Products
Five products.
One engine.
One engine, five products — fix the cause, route the contact, coach the team, keep the customer.
Pulse™
Why they contacted you, and what it cost.
Every interaction classified against a proprietary intent library, with handling and downstream cost attached. 100% coverage, >97% accuracy.
- A verb on every contact — cancel, refund, expedite
- Reasons for contact in your customers' own words — not just internal codes
- The trigger behind it, and what it costs to serve
- The metrics that matter on every interaction — customer effort (CES), first-contact resolution (FCR), repeats and transfers
- Emotion scored through our emotion framework — how the customer felt, and the moment the interaction turned
Compass™
What to do, who owns it, and what it's worth.
Compass prescribes the action — with the cause behind it, a price on it, and the owner who actually controls the lever.
- The prescribed action — eliminate, digitise, simplify, leverage, preempt
- Not a recommendation to “investigate” — the specific thing to do
- The root cause behind it — people, process, policy, or external
- An owner assigned, with a baseline and a target
- What it's worth a year, with the working shown
FIT
Best fit — by intent, channel, associate, and customer.
Every contact matched on four dimensions at once — the intent, the channel that resolves it, the associate who handles it best, and the customer on the other end.
- Intent → channel — which channel resolves each intent best
- Intent → associate — who performs strongest on which contact types
- Customer → associate — first-time, high-value, at-risk, matched
- Channel → customer — where each customer type is best served
- Predicted vs. actual — you watch the prediction hold
Profile™
Every agent, fairly measured.
Every associate placed on effectiveness and efficiency, from 100% of their work — not three sampled calls.
- Effectiveness — FCR, quality, snowballs, customer effort
- Efficiency — handle-time variance, transfers, long and short calls
- Every associate placed on the quadrant — Stars, Sleepers, Anchors, Weak links
- Coaching intelligence drawn from real interactions, not three sampled calls
- Scores that hold up when a partner disputes them
Reveal™
The customers leaving without a word.
92% of unhappy customers never complain. Reveal reads the silent signals and finds them while you can still act.
- Silent-signal detection across low-contact, quiet accounts
- Risk per account, ranked by probability and revenue at stake
- Cause linkage, learned from the customers who did speak up
- The accounts to act on this week — not a churn report next quarter
- Early enough that the save is still possible
Ask anything, in plain language.
Not another product — the way you use all of them. Ask any signal, step, or outcome in plain language and get the answer, the action, and the why.
- Ask in plain language, grounded in your own data
- Every answer carries the action and the why — not just a number
- Reasons over cost, cause, owner and action — not raw transcripts
- The same model behind all five products
Bring the question you walked in with.
We'll show you the answer, the action, and what it's worth — on your own data.
Book a Demo →