Data-Driven Contact Center Decisions
Most contact centers make decisions based on gut feelings or outdated monthly reports. Platform28's analytics platform changes that by giving you real-time visibility into every aspect of your operation. From live queue monitoring to AI-powered speech analytics that analyze 100% of your calls, you'll have the data you need to make smarter decisions, coach more effectively, and continuously improve customer satisfaction scores.
Analytics Capabilities
Comprehensive analytics to understand and improve every aspect of your contact center.
Real-Time Analytics
Live dashboards showing current performance across all channels and teams.
Historical Reporting
Comprehensive reports on trends, patterns, and long-term performance.
Speech Analytics
AI-powered analysis of call recordings for sentiment and compliance.
Customer Insights
Understand customer behavior, preferences, and satisfaction drivers.
Agent Performance
Individual and team metrics with benchmarking and trend analysis.
Custom Dashboards
Build custom views and reports tailored to your specific needs.
Voice AI Pipeline Observability
Real-time visibility into every stage of the voice AI pipeline, from speech recognition through response delivery.
Pipeline Latency Decomposition
Break down response time into STT, LLM, and TTS stages. Identify bottlenecks instantly with per-message and aggregate pipeline views.
100% Interaction Coverage
Every voice AI interaction is instrumented automatically. No sampling, no manual tagging. Complete visibility across all conversations.
Continuous Improvement Dashboards
Track latency trends, compare departments, identify degradation before it impacts callers. Data-driven optimization of your voice AI.
Insights That Drive Improvement
Data without action is just noise. Platform28's analytics are designed to surface the insights that matter and make it easy to act on them.
- Identify bottlenecks and inefficiencies
- Spot training and coaching opportunities
- Understand customer sentiment trends
- Optimize staffing and scheduling
- Track ROI of process improvements
Platform28 provides an enterprise contact center platform used by commercial organizations and large public-sector agencies, including state human services programs similar to Georgia DHS. These environments handle complex workflows, seasonal call spikes, and strict security requirements. By building Platform28 for these demanding scenarios, we deliver a platform that also works exceptionally well for enterprise customer support teams and other regulated industries.
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