Question: Can you recommend a tool that provides real-time analytics and insights to help me respond to changing conditions in my contact center?

If you need a tool to give you real-time analytics and insights to run a fast-moving contact center, Brightmetrics is a top contender. It offers real-time analytics with customizable dashboards so you can make decisions and track performance fast. It integrates with tools like Mitel and Genesys Cloud, and Brightmetrics promises to help you improve customer satisfaction and agent productivity with historical analysis and scheduled reports for deeper analysis.

Another top contender is Genesys Cloud CX. This AI-infused platform is designed to maximize contact center performance and offer real-time insights. It includes omnichannel engagement, workforce management and an open CX platform. Genesys Cloud CX is designed to boost response rates and agent productivity, and more than 8,000 companies use it, so it's a serious contender for improving customer satisfaction.

For companies that want to use AI to extract insights from conversations, Cresta offers a generative AI platform for contact centers. It offers conversation intelligence, agent assist and virtual agent tools, and it can integrate with many other tools. Cresta is a leader in real-time revenue execution platforms, according to one analyst report, and can help you improve response times and conversion rates, so it's a good choice if you want to optimize performance.

Last, Operata offers an observability platform that gives you better real-time visibility into performance so you can improve agent and customer satisfaction. With AI-powered insights and automation tools, Operata can link to many contact center tools and offer real-time advice to help you troubleshoot technical and operational problems. The company says it can lower IT costs and improve efficiency by shortening the time it takes to spot and fix problems.