- Customer Experience Teams: Teams focused on understanding the voice of the customer, extracting sentiment, trends and voice data to improve experience.
- Sales/Retention Teams: Organisations seeking to leverage conversational data for upsell, retention, and revenue optimisation across channels.
- Compliance/Risk Functions: Regulated industries needing tracking, audit, PII redaction, compliance analytics across large interaction volumes.
- Enterprise Automation/AI Teams: Tech-ops and AI teams deploying AI agents, workflows and data-driven operational improvements at scale.
How to Use It?
- Integrate with Interaction Channels: Connect voice, chat, email systems and ticketing or CRM to ingest 100 % of interactions.
- Use Real-Time & Post-Interaction AI: Set up real-time agent assist, automatic QA of calls, sentiment analysis and conversation summarisation.
- Configure AI Agents & Workflows: Deploy AI agents for certain customer flows or hybrid human/AI workflows; build internal dashboards and coaching pathways.
- Monitor & Analyse: Use dashboards to track agent performance, customer sentiment, compliance issues, root causes and voice-of-customer drivers.
- Scale & Expand: Extend across languages, geographies, channels; refine models, shift workflows; use how insights drive business outcomes (efficiency, CSAT, revenue).
- Truly enterprise-scale conversation intelligence: Built to process billions of interactions with high accuracy and deep models.
- Integrated AI agent and QA functionality: Supports both real-time agent assist and post-call analytics in the same stack.
- Data securely managed and tuned for contact-centres: Emphasis on PII redaction, domain-specific models, high accuracy ASR/LLM orchestration.
- Voice-of-customer & business insight orientation: Not just transcripts, but root-cause detection, sentiment shifts, actionable insights for business.
- Comprehensive coverage of interactions and channels.
- Strong enterprise security and compliance features.
- Real-time and post-interaction AI combined in one platform.
- High scalability for large contact centres and global operations.
- Enables tangible business outcomes like improved QA, reduced handle time, increased CSAT.
- Complex deployment and integration may require significant internal resources.
- Smaller or less mature contact centres may find the scale/cost high relative to needs.
- Effectiveness depends heavily on data quality (call recordings, transcripts, channel coverage).
- Some advanced features may require change management and training for full value.
Custom
Custom Pricing.
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Reviews
Rating Distribution
Average score
Popular Mention
FAQs
It is designed to capture and analyse 100 % of interactions across voice, chat and email.
Yes — real-time agent assist is part of its offering, alongside QA and post-call analytics.
No — it supports voice, chat and email interactions and integrates across channels.
While its features suit large scale and global operations, medium sized centres could also benefit depending on volume and resources.
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