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Real-Time Conversational Intelligence (CI), Delivering Customer Experience (CX) & Agent Optimisation Solutions for the Contact Centre

Enhance your customer engagements, with AI-fuelled Interaction Analytics, Quality Monitoring & Real-Time Agent Assistance

Enterprise Platform

Transform customer engagement with our AI-powered Conversational Intelligence solutions, utilising NLP insights across all channels.

Application Snap-Ins

Enhance your existing contact centre solution with our modular Snap-In solutions, tailored to your unique needs for seamless feature integration.

Dev Suite

A range of open APIs and tools that empower you to seamlessly integrate STT, AI and NLP capabilities into your existing applications.

CX & CSAT

Analyse the customer voice across every channel

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Workforce

Workforce Optimisation (WFO) QM & Coaching

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Compliance & Risk

100% analysis of every conversation and channel

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Agent Assist

Give support to your staff when it really matters

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Optimisation

Detect broken process, failure demand and trends

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Increase C-SAT by 47%

Increase first contact resolution, by reducing time to answer and hold and transfers

Increase Revenue by 40%

Use AI driven and automated metrics that drive your agent performance goals

Reduce Agent Churn by 64%

Improve employee experience with easier onboarding, guidance and support

Speed up Agent Onboarding

Real-time knowledge driven solutions for agent training and guidance in call when it matters

Uncover Valuable Insights

Mine the big data across all of your channels to uncover valuable business insights.

Contexta360 transforms customer interactions, boosts operational efficiency, enhances CX, post-call and in real-time, empowers your CX teams, and protects your brand.

What's new?

The latest news articles and blog posts from C360

The Evolution of Workforce Management – Trends Transforming Contact Centres

> Read More

Inbound Calls Declining and Outbound Calls Soaring – How to manage the Shift

> Read More

Is Your Contact Centre Ready for the Power of Speech-to-Text Technology?

> Read More

Predicting the future of the contact centre: The conscious contact centre as a service CCCaaS

> Read More
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How Contexta360 Contact Centre Quality Management enhances Efficiency, and Productivity

Effective contact centre operations are vital for controlling expenses and boosting overall performance.

Quality monitoring allows organisations to:

  • Assess how efficiently agents manage customer interactions
  • Spot bottlenecks and improve processes
  • Monitor key metrics like Average Handle Time (AHT), First Call Resolution (FCR), and interactions handled each hour

By enhancing efficiency and productivity, contact centres can greatly lower operational costs while ensuring excellent service quality.

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How Contexta360 Contact Centre Quality Management enhances Business Metrics for Continuous Improvement

For sustained success, contact centres need to regularly evaluate and respond to essential business metrics.

Effective quality monitoring should:

  • Combine data from multiple sources to offer a comprehensive view of performance
  • Detect trends and patterns affecting customer satisfaction and operational efficiency
  • Inform decisions regarding process enhancements and resource distribution

Through consistent agent coaching, process optimisation, and data-driven decision-making, contact centres can continually adapt to meet evolving customer expectations and industry requirements.

 

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How Contexta360 Contact Centre Quality Management enhances Communication and Soft Skills

Strong communication and interpersonal skills are crucial for fostering positive customer interactions.

Quality monitoring assists in:

  • Evaluating agents’ clarity in communication and ability to build rapport
  • Pinpointing areas for growth in empathy, professionalism, and attentive listening
  • Offering targeted coaching to strengthen these vital skills

By Blending automation and the human element, Contexta360 focuses on developing communication and soft skills results in higher customer satisfaction and more robust customer relationships.

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How Contexta360 Contact Centre Quality Management enhances Customer Satisfaction

At the core of every thriving contact centre is a dedication to customer satisfaction.

By establishing thorough Quality Management procedures, organisations are able to:

  • Evaluate agent performance in fulfilling customer needs and expectations
  • Pinpoint areas needing improvement in client interactions
  • Monitor essential indicators such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)

Boosting customer satisfaction not only fosters greater loyalty but also enhances business metrics and contributes to overall organisational success.

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How Contexta360 Contact Centre Quality Management enhances Compliance and Accuracy

Blending real-time automation with human intervention, Contexta360 helps businesses maintain compliance with protocols, processes and brand and legal standards. 

Quality monitoring plays a significant role:

  • Ensuring staff follow established guidelines
  • Reducing mistakes and inaccuracies during customer calls
  • Tracking important metrics such as compliance ratings and error frequencies

By prioritising compliance and accuracy, contact centres can lower risks, avoid expensive fines, and establish trust with clients.