CX for Contact Center

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.

Woman's interaction with a contact center agent with conversational analytics superimposed

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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

  1. Monitor and score 100% of interactions across all channels (calls, chats, emails, social) with AI-powered quality management that scales your QA teams and ensures consistent service standards
  2. Generate automated call summaries that provide concise recaps of every customer contact directly in your Studio dashboards, enabling Quality Assurance analysts to quickly understand conversation outcomes, topics discussed, and actions taken
  3. Deploy personalized agent coaching at scale with AI-powered coaching plans that analyze every interaction to provide targeted recommendations and remove administrative burden through automated post-call work
  4. Get instant answers to complex questions about agent performance, customer sentiment, and interaction patterns using Qualtrics Assist's natural language querying capabilities
  5. Ensure compliance and mitigate risk with 24/7 automated monitoring that flags potential issues and triggers corrective actions before problems escalate
  6. Deploy Experience Agents that work alongside human agents to provide real-time recommendations, proactive issue identification, and contextual customer engagement
  7. Connect contact center insights to business outcomes by integrating with existing systems to drive organization-wide improvements in products, processes, and customer experience
Omnichannel Listening

Complete visibility into every customer interaction

Meet world-class AI-enabled tools that truly understand people. Capture every call, chat, social post, and email – and bring it all together to find meaning in the madness. With Qualtrics Assist for CX embedded in your dashboards, you can ask natural language questions about interaction patterns and get instant, quantified insights that help you identify opportunities and address issues as they surface.

  • 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
Qualtrics Assist results dashboard with Qualtrics AI chat
Issue resolution, agent knowledge and script compliance scores with alert
Automated Quality Management

Automation at scale makes best-in-class your status quo

Define what high-quality service looks like for your business and let AI-powered solutions do the rest. Advanced Natural Language Processing evaluates agent empathy, script adherence, and customer sentiment— delivering transparent, actionable scores that shape your customer support strategy and automatically trigger quality improvement workflows.

  • Intelligent scoring for every interaction. Leverage 150+ pre-built, highly-accurate models that pinpoint exactly what part of the journey is causing customers pain
  • Scale your QA teams. Empower quality analysts to focus on strategic work while AI handles comprehensive interaction analysis
  • Automated compliance monitoring. Continuous monitoring ensures every interaction is analyzed for compliance and risk, with automatic notifications enabling immediate corrective action
  • Hybrid QA approach. Comprehensive automated analysis supports and enhances your manual quality assurance processes
Agent Coaching and Development

Transform agents into customer champions with intelligent coaching

Empower your agents to do their best work with AI-powered coaching. Automated post-call summaries capture interaction nuance, sentiment, and next steps for every interaction, while individualized coaching plans help agents develop skills that drive both customer satisfaction and career growth.

  • Personalized coaching at scale. Get a 360-degree view of agent performance by automatically listening and scoring every interaction, then provide personalized recommendations for improvement
  • Eliminate administrative burden. Automate post-call summaries, note-taking, and call dispositioning so agents can focus on delivering exceptional customer service
  • Real-time performance insights. Agents can track their performance through personalized dashboards while managers create targeted coaching plans based on quantified data
  • Career development alignment. Connect coaching to agents' professional objectives, building skills that fuel both customer outcomes and career advancement
Automated call summary with agent performance scores

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.

An image of a telephone agent smiling while talking with a customer
Business Impact

Contact center intelligence that powers enterprise decisions

When comprehensive interaction monitoring combines with advanced analytics, your contact center evolves from a support function into a strategic source of business intelligence. Contact center insights drive product improvements, optimize costs, inform marketing strategies, and identify emerging customer needs before they impact broader business metrics.

  • Strategic business intelligence. Transform customer interaction data into actionable insights that inform product development, marketing strategies, and business planning
  • Early warning system. Identify emerging trends, product issues, and customer needs through comprehensive interaction analysis before they impact company-wide metrics
  • Cost optimization opportunities. Pinpoint operational inefficiencies and process improvements that reduce costs while enhancing customer satisfaction
  • Revenue impact measurement. Connect contact center performance improvements directly to customer retention, upsell success, and overall business growth
Aggregated contact center team performance score
Contact center overview dashboard
Seamless integration

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

Gradient Quote image

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.

Matt Lombardi
Global VP of Customer Experience

10K+

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Integrate seamlessly with the systems you already use

Upgrade your programs simply with flexible, scalable pricing plans

CX for Contact Center

What is CX for Contact Center?

How does CX for Contact Center differ from traditional contact center analytics?

What does omnichannel mean?

What is contact center quality management?

What is AI-powered agent coaching?

How do Experience Agents work in contact centers?

More customer experience solutions