Contact Center Analytics

Turn Every Customer Conversation into Actionable Insights

Understand what drives customer satisfaction, identify recurring issues, and discover opportunities to improve customer experience. Tryvium Analytics brings together interaction data, speech and sentiment insights, transcripts, and performance metrics to help teams understand customer needs, evaluate agent effectiveness, and make better-informed decisions.
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What Is Tryvium Analytics?

Understand What Is Happening Across Every Interaction

Each customer interaction gives you an opportunity to learn more about the experience provided by your company. Tryvium Analytics integrates interaction transcripts along with interaction details, interaction sentiment analysis, and interaction performance measures in order to give you and your team the ability to pinpoint customer issues, detect trends among customers, and evaluate how your team deals with each interaction.
By connecting each conversation to larger trends within the contact center, organizations can go further than just report on what is happening; they can find out why issues keep coming up, how different elements affect whether customers are satisfied, and find out which changes would provide the biggest benefit.
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Conversation Intelligence

Think Beyond the Numbers. Understand the Conversation Behind It.

The dashboard metrics are useful in showing you what is happening but it’s the conversation that will tell you why. Tryvium Analytics enables organizations to analyze customer interactions through various voice, chat, email and digital channels to understand customer intentions, interactions quality and patterns that could be unnoticed.
Whether it is the recognition of customer frustration, repetitive requests and agent performance trends, Tryvium helps organizations to extract actionable insights from their interaction data that would help them make better decisions.

Capture all Interactions

Capture all your interactions by merging the conversation metadata with the transcripts.

Analyze Customer Intentions

Analyze conversations to get insights on customer intentions, recurrent requests, and issues that impact your customers.

Analyze Interactions Quality

Do sentiment analysis, measure conversation length and other metrics that will help you understand interactions quality.

Find Root Cause

Identify the reason for recurrence, service outages, and patterns that lead to a poor customer experience.

Drive Improvements

Identify where your organization can reduce repetitions and improve experience quality via coaching and training.

Tryvium Capabilities

AI-based Analytics for Contact Centers

Helps to uncover customer needs, agents responses and areas that require work.

Speech
Analytics

Analyze speech conversations to understand customers' needs, identify recurring themes and discover patterns in voice interactions.

Real-time Sentiment Analysis

Analyze customer interactions in real time and generate sentiment scores to trace emotions' changes, find dissatisfaction and other important patterns that require your immediate attention.

Live
Transcripts

Record live interactions to use them for interaction analysis and quality improvements.

Self-Service Transcripts

Collect transcripts of self-service interactions to analyze customers’ requests, uncover unmet needs and recurring issues.

Conversation
Review

Review voice and chat interactions to understand how agents perform in dealing with customers' issues, needs and concerns. Discover the patterns in interactions and agents' behavior that can be used to improve their performance.

Metrics & Interaction Details

Access interaction-level data and performance metrics to identify trends and agent performance.

Dashboard
Metrics

Track key metrics of customer experience, interactions, and agents' performance through centralized dashboards.

Reports &
Dashboard

Explore reports and performance metrics to track trends, compare the results and make better-informed decisions regarding your contact center performance.

AI-Based Enhancements

Use AI analytics to identify customer trends and improve service quality, while AI self-service resolves routine queries and reduces agent workload.

Business Outcomes

Turn Interaction Insights into Measurable Improvements

The analysis of customer interactions will assist companies in recognizing where performance is lacking, where improvements should be made, and how decisions should be made. Tryvium Analytics helps organizations gain insights on elements that affect the results of contact centers’ work, thus allowing their teams to make improvements in right places.
Up to
0%

Reduction in Average Handle Time

Find out what is slowing down conversations and resolve repetitive issues and delays.

Up to
0%

Improvement in Agent Productivity

Make use of the performance data to find out about the improvement areas and provide the coaching to agents.

Up to
0%

More Interactions Resolved

Find out recurring problems and patterns in customer interactions to make process of resolving issues better.

Reach
0%+

First Contact Resolution

Analyze the trends in interactions to find out what is affecting the first contact resolution rates.

Up to
0%

Improvement in CSAT and NPS

Analyze the sentiments and recurring problems in order to find improvement areas.

Cut
30-0%

Reduction in Supervisor's Effort

Make use of centralized interaction data and performance dashboards to analyze key interaction areas during reviews.

Every Conversation Holds an Insight. Make It Count.

Learn more about customer sentiment, discover why customer interactions with the contact center are turning out the way they are and use interaction data to create better customer experiences using Tryvium Analytics.
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Frequently asked questions

Contact Center Analytics questions, answered

What are contact center analytics?

Contact center analytics helps companies analyze customer interactions and identify service metrics and agents’ performance to understand customer expectations and address issues that happen repeatedly.
Speech analytics allows companies to know what their customers are talking about, the subject matters that occur most often in a customer service interaction, and how these types of interactions take place. All of this can assist in being able to better understand and respond to the needs of the customer.
Sentiment analytics helps identify whether a customer’s feedback is positive or negative and if a customer is dissatisfied. It helps teams recognize customer concerns and identify conversations that may require attention.
Tryvium Analytics integrates sentiment and interaction analytics to help companies address customer concerns, identify gaps in service and make changes that improve the customer experience.
Yes, Tryvium Analytics gives insights into agents’ performance and helps answer questions such as how agents are responding to customer needs and what coaching actions should be taken to enhance agents’ performance.
Teams can analyze their customers’ experience using the customer’s perspective. By looking at transcripts, how customers interact with the company, and the pattern of communication between the team and the customer. Teams can determine what issues are occurring most frequently, what customers are most unhappy about, and which areas of service need improvement in order to reduce the number of times customers contact the team for the same reason.