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Contexta360 speech & text analytics solution

Greater understanding from every customer conversation – whether human or automated

Uncover deeper business insights and identify failure demand across your communications channels with Contexta360. We understand that mining unstructured data can be challenging and time-consuming, that is why we have made it easy.

With Contexta360, better customer engagment is just the start

Contexta360 transforms how you manage your CX, C-SAT, sales performance, profitability and risk management, helping you to:

  • blend external transactional and unstructured data and visualise business insights, trends and broken processes
  • build and analyse the content and context of millions of conversations across all channels, in a visual, logical flow, through easy-to-build queries
  • mine your data in seconds, not weeks.

Contexta360’s converged Conversational Intelligence platform interacts logically with every aspect of your customer’s engagement, giving you a clearer understanding of why your customer is really calling.

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Solution benefits

All channels - Voice, chat, human or automated.

Know why your customers call and identify unknown topics.

Word clouds identify and highlight connected patterns.

Advance filters let you see what you want to see.

Switch and interactive voice assistant metadata.

Speech engines that are tuned for accuracy and context.

Speech Intelligence Guide

What to look for in your evaluation of speech analytics and conversational computing

Download your copy of now

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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.