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Contact Centre Experience Software

Make your contact centre your competitive 
advantage

Qualtrics brings together omnichannel analytics and AI-powered automation to help you understand customers better than ever, respond in the right ways every time, and keep every customer happy — all while reducing the cost to serve.

Call center main image featuring chat conversation and real-time sentiment analysis

QUALITY MANAGEMENT

Say goodbye to subjective scoring

Remove the search and subjectivity of old-school quality management processes by scoring every single interaction, automatically.

  • Score 100% of interactions in multiple languages across every call, chat, text, social media post, and survey
  • Get an objective, holistic, and transparent score against your most important measures, including agent knowledge, empathy, customer effort, and more
  • Identify the drivers behind your best and worst performing agents and automatically flag coaching opportunities
  • Automate compliance management by flagging behaviors and topics in real-time and triggering alerts and actions with the right people
Learn more
Scores for issue resolution and empathy Scores for issue resolution and empathy

ARTIFICIAL INTELLIGENCE + AUTOMATION

You take care of the customers, we’ll tackle the tedious stuff

Artificial intelligence and automations reduce the burden of tedious, manual processes like after call work, so your agents can stay focused on your customers.

  • Reduce cost to serve by automating manual work, including quality management and after call summaries
  • Amplify agent empathy and elevate service quality with real time agent guidance
  • Alert agents to subtle cues in customers’ language that indicate upsell opportunities or churn risk
  • Help your agents close the loop with customers at scale with automated follow up actions
Call summary displaying score for agent compliance

DIGITAL CUSTOMER SERVICE

No matter what channels your customers use, you’ll only need one platform

Tweets, posts, chat, SMS, calls, you name it — however your customers get in touch, you can seamlessly respond from a single platform.

  • Bring together customer interactions from 35 social and digital channels into a single platform — your agents can listen and respond from one place
  • Get a holistic view of agent performance with consistent scoring across channels, off- and on-line
  • Automatically identify the root cause of common issues and use the insights to improve digital and self-service tools
  • Optimise chatbots to provide more accurate, empathetic responses by feeding them insights from every customer interaction
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Channel options in a dropdown menu Channel options in a dropdown menu

OMNICHANNEL LISTENING + ANALYTICS

Turn your contact centre into a hub of insights

With omnichannel listening and analytics, you’ll turn your contact centre into an organisational goldmine of customer insights. So don’t be surprised to see your inbox filling up with requests from other teams (don’t worry, you can automate that!).

  • Identify key moments of friction along the customer journey, whether digital, product, or marketing, so you can find and fix problems before they happen
  • Automatically trigger insights to be shared with the right teams based on automatic topic detection in every interaction
  • Become of a hub of insights for the organisation, gleaning pricing, product, and market insights that provide company-wide value
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Woman on phone surrounded by channels she's given feedback

Ready to take your contact centre experience to the next level?

The world’s best brands turn to Qualtrics to deliver breakthrough customer experiences

Enterprise Grade

One platform –
safe, secure, and trusted

  • FedRAMP, HITRUST, and ISO 27001 certified + robust governance controls, GDPR compliance, and data privacy features
  • Comply with GDPR and other privacy laws by easily enforcing what customer data is collected, stored, or deleted to ensure your customers’ privacy is never compromised
  • Easily connect to your existing technology with 100+ pre-built connectors for seamless data integrations
  • Get all the support you need to become an experience leader with our expert team of XM scientists, implementation, engineering, and support specialists

Contact centre FAQs

The contact centre experience is the culmination of every touchpoint customers have with a customer service team. This includes traditional call centres as well as digital channels like social media, chatbots, email, and FAQs. In an omnichannel world, where customers will use a mix of different channels to communicate with, and receive support from, companies it’s essential that those channels sit together within an organisation rather than in ‘channel silos’.

Contact centre experience management is how organisations take a holistic view of all those channels, analysing conversations and drawing out insights to understand how to not only improve the customer experience, but to optimise their operations too. By taking this omnichannel view, they’re able to see the end-to-end customer journey — which channels a customer used, what they did at each stage, and where the experience didn’t meet their expectations. It enables them to focus their improvements on specific areas in the journey that are causing dissatisfaction, or even customer churn. And because they can see every channel and interaction in one place, contact centres are able to deliver a better experience because they’re aware of the context and history of every customer, regardless of what channels they’ve used.


Learn more about the contact centre experience
Call centre experience management is an ongoing process of listening to customers, and taking action to improve their experience with a company’s call centre. It’s used to help improve service quality, reduce customer churn, and to drive operational efficiencies by not only reducing the number of calls that come in, and also dealing with them more effectively and therefore reducing the amount of repeat contacts for a particular issue.
Call centre experience software is used by organisations to listen to their customers, and identify areas where they can improve the customer experience. Many organisations today use a broader category of software called contact centre experience software — the big difference being that this brings together all their customer service channels including traditional phone calls and SMS with digital channels like chatbots, FAQs, and social media. This enables them to get a better understanding of what’s happening across the customer journey and respond to customers, whichever channel they prefer, from one place.
To improve the customer experience in a call centre, you need to first get a good understanding of what each customer needs, and second, empower your agents with the right tools to be able to deliver on it. What customers want will depend largely on the nature of their complaint, and their own preferences for which channels they want to use, what resolution they expect, and how fast they expect it (and these will be different for each customer!). As such, having a deep understanding of every customer, and being able to effectively relay that to agents through automated actions and recommendations is essential, as it enables them to deliver a more personalised, empathetic response when customers get in touch.