Turn Every Conversation into Intelligence

Conversation Intelligence for Contact Centers - from IVR to AI to human agents. Know the full customer journey across customer experience operations.

gives operations leaders, CX managers, and executives a unified conversation intelligence platform to analyze the full customer journey - from IVR entry, through AI agent containment, to human-assisted resolution. Powered by carrier-grade conversational AI, speech analytics, and contact center analytics, and built for telco-scale volumes.

CX Blind Spots AreCosting You – Let’s Fix It!

Most telecom contact centers operate in silos. IVR analytics lives in one system. Virtual agent and chatbot data in another. Agent performance, QA, and WFM insights in a third. Sense AI Insights unifies conversation intelligence across your entire CX stack providing a meaningful interaction lifecycle.

End-to-end interaction visibility across your contact center

Capture and analyze interactions across IVR, virtual agents, chatbots, and live agents with real-time insights on AHT, FCR, CSAT, containment rate, escalation rate, and call drivers.

Full-Journey Intelligence (IVR → AI → Human)
Root Cause & Call Driver Analysis
Real-Time Insights with Actionable Recommendations

Real-time decision intelligence for CX operations

Query interaction data using natural language to uncover root cause analysis, intent trends, and customer journey bottlenecks, and trigger next-best actions across automated and assisted channels.

Ask Questions in Natural Language
Uncover Root Causes, Trends & Journey Bottlenecks
Trigger Next-Best Actions Across CX Operations

AI-powered quality assurance with 100% coverage

Automate contact center QA, compliance monitoring, and agent performance evaluation across voice and digital channels with AI-driven scoring and calibration workflows.

QA Every Call. Every Channel. Automatically.
Know Who’s Performing — and Who Needs Support
Turn Quality Insights into Better Agents

AI-driven agent coaching and performance optimization

Identify performance gaps using conversation analytics and behavioral insights, deliver targeted coaching, and track improvements across agents, teams, and supervisors.

Behavioral & Conversation-Based Performance Analysis
Personalized Coaching for Every Agent
Continuous Learning & Performance Tracking

Sense AI Insights Capabilities

Customer Journey Intelligence Capabilities

Full-Journey Visibility

Track complete customer journeys across IVR, voice agents, chatbots, and live agents.

Containment & Escalation Analytics

Measure self-service containment rate, deflection rate, and escalation drivers.

Journey-Level Resolution (FCR)

Analyze first call resolution (FCR) across the full interaction lifecycle—not just per channel.

Escalation & Intent Analytics

Identify top call drivers, customer intents, and failure points in automation.

Repeat Call & Call Driver Analysis

Detect repeat contacts, unresolved issues, and top reasons for contact.

Real-Time ACD & Queue Analytics

Monitor ACD metrics, call volume, service levels, wait times, and queue performance.

Speech Analytics (Multilingual STT)

Carrier-grade speech-to-text transcription and voice analytics at scale.

Sentiment Analysis & Intent Detection

Track customer sentiment, emotion, and intent signals across interactions.

Auto Categorization & Call Summarization

Automate call tagging, disposition, and summarization for faster analysis.

Root Cause Analysis & QA Automation

Uncover trends, automate quality monitoring (QM), compliance checks, and coaching triggers.

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CX Performance Visibility Layer

Your Contact CenterKPIs - Unified in One Dashboard

Sense AI Insights centralizes contact center analytics and reporting across three core performance dimensions:

Operational Efficiency (AHT, containment rate, cost per contact)
Customer Experience (CSAT, NPS, sentiment trends)
Retention & Revenue Impact (churn signals, upsell/cross-sell opportunities)

Explore Capabilities

Carrier-Grade CX Architecture

Built for the Scale and Complexity of Modern Telecom Contact Centers

Telco-Grade Scalability

Process millions of calls with high-accuracy speech analytics and processing.

Unified Conversation Intelligence Platform

One platform across IVR, AI agents, and human agents - not fragmented tools.

From Insights to Action

Connect analytics to workflow automation, coaching, and CX optimization in real time.

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FAQ'S

Learn more about AI-first CX intelligence

Explore practical resources on conversational IVR, AI containment strategies, and telecom CX transformation.

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SuperAgents for AI Resolution

Sense AI SuperAgents don’t just answer, they resolve, governed by an agentic ecosystem that enables intelligent, autonomous resolutions.

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Unified Agent Workforce

Sense AI Agent 360 is a unified console for AI and human collaboration with built-in WFM, delivered as a lightweight, AI-first contact center module.

FAQs

Frequently Asked Questions

Free 3,000 Minutes of Call Intelligence

Get up to 3,000 minutes of free call analysis and see how Sense AI Insights can transform your contact center performance.

Book a Free Consultation