What Sets Insights360 Apart?
Unlike other analytics solutions, Insights360 captures the entire customer journey. It tracks calls through every transfer – spanning virtual agents, queues, contact centers, and even partner sites—ensuring no data is lost. By following each handoff, Insights360 delivers a complete view of call performance and measures effectiveness at every stage, from the first dial to the final hang-up.
How It Works
Journey Insights helps organizations understand what’s happening inside the IVA — gathering data, interaction paths, and containment points to reveal where automation succeeds or breaks down.
Insights360 takes the story further — analyzing what happens after a call transfers to a live agent. It identifies root causes of escalation, measures handle time, and pinpoints where agent workflows or training can improve.
Together, they provide a complete view — Journey Insights optimizes the digital journey, while Insights360 ensures human interactions are just as intelligent and efficient.
Turn Engagement Data Into Action
Journey Insights and Insights360 transform engagement data into actionable intelligence. Journey Insights reveals how IVA automation performs, while Insights360 uncovers what happens after transfer to a live agent. Together, they pinpoint where to improve containment, efficiency, and experience—optimizing every step of the customer journey.
Voice-of-the-Customer Listening
Most organizations track call volume and resolution — but not the why behind them. Journey Insights uncovers the data and root causes across all channels, while Insights360 digs deeper into each interaction to reveal what’s driving outcomes. Together, they transform every data point into actionable insights for real business impact — delivering feedback straight from your customers.
