Contact Centre Experience Software
contact centre your competitive
Qualtrics brings together omnichannel analytics and AI-powered automation to help you understand customers better than ever, respond in the right ways every time, and keep every customer happy — all while reducing the cost to serve.
Empower your frontline with the insights and tools they need to thrive
- Use real-time feedback to uncover areas of high performance and personal coaching opportunities for agents, so they feel engaged and empowered to improve
- Improve service quality and support with real-time prompts that guide the conversations your agents have with the customer, as it unfolds
- Identify and reward great service with frontline recognition programs
- Give managers the power to better understand and support their teams with a purpose built hub
Say goodbye to subjective scoring
Remove the manual and subjective old-school quality management processes by scoring every single interaction, automatically.
- Score 100% of interactions in multiple languages across every call, chat, text, social media post, and survey
- Get an objective, holistic, and transparent score against your most important measures, including agent knowledge, empathy, customer effort, and more
- Identify the drivers behind your best and worst performing agents and automatically flag coaching opportunities
- Automate compliance management and mitigate risk by flagging behaviors and topics in real-time and triggering alerts and actions with the right people
ARTIFICIAL INTELLIGENCE + AUTOMATION
You take care of the customers, we’ll tackle the tedious stuff
Artificial intelligence and automations reduce the burden of tedious, manual processes like after call work, so your agents can stay focused on your customers.
- Reduce cost to serve by automating manual
work, including quality management, and after call summaries
- Amplify agent effectiveness and elevate service quality with real time agent guidance
- Alert agents to subtle cues in customers’ language that indicate upsell opportunities or churn risk
- Help your agents close the loop with customers at scale with automated follow up actions
DIGITAL CUSTOMER SERVICE
No matter what channels your customers use, you’ll only need one platform
Tweets, posts, chat, SMS, calls, you name it — however your customers get in touch, you can seamlessly respond from a single platform.
- Create an end to end service experience by connecting 35+ digital and human channels to a single platform – so your agents can easily listen and respond to every issue
- Get a holistic view of agent performance with consistent scoring across channels, offline and online
- Automatically identify the root cause of common issues and use the insights to improve digital and self-service tools
- Optimize chatbots to provide more accurate, empathetic responses by feeding them insights from every customer interaction
OMNICHANNEL LISTENING + ANALYTICS
Turn your contact centre into a hub of insights
With omnichannel listening and analytics, you’ll turn your contact centre into an organisational goldmine of customer insights. So don’t be surprised to see your inbox filling up with requests from other teams (don’t worry, you can automate that!).
- Identify key moments of friction along the customer journey, whether digital, product, or marketing, so you can find and fix problems before they happen
- Automatically trigger insights to be shared with the right teams based on automatic topic detection in every interaction
- Become of a hub of insights for the organisation, gleaning pricing, product, and market insights that provide company-wide value