Your browser is out-of-date!

Update your browser to view this website correctly. Update my browser now

×

 
workforce optimization
inContact Analytics
workforce optimization

Gain actionable insights from every customer interaction

inContact Analytics provides you with actionable insights from every interaction to drive measurable improvements in customer experience and agent performance. Highly accurate results and intuitive visualizations let you easily understand how each interaction influences your customers’ experience and your company’s results.


Improve

Improve customer
experiences

Target

Target drivers of
business outcomes

Identify

Identify high-return
improvement opportunities

Reduce

Reduce compliance
risk

Focus

Focus agents on
helping customers

Industry-leading contact center analytics

 
QM

Improve every
customer's
experience

Analyze every interaction to understand what transpired, identify outcomes, and evaluate the customer experience.

  • Drive continuous improvement
  • Enable proactive issue resolution
  • Pinpoint problematic customer interactions
  • Analyze 100% of recorded interactions
 
QM

Increase
improvement
velocity & success

Pinpoint opportunities for improvement through automated issue identification and understand in detail what needs to change.

  • Identify and prioritize important issues
  • Understand what drives outcomes
  • Get accurate views of emerging trends
  • Search thousands of conversations in seconds
 
QM

Coach &
train more
effectively

Identify individual coaching topics and training needs for every agent based on their customer interactions.

  • Accurately assess agent performance
  • Make coaching more meaningful
  • Reduce supervisor effort
  • Identify suspicious or innapropriate interactions
 
QM

Manage
compliance
proactively

Detect non-compliant actions in near real time and resolve them proactively before issues escalate.

  • Enhance precision of compliance monitoring
  • Pinpoint when agents are out of compliance
  • Investigate potential compliance issues
  • Identify suspicious or innapropriate conversations
 
workforce optimization
workforce optimization

Related Products

Reporting


Guides smarter, more informed decisions with real-time and historical insights on key business metrics and trends.

Performance
Management


Inspire employees
to self-improve and align
with organizational goals.

Quality
Management


Screen and call recording, agent self-evaluations, automated feedback and work flows.

Ready to transform the way you achieve
your customer experience goals?

Call us at 1-866-965-7227 to talk
to an inContact specialist

Call

Live chat with
an inContact Specialist

Chat

Learn more about
our solutions

Request a Quote