Analyze and Track Customer
Interactions with Insights360
Advanced end-to-end analytics from dial to disconnect
New Insights for Customer Interactions
Insights360 is the only analytics solution that captures end-to-end interactions from dial to disconnect and across media, including time on hold, self-service interactions, transfers to a live agent, and third-party services. Listen to calls from the customer’s view and get the data needed for confident decision making.
Decrease Customer Dissatisfiers
Avoid Unnecessary Transfers
Key Benefits
End-to-End Dashboard
Unlike other analytics solutions, Insights360 tracks calls through transfers, collecting data through the entire call, including your IVR, queues, contact center and partner sites. Insights360 follows transfers and measures effectiveness at every stage of the journey from dial to hang up.
Customer Care Channel Analysis
Insights360 captures the full engagement experience, including all automated, agent-assisted and outsourced segments. It then visualizes the data to map the journey and show opportunities for improvement across the interaction, making it possible to reduce call volume and lower costs per call by optimizing agent and IVR performance.
Voice-of-the-Customer Listening
Most organizations track call volume and resolution. What many lack is insight into why people call and how each step affects overall CX. Insights360 lets you hear directly from customers to gain first-hand knowledge about your services, products and competitors.
Solve Complex Problems with Insights360.
Immediately integrate Insights360 into your contact center with no IT requirements. Contact our team to identify new opportunities, find effective outcomes, and create great customer experiences.