Enlighten CSAT

Boost customer satisfaction by improving agent soft skills.

Continuously uncover objective insights on agent behaviors that influence customer satisfaction on every interaction.
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Discover AI for CX
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Make data-driven decisions with proven results.
Realize immediate value
No expertise is required with purpose built out-of-the-box behavioral models.
Increase employee engagement
Motivate agents with real-time feedback and guidance on behaviors and skills needed for achieving their goals.
Improve coaching effectiveness
Equip supervisors with quality and coaching insights to deliver personalized coaching from an objective analysis of agent behaviors on 100% of all interactions.
Reduce manual listening
Automate the analysis to identify trends in customer satisfaction and agent behaviors before they negatively impact customers — or the bottom line.
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Automate agent behavioral analysis.

Empower your agents to be their best by measuring the proven soft-skill behaviors that drive CSAT.

Instead of relying on a subjective behavioral analysis based on a small sample size, Enlighten AI for Customer Satisfaction delivers an objective measurement of customer sentiment and agent behaviors on all interactions using contact center behavioral AI analytics. Behavioral scores are operationalized in real time, and presented in an easy-to-read heatmap, enabling every team and individual to focus on the same organizational KPIs regardless of their location.

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Drive extraordinary CX.
Discover how AI empowers agents to deliver perfect CX by suggesting the next right behavior — at just the right time on every interaction.
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Drive extraordinary CX.
Discover how AI empowers agents to deliver perfect CX by suggesting the next right behavior — at just the right time on every interaction.
Watch demo
Aiming for best-in-class experience
Learn how Fifth Third Bank used Enlighten AI for Customer Satisfaction to improve agent performance with AI-driven analysis.
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knowledge management
AI-driven behaviors and metrics for customer satisfaction.
Enlighten AI for Customer Satisfaction automatically analyzes agent soft-skill behaviors that drive customer sentiment on every interaction—objectively and consistently. The purpose-built customer satisfaction behavioral models are derived from 20+ years of industry experience, using the most expansive labeled CX dataset on the market.
Performance metrics on all interactions
Monitor performance using visual dashboards with heatmaps of sentiment and agents’ behavioral scores.
Objective agent behavioral analysis
All agents are scored objectively, on every interaction, using pre-built AI-driven behavioral models for customer satisfaction.
Data-driven coaching and evaluation
Pre-built supervisor and agent scorecards aggregate KPIs, identify coaching opportunities and link to evaluation and feedback workflows, so supervisors spend less time hunting for information.
Operationalized results
Behavioral scores are operationalized by a suite of quality, performance, and coaching applications, enabling all stakeholders to focus on the same organizational KPIs.
“It used to take me an hour to prep for a coaching session, but now ….I’m having a meaningful conversation with my agent in just a couple of minutes.”
Team Leader
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Resource Library
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If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

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