Your CX Decision Intelligence Solution
WiserOwl Features
Track financial performance, down to single agent and bot. In near-real time.
Every CX resource. In real dollars.
REAL DOLLARS
PRIORITIZATION
INSTANT INSIGHTS
REAL DOLLARS
For each CX resource in your enterprise.
Instantly compare the costs of what’s happening in your CX center with what it should cost.
Example: This week our Support Queue took 32K calls (04:15 AHT) and cost $159,000. With an expected AHT of 03:38, it should have cost $132,000. What caused the delta?
PRIORITIZATION
To drive the greatest ROI
Know the precise dollar distance, and direction, between what’s happening and what should be happening. See where to focus and what to do next for the highest ROI.
Example: Our IVR deflected 10K calls this week, but agents handled 6k fewer calls, and there was no reduction in contact costs. Turns out marketing ran a campaign that added 4k calls, at a cost of $24,000 to support.
INSTANT INSIGHTS
See exactly how hard your CX dollars are working
See the cost of work across all channels, teams, and technologies in near real-time, down to single agent and bot.
Example: This week AI was expected to reduce talk time 30 seconds on our Account Change queue, saving $25,000, but instead talk time went down only 15 seconds and savings were just $10,000. Why?
With WiserOwl, you no longer have to guess.
With WiserOwl, you know exactly what’s driving value and what’s costing you — and what to do next.
You don’t need more data.
You need your data to do more.
CLEAR LINE OF SIGHT
Daily performance alignment
Evaluate your contact center performance in terms of time and money. Our automation process grabs data as often as every day, then translates all tracked metrics into their cost equivalent.
THE RIGHT METRIC
Proprietary financial indices
See the amount of money going towards customer engagement by contact center, manager, supervisor, agent, queue, technology or channel. Shown in numerical and chart form.
PERFORMANCE TRENDS
Exception reports
Illustrate where performance falls above and below expectations, so management can better balance workloads and CX needs.
See All Features
Understand and manage the real financials generated by your CX resources.
With seamless integration, data synthesis that originates from the bottom-up, and direct answers, WiserOwl does what no other tech can:
improve the business impact of your contact center and CX operations.
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Exception reporting
Example: Identify adherence loss and its source, down to single agent.
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Equivalent financial answers
Calibrate ROI across any channel, team, and technology, down to single agent and bot.
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Continuous Measurement
See where your money and time are being spent at every level.
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Bottom-up data synchronization
Finally get measurable answers to drive the decisions everyone can understand and manage.
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Decision tracking
Never again hunt for the basis for decisions thanks to clear notes connected to results.
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Powerful data integration
Raw data from your business systems feeds WiserOwl. Save incredible time and money with complete and instant business answers.
Why WiserOwl Is the Top Choice for CX Leaders
90%+ CSAT
Achieved by WiserOwl customers in under 12 months.
30% Average Spend Reduction
Achieved by WiserOwl customers in under 12 months.
40% Reduced Agent Turnover
Achieved by WiserOwl customers in under 12 months.
“We chose WiserOwl because leadership needed a path forward. We have to understand the financial cost of getting work done if we’re going to achieve any revenue increase and cost reductions.”
“Gone are the days of solely relying on traditional contact center measures and KPIs.”
“While contact centers are well-oiled efficient machines, they struggle at translating metrics into enterprise awareness and value and the downstream effects. WiserOwl gets them closer.”
“WiserOwl validates how efficiently we use our technology stack so we can better leverage what we have to address contact center needs before spending more. Little did we know there was such a significant under-utilization of technology.”
Clear financial performance, clear decisions.
Learn how WiserOwl delivers the CX decision intelligence you need.
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