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Enlighten CSAT
Boost customer satisfaction by improving agent soft skills.​
Continuously uncover objective insights on agent behaviors that influence customer satisfaction on every interaction.
Make data-driven decisions with proven results.
Realize immediate value
No expertise is required with purpose built out-of-the-box behavioral models.
Increase employee engagement
Optimize routing to deliver the best outcome for every customer.
Improve coaching effectiveness
Equip supervisors with quality and coaching insights to deliver personalized coaching from an objective analysis of agent behaviors on 100% of all interactions.
Reduce manual listening
Automate the analysis to identify trends in customer satisfaction and agent behaviors before they negatively impact customers — or the bottom line.
Transform customer experience, effortlessly.
Power better connections and precisely measure results. Enlighten AI Routing seamlessly integrates holistic CX data to personalize every customer experience.
AI-driven behaviors and metrics for customer satisfaction.
Enlighten AI for Customer Satisfaction automatically analyzes agent soft-skill behaviors that drive customer sentiment on every interaction—objectively and consistently. The purpose-built customer satisfaction behavioral models are derived from 20+ years of industry experience, using the most expansive labeled CX dataset on the market.
Performance metrics on all interactions
Monitor performance using visual dashboards with heatmaps of sentiment and agents’ behavioral scores.
Objective agent behavioral analysis​​
Data-driven coaching and evaluation​
Operationalized results​
“It used to take me an hour to prep for a coaching session, but now ….I’m having a meaningful conversation with my agent in just a couple of minutes.”
Team Leader
Related Resources​
Redefining Success: The Impact of Soft Skills and AI on Contact Center Performance
CX leaders need hard data that shows the connection between capable, empathic agents and a stellar customer experience in order to make a strong business case for AI in the contact center. Our survey report of 400 contact center leaders in the UK and the United States gives you the statistics you need to demonstrate the essential role of soft skills in boosting customer satisfaction.
The AI Behind Better Connections
Solera appreciates the value AI and automation provide in empowering employees to deliver a superior customer experience. Enlighten AI is the perfect fit for executing Solera’s customer experience vision.
Automate Agent Notetaking to Save Time and Costs While Improving CX
Many contact centers today look to their agents to provide a detailed accounting of what happens during each interaction. Agents are responsible for accurately and consistently capturing every detail from why the customer contacted the business, what was the outcome of the call, to what actions were taken during the interaction.