AI-powered XP platform — customer interaction analytics is here
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Customer Experience
Interaction Analytics.
AI-powered analysis of every customer conversation voice calls, chat, email, and written correspondence. Automatically scored, categorised, and delivered within 24 hours. 100% coverage, no sampling.
100%
Coverage no sampling
24h
Time to insight
3
Intelligence levels
AI
Fully automated via API
Interaction Metrics
Interaction data supports and explains Perception.
Interaction Metrics
What happened
AI-scored signals from every voice call, chat, email, and letter sentiment, emotion, quality, compliance. 100% coverage, no sampling, delivered in 24 hours.
Outputs
Sentiment · Emotion · Quality score · Compliance · Summary
supports & explains
Perception Metrics
How customers feel
NPS, CSAT, and CES surveys capture customer sentiment. Interaction data explains why those scores are what they are turning survey results into actionable intelligence.
Metrics
NPS · CSAT · CES · Ease · Emotional tone
drives
Outcome Metrics
Commercial proof
When Interaction quality improves and Perception scores rise, Outcome metrics confirm it retention, cost reduction, lifetime value. The full causal chain from agent behaviour to board metric.
Metrics
NPS · Retention · Cost to serve · Lifetime value
Why Interaction Analytics
Interaction data is what explains Perception.
Survey scores tell you what customers feel. Interaction data tells you why. Outcome data tells you what it cost or earned.
Most organisations review 2–5% of customer interactions manually. Quality CX 360 Interaction Analytics scores 100% without manual work, without delay, and without sampling bias. The result is a complete, objective picture of service quality across every channel and every agent.
This is the Interaction layer of Synopticom's 3CX measurement system the foundation that supports and explains all Perception metrics in your CX programme.
At a glance
100% coverage
Every interaction scored no sampling
Results in 24 hours
From raw interaction to structured insight
Fully automated via API
Zero manual work API-native pipeline
3 intelligence levels
Deploy one, add depth as you grow
Supported channels
Every channel. One unified intelligence layer.
Interaction Analytics ingests every customer conversation regardless of channel voice, digital, or written. All output is normalised to the same structured format, enabling cross-channel comparison and trend analysis that directly enriches your CX programme data.
Voice Calls
Speech-to-text + AI scoring
Call recordings transcribed and analysed for sentiment, emotion, topic, quality, and compliance. Works with Genesys, Avaya, Cisco, Amazon Connect, and NICE.
L1 · L2 · L3 supported
Text & Chat
Real-time digital channels
Live chat, chatbot sessions, WhatsApp threads, and social messaging via Zendesk, Intercom, LiveChat, or direct API. Analysed for intent, frustration, and resolution quality.
L1 · L2 supported
Email & Correspondence
Written digital channels
Customer service emails and support tickets analysed end-to-end. Captures tone escalation, unresolved intent, and compliance breaches in written communications.
L1 · L2 · L3 supported
Written Letters
Scanned & OCR pipeline
Physical correspondence scanned, OCR-processed, and fed into the same AI pipeline. Critical for regulated industries where formal written complaints require audit trails.
L1 · L2 · L3 supported
Intelligence Levels
Three levels. Deploy one. Add depth as you grow.
Start with descriptive facts on Day 1, layer in quality evaluation, then add compliance checking when ready paying only for the depth you need.
Want the full Interaction Analytics picture?
The complete technical detail channels, integrations, onboarding, pricing, and the full I · P · O framework is available in the Quality CX 360 suite.