What happened yesterday that you need to know about. Which customers are drifting. What's driving your call volume. What people keep asking for. Owners and managers at the businesses running this open it first thing and work from it.
Built differently for each industry. The dealership version and the IT provider version look nothing alike.
Customers who signalled they're leaving. Conversations that escalated. And the early warning most businesses never get: a customer who has now called more than once about the same problem and still doesn't have an answer.
Click any one of them and you're in the conversation.
Every account, green or watch or red, based on what's actually being said on the phone rather than whether they paid the invoice.
For a multi-location business, the same read per location - so you can see which store is drifting.
174 calls about support this week. Billing questions up a third. Then click through to the conversations behind the number, because a number on its own has never fixed anything.
The requests that come up over and over, ranked. Competitors that keep getting mentioned, and in what context.
Straight from what customers actually said, not from a survey they didn't fill in.
Product and marketing teams are usually last in line for conversation data. Whatever a customer said gets filtered through whoever took the call and arrives weeks later as "customers are asking for X."
Here it arrives as the actual sentences, with a count beside them. Which features come up, whether the reaction was positive, which competitors are being named in the same breath, and whether the teams selling it are mentioning it at all.
A view that shows everything to everybody gets used once. So what you see depends on the job you're doing.
Everything, across every location and team. What happened yesterday that needs them, and where to get involved.
Their location. Their team. Their customers. Not somebody else's problems.
Their book of business, and what's flaring up in it - including the calls that went to service or billing that they were never on.
An account manager at an IT provider had just been through a vendor audit and been told to stop selling a particular license. Days later, on a support call she wasn't on, her service team quoted one.
She saw it on her own view that week and dealt with it. Without this she'd have found out at an audit.
The service executive at a ten-rooftop dealer group opens it every morning: which stores are hot, who's threatening legal action or to cancel, and who has called twice about the same thing with no resolution.
Each store manager sees only theirs. Before this, none of them saw any of it.
The day's numbers without hunting for them. How many conversations, how many missed, what's open and waiting on somebody. Click any figure and you get the list of conversations behind it, then the conversation itself.
The practical use people find first: pulling together what they need for a leadership meeting. Instead of opening two products and copying numbers across, they get the figures and the evidence in one place and build the update from that.
What a service manager at a dealership needs to see and what a practice lead at a clinic needs to see have almost nothing in common. So these aren't the same screens with the labels swapped.
Six in ten reschedules traced back to the team not running insurance pre-authorization before the appointment. Nobody in the business knew that. The CTO had been trying to work out where to invest in automation and now knew exactly where. The practice lead, who'd had no read across her locations at all, could start fixing it.
If you're running a contact center, buy a contact center suite. You need hold times, occupancy, average handle time, agents per queue - and those tools are good at it.
If you're running a business, all of that is noise. You don't need to know your average handle time. You need to know that a customer told your front desk they're going to a competitor, and that three people have complained about the same billing problem this month.
That's a different question, so it's a different product. Plenty of the businesses using this wouldn't describe themselves as having a contact center at all - they have a front desk and some desk phones.
The conversation-by-conversation write-ups behind every number here, and the search that gets you to any of them.
For the things that can't wait until somebody opens a screen in the morning.
Take the same data into your own reporting stack and put it next to your revenue numbers.