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

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

  1. Comprehensive quality assurance and management — Monitor and score 100% of interactions with AI while ensuring compliance and risk mitigation
  2. Intelligent agent empowerment — Deploy personalized coaching, automated summaries, and Experience Agents that work alongside human agents for peak performance
  3. Actionable insights integration — Connect contact center data to business outcomes through natural language querying and system integration
Omnichannel Listening

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
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 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
Agent Coaching and Development

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
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 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
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?

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