itelligence® bridges the gap between human and digital workforces, delivering dynamic QA and sentiment analysis tools powered by advanced AI technology. Designed to transform the customer experience (CX), itelligence® captures 100% of voice and non-voice interactions, delivering clear, actionable insights through intuitive dashboards. Scale quality assurance, speed decision-making, and sharpen your understanding of customer needs to drive stronger loyalty and lasting business performance and growth.
AI-ENHANCED INSIGHTS
Knowledge is power, but only if you act on it. Your contact center data is one of your most valuable assets. It can predict, enhance, and guide smarter decisions. itelligence® breaks down data silos between your CX leaders, your teams and your customers, turning every conversation into crystal clear insights.
Converts voice and non-voice into structured text with 95%+ accuracy and built-in PII redaction.
Distinguishes agent and customer speech to assign sentiment, behavior, and scoring.
Understands accents and regional nuances for global QA accuracy.
Learns your brand terms and keywords to improve transcription accuracy.
Identifies customer goals and key terms for smarter automation.
Detects tone, emotion, and escalation risk across the conversation.
Generates auto summaries, action items, and resolutions for each interaction.
Every outcome depends on a synergy of agent performance, leadership, and data accuracy. Our AI system integrates advanced features for customer and employee experiences, optimizing the end-to-end service journey for maximum impact.
Ensure Quality at Scale
Automatically evaluate 100% of interactions with AI-driven scoring, rapid issue detection, and fully customizable QA logic so you can scale consistency without sacrificing quality.
Improve Every Interaction
Uncover key conversation patterns, missed opportunities, and resolution blockers using AI insights to improve CX outcomes and empower more efficient agent delivery.
Understand Customer Emotion
Analyze customer sentiment to uncover friction, detect escalation risks, and reveal the factors driving customer satisfaction and loyalty.
Our Super Agents© are masters of the moment, redefining what it means to work in a contact center. They don’t just react, they anticipate, using AI to deliver faster, smarter solutions. These professionals may not be superhuman, but with tech as their “insight engine”, they are Super Agents© – reshaping the future of the contact center agent. With AI handling the routine, they specialize in what they do best — delivering personalized, and on-brand interactions that build lasting loyalty.
itel’s Global Operating Model is a dynamic, multi-layered framework that unites partnership, people-centric experience, agile delivery, and data-driven performance. Powered by itelligence®, it creates a continuous feedback loop where every interaction fuels real-time optimization across recruitment, training, and program execution. Data flows seamlessly between CX teams and leaders, turning insights into action and performance into progress.
