Most contact center analytics treat each call as its own event that gets scored and filed away. Customers don't experience it that way. They experience a journey that includes the first call, the follow-up, the transfer, and the chat they tried before they picked up the phone. Analyze makes the journey the unit of analysis, not just the call, so leaders can see where the experience holds up and where it breaks down.
Four elements of a good experience
We work with each customer to define what a good experience looks like across their journeys. Then we bring a decade as the world's original frontline performance coach to measuring it. Every interaction is assessed against four elements of CX:
Resolution: Was the customer's issue solved, or will they have to come back?
Ease: How much effort did it take the customer to get there?
Emotion: How did the customer feel during the interaction, and how did they feel when it ended?
Confidence: Does the customer trust the answer and know what happens next?
Findings are categorized by call driver and by root cause, whether that's a skill gap, a policy, pricing, technology, or a product decision. Analyze shares one data layer with Perform and Evolve, so those findings don't stop at a dashboard. A skill gap can flow straight into an associate's coaching plan or training path. Friction on a specific call driver can shape how an AI agent is designed to handle that same driver in Evolve. Issues outside the frontline's control are shared with organizational leaders as separate insights to help them make decisions as leaders.
Product Team
