CONTACT CENTER
Slash call volume and protect your bottom line with digital insights.
Reduce unnecessary calls and free up your team to focus on delivering a concierge experience, powered by real-time journey insights.
Fewer calls, faster resolutions, happier customers.
Instantly understand why a customer is calling.
- Leverage Felix AI powered sessions summaries to know a customer’s intent before you speak with them.
- Get a plain-language summary of any friction they encountered prior to calling.
Build empathy with your customer and go straight to the solution.
- Reduce the time discovering why a customer called and jump to resolutions.
- Delight your customers by offering solutions, not restating problems.
Reduce unnecessary calls and focus on providing exceptional service.
- Easily identify, quantify, and address digital call drivers with Data Enrichment.
- Shorten call waiting times and focus on customer needs that can’t be self-addressed digitally.
Driving better contact center outcomes team by team.
Digital
- Increase digital self-service and containment with optimized experiences.
- Improve digital experiences to prevent unnecessary calls and drive better outcomes.
- Reduce overall call burden on the contact center.
CX
- Enhance the omni-channel customer journey.
- Identify key drivers that cause customers to leave digital and switch to phone support.
- Build a strong business case for improving the digital experience, showcasing how it positively impacts contact center efficiency.
Service & Support
- Understand customer intent and any friction they faced before they pick up the phone.
- Gain insights on why a customer is calling, allowing for faster, more empathetic support.
- Empathize with customers by gaining a full view of their digital journey, helping agents provide a tailored and efficient service.
CONTACT DRIVER ANALYSIS
Build the case for reducing calls by tackling the friction that causes them.
Enhancing the digital experience cuts down on customer calls, but it’s tough to know where to start and justify the investment. With Contact Driver Analysis, powered by Quantum Metric’s Data Enrichment, you can identify what’s driving unnecessary calls, measure their cost, and clearly show the value of reducing them.
FELIX AI
Understand any experience in 3 seconds.
Provide your agents with simple summaries of callers' recent digital experiences. With Session Summaries powered by Felix AI, your agents will know a customer’s intent, what they tried to do before calling, and what issues they encountered. This helps your agents address customer needs faster and more effectively, leading to higher satisfaction.
EMBEDDED REPLAY
See through your customer’s eyes.
Increase customer empathy while providing best in class customer service at scale. Instantly view the customer’s digital session for faster insight and action. Ensure customer data privacy without compromising security with role-based permission.
How customers use Quantum Metric for the contact center.
“Today we are seeing improvements in our agent’s ability to better understand our customers. Quantum Metric allows us to go into the customer’s session and actually see what error they encountered to quickly pinpoint the issue and solution.”
Bradley Bossenbroek / Operations Program & Knowledge Management
