AI INSIGHTS WITH A SENSE FOR EXCELLENCE
We realized that traditional contact center monitoring tools were too slow, inflexible, and heavily dependent on technical teams. Since 2013, we've worked with leading organizations to build a real-time monitoring solution that empowers contact centers to act in the moment. Insightense has evolved from a custom project into a robust platform used by high-performance teams. Today, it enables full visibility across queues, agents, and customer interactions—with over 180 KPIs and drag-and-drop dashboards tailored to your needs.
Insightense is designed to be flexible, accurate, and customizable. It delivers real-time insights with no delays, and it’s easy to operate—even for non-technical users.*
Insightense (Reportable Real-Time Monitoring) is a flexible analytics platform for contact centers. It collects and processes real-time data directly from your communication infrastructure—without relying on legacy databases.
Insightense can monitor activity across multiple communication channels—including voice calls, chats, emails, and social or messaging platforms. It supports both shared KPIs across channels and channel-specific metrics, enabling precise performance tracking and comparison.*
Whether you're running cloud, hybrid, or on-premise operations, Insightense adapts to your environment and operational goals.
Insightense translates real-time metrics into strategic action. Here’s how the system delivers measurable value across contact center operations:
| Business Objective | Value Delivered |
|---|---|
| Reduce Customer Wait Time | Lower customer frustration and abandonment. Respond faster with real-time alerts. |
| Improve SLA Adherence | Track SLA thresholds live. Trigger warnings before breaches. |
| Minimize Call Abandonment | Prevent lost sales or service opportunities. Respond with staffing or routing. |
| Optimize Agent Utilization | Balance workloads. Identify idle time or overburdened agents in real time. |
| Monitor Internal Process Gaps | Discover issues in internal transfer handling. Improve process flow. |
| Boost Workforce Productivity | Shorten non-productive time to improve cost-efficiency and service readiness. |
| Enhance First Contact Resolution | Track how well issues are solved in one go. Reduce callbacks and transfers. |
| Enable Proactive Management | Receive alerts before KPIs degrade. Avoid reactive firefighting. |
Insightense gives business users full control over how performance data is viewed and analyzed. It supports advanced configuration of thresholds for every metric, including custom and complex conditions tailored to specific operational rules or performance goals.
Core Visualization Capabilities:
Dashboards update in real time. No refreshes, no reloads, no delays.
Insightense doesn't just measure—it guides.
AI Capabilities:
These insights enable proactive operations management, long-term performance improvement, and a more agile customer experience strategy.
Insightense is designed for enterprise-level resilience, performance, and compliance.
Highlights:
Insightense is more than just a live monitoring system. It serves as the foundation for a broader performance intelligence platform. Every real-time metric is stored and structured to support rich historical analysis, compliance audits, and business intelligence reporting.
Platform Vision:
"We've been working with Insightense for over 7 years, supporting our contact center of more than 1,000 agents. The platform has become our central operational system—helping us manage performance, track KPIs in real time, and align service quality with business outcomes. It’s reliable, scalable, and deeply embedded in our daily decision-making."
"Operating five contact centers across five countries in different time zones is a huge challenge—but Insightense makes it manageable. It allows our regional teams to act locally while providing global visibility and coordination. Insightense is instrumental in managing performance with precision across all levels of the organization."
"As a long-standing integration partner, we see Insightense as the missing puzzle piece for enhancing Twilio Flex. It extends core functionality with advanced analytics, alerting, and reporting. From real-time views for supervisors to strategic insights for executives, Insightense empowers our clients to manage their contact centers with confidence and clarity."
Ready to monitor your contact center like never before? Book a demo. Ask your toughest questions. See your data in motion.