CUSTOMER EXPERIENCE ANALYTICS

Turn real-time analytics into great customer service.

Use customized dashboards to compare your performance against SLAs and key metrics, in real-time. Easily identify coaching opportunities and drive improvements in customer satisfaction.

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Turn historical data into great performance.

Make data visualization easier with a powerful business intelligence and reporting tool. Apply flexible filtering, scheduling, and customization options for a 360-degree view of your contact center performance.

Turn every interaction into customer intelligence.

Analyze 100% of your customer interactions to find patterns in customer intents and sentiment. Use speech and text analytics to explore new opportunities to automate tasks and mitigate customer escalations.

Turn customer feedback into customer satisfaction.

Easily create and deploy surveys on any channel to capture, analyze, and act on customer feedback with a Voice of the Customer (VoC) tool. Gain the insights you need to discover trends and identify opportunities to place the customer at the heart of the contact center.

CUSTOMER EXPERIENCE ANALYTICS | REAL-TIME DASHBOARDS

Talkdesk real-time dashboards for CX analytics.

Act in real time.

Identify trends, detect performance pitfalls, and take action instantly allocating resources to provide the best experience for your customers.

Quality and performance.

Set meaningful alarms to monitor call performance at all times. Drop into calls in real-time to coach agents or talk to customers directly for superior results, even in challenging interactions.

Display what matters.

Get the visibility on the KPIs you need like service level, abandon rate, wait time, handle time, and more to make informed decisions fast. Create your own dashboards and customize visualizations to supervise performance at all times.

CUSTOMER EXPERIENCE ANALYTICS | BUSINESS INTELLIGENCE

Turn insights into CX excellence with contact center business intelligence.

Choose how you view your data.

Leverage a combination of pre-built and fully customizable reports, dashboards, and metrics, to track virtually any measure with just a few clicks.

Make the right decisions. Faster.

Gain visibility into your data to quickly uncover patterns, drill down into specifics, and make better, more informed business decisions.

Intelligent insights for everyone.

Improve customer journeys and agent performance by leveraging AI-powered topic analysis and IVR optimization recommendations, for a 360º view of every interaction.

CUSTOMER EXPERIENCE ANALYTICS | INTERACTION ANALYTICS

Talkdesk Interaction Analytics for customer experience.

Discover the root causes of customer issues.

Uncover the details of what customers are communicating, and understand the issues causing contact peaks across different channels. Easily visualize the trending topics and variations on customer intents and sentiments, and discover better ways to create the best customer journey to improve CSAT and drive more revenue.

Augment agent coaching.

Empower supervisors to deliver high-quality agent coaching by leveraging AI-powered insights of voice and text interactions. Discover issues impacting agent performance faster with searchable transcripts, sentiment analysis, and automated interaction scoring, using Talkdesk QM Assist.

Speed up response times to critical issues.

Use Talkdesk CX Sensors to t​rigger alerts when specific preset conditions occur to proactively address issues 24/7 and avoid escalations. Automate alerts on your preferred channel and take action on urgent issues in third-party systems.

Make customer and agent journeys more efficient.

Apply interaction insights to all AI-powered tools and discover opportunities to lower the cost of service while maintaining a high-quality customer experience. Use live agent resources more efficiently by identifying the ideal use cases to implement self-service automation, agent assistance and knowledge management tools.