Qualtrics Contact Center Analytics is a cloud-based solution that leverages AI and machine learning to capture, analyze, and integrate data from all contact center channels—including calls, chats, emails, and social media. It transforms both structured and unstructured data into actionable insights, enabling organizations to enhance customer service, optimize agent performance, and drive operational efficiency through real-time monitoring, predictive analytics, and automated quality management.

Key Features

Omni-Channel Data Integration Aggregates data from all customer touchpoints for comprehensive analysis.

• Captures calls, chats, emails, IMs, and social media interactions.
• Integrates structured and unstructured data for a unified view.

AI-Powered Analytics Uses advanced AI and machine learning for deep insights.

• Natural Language Understanding (NLU) and Natural Language Processing (NLP) analyze sentiment, intent, and empathy.
• Predictive analytics to identify trends and potential issues.

Real-Time Monitoring and Scoring Provides immediate feedback and performance tracking.

• Scores 100% of interactions across all channels in real time.
• Flags compliance risks and coaching opportunities automatically.

Automated Quality Management Streamlines and enhances quality assurance processes.

• Automates scoring and reporting for every agent interaction.
• Reduces manual effort and bias in quality assessments.

Interactive Dashboards Delivers actionable insights to agents and managers.

• AI-driven dashboards highlight strengths, weaknesses, and coaching needs.
• Connects insights directly to coaching plans and performance improvement.

Benefits

Enhanced Customer Experience Improves service quality and customer satisfaction.

• Identifies and addresses friction points quickly.
• Personalizes support and resolves issues proactively.

Increased Agent Productivity and Engagement Empowers agents and managers with actionable insights.

• Provides real-time feedback and targeted coaching.
• Reduces time spent on manual analysis and reporting.

Operational Efficiency and Cost Savings Optimizes processes and reduces operational costs.

• Automates quality management and compliance monitoring.
• Enables data-driven decision-making for continuous improvement.