Omni Intelligence

Omni Intelligence is for contact center managers, supervisors, and operations teams who need to assess agent workload and monitor the performance of their phone systems. Its speech analytics analyzes call recordings to estimate the time agents spend on back-office tasks, with real-time views and historical reports to help identify coaching needs and process or system issues. The platform also maps IVR menus and transcribes prompts, then monitors IVR availability, routing, prompt quality, and dropped calls. Teams can track service levels and voice quality, receive alerts about operational problems, and run load and performance tests for contact centers, IVRs, and voicebots. Voice biometrics is also listed as a capability. Omni Intelligence may suit organizations looking for a web-based toolkit to monitor and test contact center operations alongside agent and call analytics.

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