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Conversational Intelligence Enterprise Platform

Unlocking actionable insights from every customer conversation

Contexta360 leverages its interaction analytics and agent assist platform to deliver hyper-grade conversational intelligence and agent assistance solutions across all channels.

With Contexta360, you empower your agents and managers with the tools and intelligence they need to excel in dynamic customer interactions

In real-time, our platform analyses ongoing conversations, providing instantaneous insights into customer and agent interactions. This enables agents to make informed decisions on the fly, enhancing the quality of service.

Post-call, our platform dives deep into the data, offering comprehensive analytics that go beyond traditional metrics. By employing cutting-edge speech-to-text transcriptions, custom language models, and AI-driven topic modelling, Contexta360 ensures a nuanced understanding of each conversation. This allows businesses to extract actionable insights for improving workforce efficiency, meeting compliance standards, optimising costs, and ultimately elevating the overall customer experience. 

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The UK Contact Centre
Decision-Makers' Guide 2024

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CX & CSAT

Analyse the customer voice across every channel

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Workforce

Workforce Optimisation (WFO) – reimagined

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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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What's new?

The latest news articles and blog posts from C360

The Evolution of Workforce Management – Trends Transforming Contact Centres

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

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

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

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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.

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