Turn every contact centre interaction into transformative insight
Be on every call, read every email, and follow every thread. All at once. Our advanced, AI-powered analytics improve customer service, enhance agent performance, and drive operational efficiencies.
The world's
best brands
choose
Qualtrics
Today's reality
Inefficient activities
Subjective, cumbersome, and incomplete evaluations. Too much time is spent looking for coachable moments.
Inhibited representative problem-solving
Lack of rep empowerment and performance clarity, where coaching not clearly tied to impactful behaviours.
Lacking customer perspective
Sampled customer information from post-call surveys. Inability to split rep performance from aggregate metrics like NPS or CSAT.
Talk the talk – across every touchpoint
It’s time to meet world-class, AI-enabled tools that truly understand people. Capture every call, chat, post, IM, and email – and bring it all together to find meaning in the madness. You’ll automatically flag opportunities to improve, and spot issues as they surface.
- Identify high friction, high effort processes - and action solutions
- Proactively address real-time issues impacting key customers
Automated workflows make best-in-class your status quo
Monitor customer interactions for consistency, compliance, and possible red flags, and build smart processes that bake market-leading QA into your day-to-day.
- Automate your quality management programme giving agents real-time information on their performance
- Give coaches immediate insight into the channels, topics, and issues to address with their teams
Empower your people with prompts, compliance, and coaching
Take care of your agents, and the rest will take care of itself. Our real-time monitoring tools are imbued with Natural Language Processing (NLP) to deliver customer-centric prompts, aid in script compliance, and automatically schedule relevant, targeted coaching plans.
- Get a 360 view of how your teams are performing by automatically listening and scoring every agent interaction – and provide personalised recommendations to improve
- Understand when your agents' batteries are draining, and ensure schedules, training, and coaching lead to more engaged agents and better customer outcomes.
EBOOK_
State of the contact centre 2025 report
With the growing usage of AI but also the scepticism 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 centre operations.
Unlock insights that break down siloes
We play nice with others. Our AI-powered tools integrate with your existing tech stack to bring a new level of understanding and optimisation to the whole organisation – not just the contact centre.
- Connect to any On-Prem, CCaaS, or home-grown system
- Create & automate sophisticated workflows driving action back through your existing technology stack
Welcome to the nerve centre
When you can monitor and understand every interaction, the contact centre becomes a hub for business-wide change. With Qualtrics, you’ll turn interactions into insights that drive product improvements, optimise costs, and course-correct pain points before they escalate.
- Connect analytics and insights right into business operations and outcomes
- Quickly identify and resolve emerging issues before you have a crisis
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 programmes simply with flexible, scalable pricing plans
Upgrade your programmes simply with flexible, scalable pricing plans
Contact Centre Analytics FAQs
What is contact centre analytics?
Contact centre analytics is the process of collecting, analysing, and interpreting data from customer interactions across various channels (phone calls, emails, chat, social media) to improve customer service, operational efficiency, and business performance. It includes speech analytics, text analytics, predictive analytics, and performance metrics to identify trends, monitor agent performance, understand customer behaviour, and make data-driven decisions to enhance the overall customer experience.
What is the contact centre experience?
Contact centre experience refers to the overall interaction and journey customers have when engaging with a company's contact centre through various channels (phone, email, chat, social media). It encompasses everything from wait times and ease of reaching an agent to the quality of service received and problem resolution. A positive contact centre experience is characterised by efficient, friendly, and effective customer service that meets the customer's needs and leaves them satisfied with the interaction.
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 conversational analytics?
Conversational analytics is the process of analysing voice and text-based interactions between customers and agents to extract meaningful insights. It uses AI and natural language processing to examine conversations for sentiment, topics, patterns, and trends. This technology helps businesses understand customer intent, emotions, and behaviour while identifying areas for service improvement, compliance issues, and training opportunities. It can process data from various channels including phone calls, chats, emails, and social media interactions.
What is contact centre analytics software?
Contact centre analytics software is a technology solution that collects, processes, and analyses customer interaction data across multiple channels. It uses AI, speech analytics, and machine learning to evaluate agent performance, customer sentiment, conversation patterns, and operational metrics. The software provides insights through dashboards and reports, helping businesses improve customer service quality, optimise operations, ensure compliance, and make data-driven decisions. Common features include real-time monitoring, predictive analytics, and performance tracking.
Why choose Qualtrics for your contact centre analytics solution?
Qualtrics provides a comprehensive contact centre analytics solution that combines AI-powered speech and text analytics with sophisticated experience management tools. It offers real-time insights, predictive analytics, and automated actions to improve customer experience, agent performance, and operational efficiency, all while integrating seamlessly with existing contact centre systems.