Turn every contact center interaction into transformative insight
Be on every call, read every email, and follow every thread. All at once. Advanced AI-powered analytics improve customer service, enhance agent performance, and drive operational efficiencies across your entire contact center operation.
The world's
best brands
choose
Qualtrics
Today's reality
Inefficient quality assurance
Subjective, cumbersome, and incomplete evaluations consume valuable time while failing to identify the most impactful coaching opportunities
Limited agent empowerment
Lack of agent clarity around performance expectations, with coaching disconnected from behaviors that actually drive customer outcomes
Lacking customer perspective
Sampled customer feedback from post-call surveys provides limited insights, making it impossible to separate individual agent performance from aggregate metrics like NPS or CSAT
With Qualtrics
CX for Contact Center
you can
- Comprehensive quality assurance and management — Monitor and score 100% of interactions with AI while ensuring compliance and risk mitigation
- Intelligent agent empowerment — Deploy personalized coaching, automated summaries, and Experience Agents that work alongside human agents for peak performance
- Actionable insights integration — Connect contact center data to business outcomes through natural language querying and system integration
Complete visibility into every customer interaction
Meet AI-enabled tools that truly understand people. Capture every interaction and bring it together to find meaning in the madness. Ask natural language questions and get instant insights that help identify opportunities and address issues.
- 100% interaction coverage — Score every interaction, on every touchpoint, in real time – moving beyond manual call sampling to comprehensive understanding
- AI-powered pattern recognition — Automatically flag high friction, high effort processes and surface actionable solutions
- Intelligent insights at your fingertips — Ask clear questions about customer sentiment, agent performance, and interaction themes using natural language queries through Qualtrics Assist for CX
Automation at scale makes best-in-class your status quo
Define high-quality service standards and let AI-powered solutions handle the rest. Advanced Natural Language Processing evaluates empathy, script adherence, and sentiment while automatically triggering quality improvement workflows.
- Intelligent scoring for every interaction — Leverage 150+ pre-built models that pinpoint exactly what's causing customer pain
- Scale your QA teams — Empower quality analysts for strategic work while AI handles comprehensive interaction analysis
- Automated compliance monitoring — Continuous monitoring with automatic notifications enables immediate corrective action for compliance and risk
- Hybrid QA approach — Comprehensive automated analysis supports and enhances your manual quality assurance processes
Transform agents into customer champions
Empower agents to do their best work with AI-powered coaching. Automated summaries capture interaction nuance while individualized coaching plans drive customer satisfaction and career growth.
- Personalized coaching at scale — Get 360-degree agent performance view by scoring every interaction with personalized improvement recommendations
- Eliminate administrative burden — Automate post-call summaries and note-taking so agents focus on delivering exceptional customer service
- Real-time performance insights — Agents track performance through personalized dashboards while managers create targeted coaching plans
- Career development alignment — Connect coaching to professional objectives, building skills that fuel outcomes and advancement
EBOOK_
State of the contact center 2025 report
With the growing usage of AI but also the skepticism around it, businesses will have to find the balance between speed, effectiveness, and the vital importance of human to human connections. Our trends report will equip you with the insights and advice to future-proof your contact center operations.
Contact center intelligence that powers enterprise decisions
When interaction monitoring combines with advanced analytics, your contact center becomes a strategic source of business intelligence. Contact center insights drive product improvements, optimize costs, and identify emerging customer needs.
- Strategic business intelligence — Transform interaction data into insights that inform product development and business planning
- Early warning system — Identify emerging trends and customer needs through interaction analysis before they impact metrics
- Cost optimization opportunities — Pinpoint operational inefficiencies and process improvements that reduce costs while enhancing satisfaction
- Revenue impact measurement — Connect contact center performance improvements directly to retention, upsell success, and growth
Ensure every system speaks the same customer language
Unify contact center insights with your broader business infrastructure through comprehensive integration capabilities. Whether you're running On-Prem, CCaaS, or home-grown systems, advanced APIs and connectors ensure contact center intelligence flows seamlessly throughout your organization.
- Universal connectivity. Integrate with any contact center platform, CRM system, or business application without complex custom development
- Real-time data synchronization. Ensure contact center insights are immediately available across all connected systems and workflows
- Automated workflow triggers. Create sophisticated automation that acts on contact center insights through your existing technology investments
- Scalable architecture. Built to handle enterprise-scale data volumes and integration complexity without performance degradation
Learn about our customers' successes
Learn about our customers' successes
With Qualtrics, enabling the right teams to take action on customer feedback has become intuitive and seamless—this has elevated our customer experience to new heights across every moment that matters to our customers.
Global VP of Customer Experience
10K+
automatic follow-up actions
Upgrade your programs simply with flexible, scalable pricing plans
Upgrade your programs simply with flexible, scalable pricing plans
CX for Contact Center
What is CX for Contact Center?
CX for Contact Center is Qualtrics' comprehensive approach to contact center experience management that combines advanced analytics, quality management, agent coaching, and AI-powered assistance into a unified platform. It goes beyond traditional contact center analytics by focusing on the complete customer and agent experience, using AI tools like Qualtrics Assist for instant insights and Experience Agents for proactive engagement. This integrated approach ensures every interaction is analyzed, every agent is empowered with personalized coaching, and every opportunity for improvement is identified and acted upon.
How does CX for Contact Center differ from traditional contact center analytics?
While traditional contact center analytics focus primarily on operational metrics and post-interaction analysis, CX for Contact Center provides comprehensive experience management across all touchpoints. It combines interaction analytics with quality management, agent coaching, and AI-powered assistance to create a holistic view of contact center performance. Features like Qualtrics Assist enable natural language querying of your data, while Experience Agents proactively identify and address issues. This approach transforms the contact center from a cost center focused on efficiency into a strategic hub for customer experience improvement.
What does omnichannel mean?
Omnichannel refers to a seamless, integrated approach to customer service and marketing across multiple channels (such as phone, email, social media, chat, and in-person interactions). It allows customers to switch between different communication methods while maintaining a consistent, uninterrupted experience. Unlike multichannel, which treats each channel separately, omnichannel creates a unified customer journey where information and context are preserved across all touchpoints, enabling smoother interactions and better customer experience.
What is contact center quality management?
Contact center quality management within CX for Contact Center is a comprehensive, AI-powered approach to ensuring excellence in customer service operations. It involves automated monitoring and evaluation of 100% of agent interactions across all channels, using advanced analytics to score empathy, script adherence, and customer sentiment. Unlike traditional sampling-based approaches, this system provides complete coverage with intelligent scoring models that identify coaching opportunities and compliance issues in real-time, automatically triggering appropriate workflows and recommendations.
What is AI-powered agent coaching?
AI-powered agent coaching in CX for Contact Center uses advanced analytics and natural language processing to provide personalized, data-driven coaching at scale. It automatically analyzes every agent interaction to identify strengths and improvement opportunities, generates personalized coaching plans, and provides real-time performance insights through individual dashboards. The system removes administrative burden through automated call summaries and dispositioning, allowing coaches to focus on strategic development while ensuring every agent receives targeted, actionable feedback based on their unique performance patterns.
How do Experience Agents work in contact centers?
Experience Agents in contact centers work alongside human agents to enhance customer interactions through proactive, contextual engagement. They monitor interaction patterns and customer sentiment in real-time to identify potential issues before they escalate, provide customers with recommendations based on customer history, and orchestrate appropriate follow-up actions. Unlike traditional chatbots that focus on transaction completion, Experience Agents are designed to improve the overall experience by understanding context and emotion, ensuring every customer interaction receives appropriate attention and resolution.
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