Cognigy Insights | Omnichannel Conversational AI Analytics Suite

Omnichannel conversation analytics suite for enterprise contact centers

360° Analytics to Power Data-Driven CX - Voice and Messaging

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.

How Cognigy Insights Supercharges Contact Center Operations

Benchmark real-time performance against your SLA to stay on top of service quality. Monitor regional traffic and stay agile when contact volumes surge.

Real-Time Insights

Identify trends from past interactions to improve forecasting and contact center planning with a lean historical view of your data.

Aggregated Insights

Zoom in on specific paths of the customer journey to discover friction points, identify root causes and optimize customer experience.

Drill-Down Insights

Reinvent Conversational Experiences with Omnichannel Insights

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.

Track Performance and Service Quality

Our powerful dashboards visualize your most important KPIs, from business outcomes and response time to conversation traffic and channel engagement.

Correlate service metrics with customer ratings and feedback to quickly discover and clear bottlenecks that negatively impact customer satisfaction.

Cognigy Insights - Performance Monitoring-1

Quantify AI Success

Align the performance of AI agents with business outcomes and measure their impact on your bottom line.

With the Goals Dashboard, you can evaluate the business value of AI agents using tangible metrics like time saved, cost reductions, and revenue earned. Focus on high-impact use cases and track goal progression to optimize the customer journey effectively.

Fine-Tune your Customers' Journey

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.

Increase Contact Center 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.

Cognigy Insights - Contact Center Forecast

Insights Wherever you Need Them

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.