Contact Centre Experience Software
Make your contact centre your competitive advantage
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.
Say goodbye to subjective scoring
Remove the search and subjectivity of 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 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 empathy 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.
- Bring together customer interactions from 35 social and digital channels into a single platform — your agents can listen and respond from one place
- Get a holistic view of agent performance with consistent scoring across channels, off- and on-line
- Automatically identify the root cause of common issues and use the insights to improve digital and self-service tools
- Optimise 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