NethraCX watches your contact center's real metrics — CSAT, AHT, FCR, service level — and explains why they moved, with the specific conversations and evidence behind every finding. No black-box AI opinions, ever.
“Your customer experience is declining.”
“CSAT decreased 8% this week. The largest contributing segment is billing calls, where average hold time increased 42 seconds. The issue is concentrated in two queues. Review these 12 conversations and the recent routing change.”
Every insight NethraCX shows you traces back to a real metric, a real anomaly, and real conversations — never an AI's unsupported opinion.
Calls, chats, transcripts, agent and queue metrics, dispositions — ingested from your contact-center platform, structured, and kept as ground truth.
CSAT, AHT, FCR, service level, abandon rate, and trend deltas — plain arithmetic over your raw data, never something an AI could quietly get wrong.
Statistical anomaly detection finds the metrics that moved outside their normal range, for which agent, queue, or intent — explainable by construction.
The root-cause engine correlates what moved together, links it to a logged change if there is one, and hands you the supporting conversations.
Across your human agents, your AI/automation layer, and the queues that connect them.
Handle time, transfer rate, escalation rate, and conversation-quality scoring — framed as investigation, never as a ranking or a scorecard.
Latency, cost, confidence, retry and fallback rates for the AI analysis layer itself — so you can trust the system that's telling you what to trust.
Groups anomalies that moved together, links them to a logged operational change, and shows the exact interactions behind the finding.
The same discipline, for businesses without a contact center. Reach answers your phone, answers from what you've told it, takes messages, and transfers to your cell — and every call is logged with a transcript and summary.
See NethraCX against your own contact center's numbers, with a real person walking your team through it — no generic demo script.