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Know what’s working as you automate.

See which sales conversations are moving forward, which customer requests keep coming back, and where your team needs to step in.

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Know what is happening across your operation—
and what to do next.

Step 1 of 4. Queue and wait time climb on the Live Ops board until Floor Command raises an alert: Billing service level is below target.

Spot What’s Changing

Detect shifts in interaction quality, agent productivity, campaign performance, and CSAT before they impact business outcomes.

Understand What’s Driving It

Analyze performance changes to identify underlying issues, separate symptoms from root causes, and pinpoint where attention is needed.

Focus on What Matters Next

Give teams the context and recommended next steps to prioritize interventions, close gaps, and improve operational outcomes.

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The Four Pillars of
Operational Intelligence

Everything you need to launch smarter campaigns, run better operations, improve quality, and understand every customer.

01

Campaign Intelligence

Build campaigns with natural-language commands. Tune agents, calling windows, and scripts as performance changes. Carry every outcome into the next campaign.

02

Live Operational Intelligence

Monitor service levels, performance, and customer interactions in one place. Spot risk and opportunity before they affect CX.

03

Automated Quality Audits

Evaluate 100% of conversations. Validate resolution, uncover compliance risk, and deliver conversation-level coaching.

04

Voice of Customer Intelligence

Detect sentiment, recurring issues, journey friction, and emerging service gaps across every conversation.

Operational Intelligence That
Evolves with Every Outcome

Operational signals, team decisions, and business outcomes feed a continuous learning loop, helping refine future insights and make recommendations more relevant over time.

  1. Observe

    Build a live picture from conversations, campaigns, workforce, service levels, and quality.

  2. Analyze

    Connect patterns and operational context to understand what changed and why.

  3. Act

    Put the next best action in the hands of the team responsible for the outcome.

  4. Learn

    Feed actions and results back into campaigns, coaching, quality programs, and customer journeys.

The operation gets sharper with every shift, campaign, and conversation.

One view of the operation.
A clear next move for every team.

Every team works from the same operational truth, with intelligence shaped around the decisions they own.

Contact Center Managers

See: Live operational intelligence with AI-powered root-cause analysis.

Do: Resolve issues before they impact service levels.

Supervisors

See: Real-time alerts and performance insights.

Do: Coach agents in the moment and improve team performance.

Workforce Managers

See: Live visibility into staffing, skills, occupancy, and adherence.

Do: Optimize workforce allocation and consistently meet SLAs.

Quality Teams

See: AI-powered evaluation of every customer interaction.

Do: Achieve 100% quality coverage and accelerate continuous improvement.

Administrators

See: Reports generated through natural-language commands.

Do: Create new operational views instantly without IT dependency.

When Operations Get Smarter,
Business KPI Improves.

See how operational intelligence translates into measurable business impact.

  1. SIGNALS

    • Agent performance
    • Call handling
    • Query resolution

  2. INTELLIGENCE

    Operational insights help supervisors track agent performance, optimize call handling, and resolve queries faster.

  3. OUTCOME

    90% first-call resolution, 70% customer queries automated

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Connect the operation.
Govern the intelligence.

CXi Pulse brings operational intelligence into a shared layer, with clear ownership of the decisions, actions, and access each team controls.

Role-based control. Align operational views and access with each team’s responsibilities.

Accountable decisions. Keep decision-making grounded in relevant signals, operational context, and traceable evidence.

Quality governance. Support consistent evaluations through conversation-level assessment and resolution validation.

Coordinated action. Connect recommendations and follow-ups to the teams responsible for execution.

Run smarter operations. Deliver better experiences.

Bring conversations, campaigns, workforce, quality, and AI into one operational intelligence layer—and turn every signal into a better next move.

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