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.
Prevent calls.
Pinpoint opportunities to improve the digital experience, reducing unnecessary calls by making digital self-service easier and more effective.
Resolve faster.
Shorten call times and boost first call resolutions with real-time insights into customer intent and digital friction. Arm your agents with the context they need to resolve issues quickly and empathetically.
Take focused action.
Leverage digital insights to prioritize impactful changes. Align product, engineering, and customer support teams quickly and decisively on the areas that matter most, driving better customer outcomes and business growth.
Increase agent productivity.
Find friction in daily agent apps like ServiceNow or Salesforce Service Cloud. Use detailed analytics and session replay to optimize workflows by seeing exactly where agents get tripped up, no extensive user testing required.
Reduce call times by 3+ minutes with AI.
See how United Airlines reduced their average call handle time by 3 minutes after incorporating Felix AI summaries into their agent workflow.
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.
LIGHTNING ANALYTICS
Optimize the agent experience.
Gain visibility into the agent workflow without user testing, surveys or A/B tests. Leverage the power of digital analytics, session replays, heatmaps and more to optimize agent processes, reduce time between steps and support customers better and faster than ever.
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
