AI-Powered Experience Intelligence Platform
Every interaction, understood
X.Vibe brings customer interaction and experience signals together to show what customers are saying, what happened during service, whether policy was followed, and why the same problems keep returning.
Overview
- Passed interactions8795%66.0%
- Failed interactions55%81.8%
Quality accuracy by severity
Error Categories
X-Vibe AI insights
X.Vibe Calls Dashboard, shown with sample data.
Required disclosure missed on 3 of 41 sale calls
Turns negative at the fee explanation, not at hold
One billing message drives 22% of repeat contact
Before the analytics
Measurement rarely fails because of the analytics tool
If the question is which analytics platform to buy, the detail below is for you. If the question is why the operation keeps producing the same failures, start one level up.
What it does
What X.Vibe does
Organisations hear thousands of interactions a day and can describe almost none of them. X.Vibe reads all of it, and returns what is worth acting on.
It takes in everything, not a sample
Calls, chat, messaging, email, cases, tickets and survey responses - the whole volume, rather than the one to three per cent a manual team can reach.
It evaluates against your framework
Your scorecard, your weights, your critical categories and your compliance requirements - applied identically to every interaction.
It finds what is actually wrong
Sentiment, intent, silence, escalation risk and missed obligations, with the moment in the conversation that produced each one.
It separates the pattern from the incident
What keeps happening across journeys, ranked by how often it recurs and what it costs in repeat contact.
It turns that into work somebody owns
Coaching assigned to the person and the gap it relates to, and improvement directed at what the analysis says matters most.
The model
Signals become action
Quality scores describe the past. Experience intelligence explains it - and points at what to change.
Signals
Calls, chats, email, social and survey responses, across the whole estate rather than a sample.
Intelligence
Transcription, sentiment, intent, topic and quality scoring against your own framework.
Insight
What is driving contact, where the experience breaks and which teams it concentrates in.
Action
Coaching, process change and the measurement that shows whether it worked.
The X.Vibe intelligence chain
What it answers
Questions most operations cannot answer with evidence
Sampling two per cent of calls shows only what two per cent of calls contained. X.Vibe is built to answer the questions that management asks, across the whole interaction estate rather than a sample of it.
Modules
Two modules, one platform
X.Vibe is not a quality tool with reporting added on. Automated quality management (AQM) evaluates what happened inside each interaction. Experience analytics joins those evaluations to everything else already known about the customer and recommends what action to take.
The second module reads the first
Experience analytics is not a separate ingestion project. It is built on the evaluations that AQM has already produced.
Automated quality management
Every interaction evaluated against your own framework - not a sample, and not only voice.
- 100% of interactions evaluated, not the 1–3% a manual team can reach
- Calls, digital conversations, cases and tickets, and survey responses
- Your scorecard, your weights, your critical and non-critical categories
- Compliance and required-disclosure checks applied to every interaction
- Sentiment, intent, silence, interruption and escalation signals
- Coaching recommendations tied to the moment that produced them
- Consistent scoring without evaluator-to-evaluator variance
Experience analytics
Everything the organisation knows about the customer, joined and read together.
- Channel data, AQM evaluations, case records and survey responses in one model
- Customer pain points, named and ranked by how often they recur
- Recurring patterns across journeys rather than one-off incidents
- The drivers behind repeat contact and escalation
- Recommendations on what to fix, with the evidence attached
- Where to focus next, ordered by impact rather than by volume
- Executive and operational views of the same underlying signal set
Sources
Experience signals, wherever they are created
X.Vibe ingests interaction and experience data across the estate. The intelligence is only as complete as the signal set behind it.
One customer record, one case, one set of service standards
Context follows the customer instead of restarting at every door.
Capabilities
From every interaction to actionable intelligence
Quality management is one of these, and an important one. It is not the whole product.
01
Interaction intelligence
What was said, what was done, what was agreed and what was left unresolved - on every interaction analysed.
and 6 more below
02
Quality management
Automated evaluation against your own scorecard, at a coverage level manual QA cannot reach.
and 6 more below
03
Experience analytics
Experience measured from behaviour and language, not only from survey responses.
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04
Sentiment & intent
What the customer wanted and how they felt about the outcome, tracked across the interaction.
and 6 more below
Compliance & risk
Required disclosures, verification steps and prohibited statements checked systematically.
Agent performance
Individual and team performance against the same standard, with the evidence attached.
Coaching intelligence
Specific, evidenced development needs rather than generic scores.
Topic & root-cause intelligence
The drivers behind contact volume and repeat contact, grouped and ranked.
Operational alerts
Notification when a pattern emerges that needs intervention now, not next month.
Executive analytics
Experience and quality trends at the level a leadership team can act on.
