Contact centers generate millions of data points daily, yet businesses grapple with monitoring them from start to finish and harnessing their immense potential.
Cognigy Insights empowers you to access, visualize, and leverage this rich data source to deliver superior service experiences and business outcomes.
Stay agile and make better decisions based on the latest data across channels and service processes. Uncover customer pain points and understand their origin to level up service quality and speed up resolutions.
Our powerful dashboards visualize your most important KPIs, from response time and handle time to channel engagement and NLU performance.
Correlate service metrics with customer ratings and feedback to quickly discover and clear bottlenecks that negatively impact customer satisfaction.
Gain a deeper understanding of the customer journey by visualizing customer paths and instantly see where they get stuck or abandon.
Effortlessly review the transcripts of abandoned conversations to analyze the root causes of customer issues and optimize the experience for everyone.
By looking into overall agent performance as well as conversation content and data, supervisors can improve and tailor training as well as develop tools to help their team resolve customer queries faster.
Delve into NLU reports to explore trending customer intents, uncover new self-service opportunities and relieve agents from repetitive tasks to drive efficiency.
With detailed insights into the conversation load, peak time, containment rate, handover trends, and more, contact center managers can better forecast future volume to optimize resource planning and staff scheduling.
Apply flexible filtering and zoom in on a specific timeframe, use case, language, and channel to surface hidden patterns.
Our OData interface lets you easily integrate Cognigy Insights with the reporting and analytics tool of your choice to leverage customer service insights across your business.
Summarize your leading report KPIs in a single pane of glass
Understand customer engagement with achieved goals, ratings, escalation rate, and more
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Spot what isn't working and enhance bot performance with relevant NLU metrics
Go beyond bot analytics and gain actionable insights into human-driven live support
Never miss a beat with 360° real-time and historical views of your call volume and performance
Reveal valuable customer journey trends through step-by-step visual analysis
Dive into individual conversations with privacy-aware access to the entire conversation history
Zero in on important keywords for topic analysis and find patterns in the paths that precede and follow
