AI-powered Contact Center Analytics
An operational intelligence layer that audits 100% of interactions, unifies channels, and turns customer service into actionable decisions.
What is Contact Analytics?
Contact Analytics is a superior layer of analytical intelligence for multichannel contact centers that analyzes voice and digital channels in real time. It doesn't replace your existing infrastructure; it enhances it with advanced analytics and artificial intelligence capabilities.
Full audit
It analyzes 100% of interactions without sampling, guaranteeing total coverage.
Unified vision
Integrates voice, WhatsApp, Instagram, and email into a single view
Applied AI
Automatic assessment of quality, compliance and sentiment
Immediate action
Executive dashboards, critical alerts, and intelligent summaries
The problem that Contact Centers face today
Contact centers operate with fragmented data, sample-based audits, and delayed feedback. This lack of comprehensive visibility leads to a loss of operational control, poor traceability in process compliance, and reactive decisions made too late. Most organizations can only manually audit 1% to 2% of total interactions, leaving a significant blind spot in service quality and adherence to critical protocols.
Limited Audit
Only 1-2% of interactions are manually audited
Information silos
Lack of unified multichannel visibility
Hidden breaches
Scripts and protocols without systematic verification
Delayed reaction
Detecting out-of-time complaints and detractors
Product in action
Visualize how Contact Center Analytics transforms operational data into actionable insights through intuitive interfaces designed for different roles and needs within your organization.
From high-level executive summaries to detailed agent-by-agent analysis, each view is optimized to deliver the right information to the right stakeholder at the right time.
Executive Summary: Real-time KPIs
Gain instant access to the metrics that truly matter to Contact Center management. Contact Analytics consolidates critical indicators into executive dashboards that facilitate data-driven decision-making.
Total calls
Monthly processed volume
Score QA Voice AI
Automated average quality
SLA compliance
Agreed service level
Average AHT
Average processing time
CSAT calls
Customer satisfaction
Critical alerts
Situations that require attention
It doesn't replace your platform: the power
Contact Analytics is an operational intelligence layer designed to understand, alert, and improve operations in near real-time, without being a closed suite that replaces your existing infrastructure.
It integrates with your existing platforms to add advanced analytics capabilities that didn't exist before, maximizing your existing technology investment.
- AI applied to real-world operationsModels specifically trained for Contact Centers
- True and unified multichannelSingle view of the complete customer journey
- Early risk detectionProactively identifying problems before escalating
- Open and decoupled architectureFlexible integration without critical dependencies
- Fast time-to-valueTangible results in 4 to 6 weeks
How the system works
Contact Analytics operates through a four-stage flow that transforms raw interactions into actionable operational intelligence, all in an automated and scalable manner.
IntakeAutomatic collection of audio, chats, and logs from multiple sources
Transcription and analysisAI processing to convert speech to text and extract context
AssessmentVerification against defined policies, scripts, and quality standards
ActionDashboard generation, critical alerts, and targeted coaching
Key system functionalities
100% automated QA
Quality assessment of all interactions without exception, eliminating the bias of manual sampling and ensuring full service coverage.
Unified multichannel analytics
A consolidated view of voice, WhatsApp, Instagram, and email that allows you to understand the complete customer journey across all touchpoints.
Automated script compliance
Systematic verification of compliance with mandatory scripts, policies and protocols in each interaction, with immediate deviation alerts.
Near real-time dashboards
Continuously updated operational and executive visualizations for decision-making based on fresh and relevant information.
Automatic critical alerts
Instant notifications for situations requiring urgent attention: serious breaches, detractor customers, or risks of escalation.
AI-powered executive summaries
Intelligent synthesis of trends, patterns, and opportunities for improvement, automatically generated to facilitate strategic management.
Why Contact Analytics?
Contact Analytics delivers actionable operational intelligence for contact centers, combining multichannel analytics, applied AI, and open architecture, without replacing your current infrastructure.
It's not a closed suite or a generic dashboard: it's an intelligence layer designed to understand, alert, and improve operations in near real time.
- AI applied to real-world operations
- True and unified multichannel
- Early risk detection
- Open and decoupled architecture
- Fast time-to-value
Turn every interaction into a smart decision
Your contact center generates thousands of daily interactions with valuable information that's currently being lost. Contact Analytics captures, analyzes, and transforms that volume of data into actionable insights that drive real improvements in quality, efficiency, and customer experience.
Request a personalized demonstration or diagnostic session to evaluate your current Contact Center and identify specific opportunities for improvement based on real data from your operation.
Have a project in mind?
Get in touch, we're ready to help you.