you can evaluate partners and manage improved outcomes.

Identify Bad Agent Behaviors

Ensure agents and outsource partners are contributing to improved customer experience.

QA Automation

Automatically flag and assign audits to the QA team based on agent needs and organizational priorities.

Analyze 100 Percent of Conversations

Evaluate every customer conversation for adherence to your QA checklist through consistent measurement and scoring methodology.

Automate QA Assignments

Automatically flag and assign audit conversations to the QA team based on agent needs and organizational priorities.

Streamline the QA Process

An easy-to-use web portal allows your QA team to focus on the right conversations with the right agents at the right time.

Coaching

Get a 360-degree view of contact center performance, allowing you to implement targeted and personalized coaching to increase agent engagement and boost customer satisfaction.

Drive Improvement

Easily identify the people and locations that impact you the most so that you can implement improvements to drive organizational success.

Personalize Your Coaching Strategy

Identify the key metrics and underlying drivers of contact center performance. Understand which groups, locations, supervisors, and agents can generate quick wins.

Visualize Your Data

Use powerful visualizations, including heat maps, call paintings, and an intuitive interface to quickly identify improvement areas.

Behavioral Communication Training

Train your agents in the power of personality and see the impact with more engaging and productive customer conversations.

Engage Agents

Captivate your agents through interactive media and fun games while they learn to have more impactful customer conversations.

Delight Customers

Our training platform leverages a sophisticated behavioral model used by NASA to help agents identify, understand, and connect with customers’ unique personalities.

Boost Key Business Metrics

As your agents apply their knowledge, witness handle time reductions and increased customer satisfaction through shorter, more satisfying conversations.

Learn how you can convert powerful conversation insights into customized coaching opportunities.

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Explore our Other Product Families

Predictive Behavioral Routing

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Capture

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Analytics

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Service and Support

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