Product · Contact centre analytics
Customer Science Insights
Contact centre managers do not lack data; they lack time to turn it into action before the shift ends. Customer Science Insights unifies voice, digital, bot and CRM data into one real-time view, with the recommendation already attached, so a manager can hit KPIs and coach the team without stopping to build a report first.
The problem
A platform migration can change the numbers you rely on
Moving contact centre platforms can leave familiar reports telling a different story. Metrics with the same name may use different calculations, while existing reports can contain business rules that are easy to miss. Rebuilding the dashboard alone will not preserve what the numbers mean.
The effects can reach workforce management and other business systems that depend on those outputs. Teams need agreed metric definitions and a clear view of the data behind each report, as well as when it becomes available. Customer Science Insights (CSI) brings data together for operational reporting; that reporting needs to be built around the decisions your teams make.
Planning a migration
Agree what your reporting needs to preserve
Define the metrics and review the reports
Agree a metric dictionary with business and technical teams, including how service level, abandonment and wait time should be calculated. Decide which reports to retain, consolidate, retire or improve.
Map the downstream dependencies
Trace how interaction data and agent states flow into workforce management and other business systems. Where several service providers are involved, agree a common reporting model and document the variations each provider needs.
Set the reporting timing
Identify which decisions need real-time data and which can use near-real-time or historical reporting. Check which events are available, when they arrive and where additional processing belongs.
Test the whole path and assign ownership
Validate business scenarios from the source event through to the dashboard, including edge cases and regression tests. Agree who owns metric definitions, monitors data quality and manages changes after go-live.
What sets CSI apart
Four things that make CSI different
Actionable AI
Insights and alerts today, with live QA already built in, and predictive, self-correcting operations on the roadmap.
Integration that's been proven
Complex, multi-vendor integrations delivered fast: Genesys Cloud to Snowflake and beyond.
Local support
Australian-based, responsive support from people who understand your environment.
Security and sovereignty
ISO 27001 certified, with deployment flexibility: fully hosted cloud, hybrid, or on-premises in Australia.
Turn contact centre data into real-time intelligence
See CSI on your own data with a free one-month trial, or talk to us about what it would take in your environment.
What we do
One live view of voice, digital, bots and CRM
CSI connects data from customer engagement platforms and customer relationship management (CRM) systems, including Genesys Cloud, NICE, Amazon Connect, Salesforce and Microsoft Dynamics. Operations leaders can see activity across channels in one place and use it to make real-time decisions.
Core capabilities
What the platform does
Live operational clarity
Low-latency reporting helps operations teams spot service issues while they are happening. Insights and recommendations support decisions about performance and coaching.
Unified control
Bring voice, digital, bot and CRM data into one dashboard, with human and digital workforces visible together.
Flexible data delivery
Send schema-ready data to BI tools and warehouses such as Snowflake. Support reporting across hybrid environments and give leaders a consistent view of performance.
Beyond dashboards
Use the data repository and reusable models for deeper analysis. Live quality assurance supports teams as they review interactions and improve service.
Insights
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