Cxp Analytics captures and scores 100% of your customer interactions, analysing words, tone and emotion for both agent and customer, so you can improve experience, reduce risk and find growth without adding headcount.
Customer Experience (CX) and Employee Experience (EX) are critical, but knowing where to focus is hard. Traditional Quality Assurance reviews less than 5% of interactions: manually, inconsistently, and too slowly to act on.
Cxp Analytics changes the maths: every interaction is scored against consistent criteria, objectively, continuously and without extra resource.
Every conversation becomes structured insight, without manual listening. Spot trends, coach objectively, strengthen compliance.
Continuous insight focused on the outcomes that drive your business goals, not generic AI for its own sake.
Objective, continuous analysis surfaces natural opportunities to improve service and grow revenue.
Everything you need to turn voice into business intelligence.
Topic identification shows what really drives call volumes.
Concise summaries for quick review of contents and key points.
Understand the drivers of sales performance to optimise process and training.
Identifies whether calls were resolved, and analyses why when they weren't.
Automate compliance checks and flag risk keywords to reduce regulatory risk.
Automated agent scoring and performance-management insight (AI scorecards).
Automatically assess the KPIs influencing NPS and CSAT.
Identify the likelihood of callbacks or potential complaints.
Spot when customers are unhappy and why, enabling corrective action.
Assess customer and employee emotion: stress, empathy and energy.
Complete transcript of every call with speaker identification.
Flag keywords for rapid review of difficult interactions.
Deep insight from conversations, without complex setup or integration. The platform extracts insight from the previous day's call recordings, transcripts and metadata.
Front and back-office recordings imported for secure storage and transcription.
Advanced engine converts audio to text while keeping speaker identification.
Audio, transcription and metadata reviewed for a comprehensive assessment.
Actionable insight delivered via intuitive BI dashboards.
Evidence disclosures, consent and supervision, replacing reactive sampling with audit-ready proof.
Prioritise high-value, high-risk interactions, surfacing fraud signals and compliance gaps faster.
Protect confidentiality, capture billable time accurately and assemble disclosure evidence quickly.
Surface issues quickly to reduce complaints, refunds and customer churn.
Improve communication, highlight wellbeing concerns and support safeguarding.
Deliver consistent service and SLA performance, and evidence the value added per campaign.
Simple, subscription-based pricing, so cost scales with what you actually use.
Yes. Cxp Analytics can be white-labelled if you're a partner presenting it as your own solution.
It's designed to be turnkey. The platform layers on top of your existing CCaaS platform, and extracts insight from the previous day's conversations without complex setup or integration.
Data sits in a secure, encrypted, GDPR-ready cloud environment here in the UK.
Cxp Analytics is built to work with any CCaaS platform, so there's no vendor lock-in.
Voice today, with email and web chat ingestion on the roadmap.
Book a demo of Cxp Analytics, or, if you're a channel partner looking to sell it, visit our Partners page to find out how to get started.
We'll be in touch within one working day.