Mosaicx Insights360

Mosaicx Insights360 is a comprehensive analytics solution designed to capture and analyze customer interactions throughout their journey—from the initial dial to the disconnection. This platform provides valuable insights regarding various touchpoints, including hold times, self-service interactions, and agent transfers.

By leveraging the power of data, Insights360 aims to improve customer experience (CX) by reducing agent handling time, minimizing customer dissatisfaction, and preventing unnecessary transfers. It features an end-to-end dashboard that effectively tracks call performance and effectiveness. In addition, it offers customer care channel analysis for optimizing operational performance and incorporates voice-of-the-customer listening mechanisms to gather direct feedback from users.

Insights360 seamlessly integrates into existing contact center environments without necessitating IT support, making it accessible and user-friendly for organizations looking to enhance their customer service capabilities. This solution serves various industries, including Finance, Healthcare, Retail, and more, thereby supporting a wide range of customer interaction scenarios.