Complete Customer Intelligence From Every Interaction
Analyse 100% of your calls, emails and chats. Score every agent, understand every customer and turn every interaction into measurable insight.
Powered by SystemsX — the connected AI ecosystem for understanding and acting on customer interactions.
Have a question about your operation? Get in touch and we'll show you how Contact Centre Analytics could help.
See every interaction, not just a sample
- AI scoring across 100% of qualifying interactions
- Quality, compliance, empathy and behaviour analysis
- Searchable transcripts and AI summaries
- Evidence-based agent coaching
- Performance insight across agents, teams and brands
“Scored against your framework, not ours.”
SEE CONTACT CENTRE ANALYTICS IN ACTION
See how AI turns customer conversations into measurable insight.
See how Contact Centre Analytics analyses calls, emails and chats to help you understand customer outcomes, agent performance, quality and compliance.
What we do
Analytics built for contact centre operators.
Contact Centre Analytics is a specialist analytics platform for UK contact centres. We connect to the systems you already run — telephony, CRM, quality — and analyse every customer interaction, not just a small sample.
The result is a clear, consistent picture of operational performance and customer experience: what is driving demand, where resolution is failing, what it is costing you, and where compliance and quality are at risk.
We focus on the measures that lead to measurable improvement — and on helping your teams act on them.
What we help you understand and improve
The measures that move contact centre performance.
Six connected areas where clear, complete visibility drives practical improvement.
Why customers make contact
Every interaction is categorised by reason, so you can see precisely what is driving demand across your queues — and where to act first.
Repeat contact
Identify customers who call back about the same issue, pinpoint the root cause, and reduce the volume of avoidable second and third contacts.
Failure demand
Separate demand you genuinely need to serve from demand your own processes create, and target the operational fixes that remove it.
First-contact resolution
Measure resolution accurately and consistently across 100% of contacts, not just a small manual sample, and track it as it improves.
Cost to serve
Understand the true cost of each contact type and channel, and quantify the savings from resolving issues right the first time.
Quality & compliance
Automated scoring against your quality framework and regulatory obligations, with evidence from the conversation behind every measure.
Why it matters
You cannot improve what you cannot see clearly.
Most contact centres still rely on a small manual sample to understand quality, and on headline averages that hide what is really driving demand. The biggest opportunities — repeat contact, failure demand, avoidable cost — sit underneath those averages.
Operational performance
See where resolution is failing and why, so improvement effort goes where it has the greatest impact on cost and service.
Customer experience
Understand the real effort customers go through, and remove the reasons they have to contact you more than once.
Measurable improvement
Track the measures that matter over time and prove the return on every change your operation makes.
How it works
From every contact to clear action.
- 01
We listen to every contact
Your existing telephony and CRM data connects to the platform — no rip-and-replace, no disruption to live operations.
- 02
We analyse and structure it
Every conversation is transcribed, categorised and scored against your quality framework, giving you a complete, consistent view.
- 03
We surface what to fix first
Clear reporting shows the biggest drivers of repeat contact, failure demand and cost — ranked by impact on your operation.
- 04
You see measurable improvement
Track resolution, effort, cost and quality over time, and prove the return on every operational change you make.
Book a demo or talk to us
See it on your own operation.
Arrange a 30-minute demonstration tailored to your contact centre, or simply have an initial conversation about what you would like to improve. We will come back within one working day.