- Buddy for Business™
- Solutions
- Contact Centers
FLAGSHIP INDUSTRY · CONTACT CENTERS
Every interaction, measured. Every agent, supported.
Buddy and Buddy X bring quality, satisfaction, performance and staffing into one workforce, with your supervisors in charge.
WHAT THE WORKFORCE DOES
From the queue to the boardroom.
- Available nowWorks today
- Interactive demoSee it in a demonstration with sample data
- Planned / requires integrationBeing built or needs your systems connected
Quality assurance
Scorecards built from your standards, calibration sessions that keep evaluators aligned, and coaching moments flagged for supervisors. Buddy X leads; supervisors decide.
Interactive demoSee QA in the demoCSAT & voice of the customer
Survey scores and comments read together, so you see what drives satisfaction and what's hurting it, by queue, topic and team.
Interactive demoSee CSAT in the demoCoaching
Buddy X runs realistic practice with difficult customers and writes coaching notes for the supervisor to review and deliver.
Planned / requires integrationWorkforce management
Forecasting, staffing and scheduling proposals from your history and calendar, for your planners to approve.
Planned / requires integrationAgent & supervisor assist
Suggested answers, policy wording and next steps for agents; live queue and escalation views for supervisors.
Planned / requires integrationOmnichannel
Voice, chat, email and messaging, through approved integrations with the platforms you already use.
Requires integration
THE METRICS THAT MATTER
Nine measures. One honest picture.
Buddy explains every movement in plain language, with the evidence behind it. These are definitions, not results.
- FCRFirst contact resolution
Share of contacts resolved without the customer having to come back.
- AHTAverage handle time
Talk, hold and after-contact work per contact. Read alongside quality, never alone.
- ASAAverage speed of answer
How long customers wait before someone helps them.
- AbandonmentAbandonment rate
Share of customers who give up before being answered.
- SLService level
Share of contacts answered within your target time.
- OccupancyAgent occupancy
Share of logged-in time agents spend handling contacts.
- AdherenceSchedule adherence
How closely the day followed the plan.
- ConversionConversion rate
Share of sales or save opportunities that succeed.
- RetentionCustomer retention
Customers kept over the period you choose.
CONTACT CENTER COMMAND CENTER™
Three views. One source of truth.
Executive view
Service, quality, satisfaction and cost trends, with Buddy's briefing on what changed and why.
Supervisor view
Team performance, QA results, coaching queue and escalations prepared by Buddy X.
Operations view
Queues, service level, staffing against forecast and adherence, as the day happens.
Interactive demoSample data only. It never shows live business performance.
Open the Command Center demoBUDDY X™ IN THE CONTACT CENTER
Calm in the hardest conversations.
Buddy X leads de-escalation, policy explanations, objection handling and escalation preparation. He never insults, never threatens, never invents policy and never decides discipline. QA findings and coaching notes go to your supervisors, who make the call.
BUDDY FOR BUSINESS™