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Our aim is to radically improve the interaction between your customer and your organisation through advanced automation, whether human-to-human or human-to-machine, across voice, video, chat, email and app channels. Contexta360 leads the way in AI-fuelled automated conversational analytics, real-time agent assistance and fully automated conversational assistants that optimise every interaction.

Contexta360, based in Amsterdam and London, is a leading force in conversation intelligence, providing open, easy-to-use and secure SAAS solutions at scale. We are agnostic to your current infrastructure and leverage your toolsets, whether that is Genesys, Avaya, Mitel, 8X8, NEC, AWS-Connect or others. Our solution delivers a new level of accuracy and performance, delivery, flexibility and value.

Our team of highly skilled software developers and computer scientists has a passion for artificial intelligence, speech analytics, data science and natural language understanding. We help organisations to capture millions of conversations across all channels in multiple languages, with incredible accuracy. We enrich and analyse these interactions for insight intent, friction, sentiment and other business triggers, to automate and understand why the customer is engaging and how you are responding. With Contexta 360, you can start small and scale to hundreds of millions of interactions a year.

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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.