Quantum Metric's Contact Center solution empowers organizations to slash call volume and protect their bottom line by leveraging real-time digital insights. It enables teams to reduce unnecessary calls, allowing agents to focus on delivering a concierge experience. By pinpointing opportunities to improve digital self-service, the platform makes digital interactions easier and more effective, thereby preventing calls. It also shortens call times and boosts first-call resolutions by providing agents with real-time insights into customer intent and digital friction, equipping them with the necessary context to resolve issues quickly and empathetically. Furthermore, the solution helps teams take focused action by using digital insights to prioritize impactful changes, aligning product, engineering, and customer support teams on critical areas for better customer outcomes and business growth. It also increases agent productivity by identifying friction in daily agent applications like ServiceNow or Salesforce Service Cloud, using detailed analytics and session replay to optimize workflows without extensive user testing. The platform drives better contact center outcomes by enhancing digital self-service, improving the omni-channel customer journey, and providing agents with a full view of the customer's digital journey for faster, more empathetic support. Contact Driver Analysis, powered by Quantum Metric's Data Enrichment, identifies the friction causing unnecessary calls, measures their cost, and demonstrates the value of reducing them. Felix AI provides agents with simple summaries of callers' recent digital experiences, including their intent and encountered issues, leading to faster and more effective resolution and higher satisfaction. Embedded Replay allows for increased customer empathy and faster insight by instantly viewing the customer's digital session, with role-based permissions ensuring data privacy. Lightning Analytics optimizes the agent experience by providing visibility into agent workflows, reducing time between steps, and enabling better and faster customer support.

Features & Benefits

• Reduced Call Volume: Improves digital self-service to prevent unnecessary calls and free up agents.
• Faster Resolutions: Shortens call times and boosts first-call resolutions with real-time customer intent and friction insights.
• Increased Agent Productivity: Optimizes agent workflows in applications like ServiceNow and Salesforce Service Cloud through analytics and session replay.
• Enhanced Customer Empathy: Provides agents with a full view of the customer's digital journey for tailored and efficient service.
• AI-Powered Insights: Felix AI provides session summaries for agents, detailing customer intent and encountered issues.
• Contact Driver Analysis: Identifies and quantifies the friction points driving unnecessary customer calls.
• Embedded Replay: Allows instant viewing of customer digital sessions for faster insight and action, with privacy controls.
• Lightning Analytics: Optimizes agent workflows and processes within their daily applications.