Question: I need a system that can analyze customer conversations across multiple channels to gain insights and identify areas for improvement.

If you want to analyze customer conversations across multiple channels and get some insights, Eclipse AI is a good choice. The platform aggregates interactions from online reviews, surveys, customer emails and audio/video calls for omnichannel data analysis and insights. It offers AI-driven decision support, location-based insights and integration with more than 50 tools, which can help businesses save time and effort.

Another powerful option is Verint, which offers a broad CX automation platform. Verint uses AI to improve customer engagement and includes tools for analyzing feedback across channels, forecasting demand, ensuring quality interactions and guiding employee outcomes. Its modular design makes it easy to integrate with existing systems, so it's a good choice for contact centers that want to improve customer experience while cutting costs.

InMoment is another option. It offers an integrated CX solution that collects and connects different types of experience data to give you a rich view of the customer journey. With features like AI-powered surveys, digital listening and advanced analytics, InMoment helps teams pinpoint experience issues and improve customer satisfaction, which can lead to major revenue growth and profitability improvements.

If you're looking for a more specialized contact center performance tool, Cresta offers a generative AI platform that analyzes conversations to reveal best practices and drive business results. Cresta offers conversation intelligence, agent assist and virtual agent abilities, making it a good choice to improve contact center efficiency and customer service.