Quality management
Automated quality management, done properly
AQM inside X.Vibe evaluates against your framework - your scorecard, your rubric, your compliance requirements - and produces evidence a team leader can use in a coaching conversation.
01
Automated evaluations
Evaluation applied consistently, without evaluator-to-evaluator variance.
and 3 more below
02
Scorecards
Your existing scorecard structure, weighted as your quality framework defines.
and 3 more below
03
Rubrics
Behavioural and technical criteria assessed against defined standards.
and 3 more below
04
Interaction analysis at scale
Analysis across the interaction estate where technically applicable, rather than a manual sample.
and 3 more below
Compliance checks
Verification, disclosure and process-adherence requirements checked on every analysed interaction.
Agent evaluation
Performance against standard, with the specific moment in the interaction available as evidence.
Coaching
Findings routed into coaching plans, with re-measurement to confirm the gap closed.
Coverage
Everything AQM evaluates
Quality management that only reads voice calls describes a fraction of the service. The same framework is applied to every place the work actually happens.
01
Voice calls
Live and recorded telephony, transcribed with speaker separation, then evaluated against the same scorecard as every other channel, including silence, interruption and talk-over behaviour that is specific to voice.
and 2 more below
02
Digital conversations
Web chat, WhatsApp, social messaging and email assessed on the same criteria, so a digital team is not measured by a different standard from the voice team.
and 2 more below
03
Cases and tickets
The service record itself - classification, ownership, handling, resolution notes and reopen history - evaluated alongside the conversation that created it.
and 2 more below
04
Survey responses
Solicited feedback read next to the interaction it refers to, so a low score is attached to the conversation that produced it rather than sitting in a separate report.
and 2 more below
Compliance and risk checks
Required disclosures, verification steps and prohibited statements checked on every interaction, with the failures raised rather than summarised.
Agent and queue performance
Individual, team and queue performance against one standard, with the evidence behind every score available to the person being coached.
Interaction analysis explains how service was delivered. Experience analytics explains the effect of that service on the customer relationship, by joining interaction signals to case outcomes, survey responses and behaviour across channels.
Signals joined in the model
Insights
What experience analytics returns
Evaluation shows what happened in an interaction. This module addresses the harder question: what keeps happening, why, and what should be done about it first.
01
Customer pain points
The specific things customers are struggling with, named in the language they used, ranked by how often they recur and what they cost in repeat contact.
and 2 more below
02
Recurring patterns
Themes that appear across many interactions rather than in one difficult call - the difference between a bad day and a broken process.
and 2 more below
03
Root cause and drivers
What sits behind contact volume, escalation and reopened cases, traced back through the evaluations and case records that evidence it.
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04
Recommendations
What to change, stated as an action with the interactions, cases and survey responses that support it attached rather than referenced.
and 2 more below
Where to focus
Areas are ordered by impact rather than by volume, so that effort is directed to what improves the experience rather than to whatever is most prominent in a given week.
Cross-channel journeys
The same customer followed across voice, digital, case and survey, so a good interaction inside a failing journey is still visible as a failing journey.
Inside X.Vibe
Every interaction scored, explained and turned into action
This is what X.Vibe presents to a quality lead, a supervisor and an executive: every call, chat, case and branch visit evaluated against your own criteria, with the reasons, the sentiment and the next step in one place. Figures shown here are illustrative.
Calls, digital, cases, branches and experience, side by side
X.Vibe is not a call-recording add-on. Each channel has its own dashboard, scored on what that channel measures, and all dashboards are consolidated into one view of the customer experience.
- Calls, digital conversations, cases and in-branch visits in one workspace
- Compare any period, from the last 24 hours to the last 60 days
- One experience view that blends every channel's signal
Every interaction evaluated, not a sample of five
Each call is scored against your own evaluation form as soon as it is recorded. Results are split by severity, so that a compliance miss is never hidden behind a good average.
- Pass rate, evaluated volume and failures at a glance, with change against the last period
- Errors grouped as Customer, Business and Compliance Critical, or Non-Critical
- 100% coverage instead of manual sampling
Why a call scored the way it did, with the evidence
Open any interaction and see the agent's score, talk and silence patterns, the sentiment over the call, and each evaluation question answered with a quote from the transcript and a confidence level.
- An overall agent score from Needs improvement to Exceeds expectations
- Talk time, silence and overlap for agent and customer
- Every answer backed by evidence, a reason and a confidence score, in Arabic or English
Your quality form, applied by AI to every interaction
Build an evaluator from your existing form, or import one, then assign it to queues and channels. Every call is evaluated automatically after recording. Recordings and case spreadsheets can also be uploaded for a one-off evaluation.
- Sections and criteria in Arabic or English, per queue, division or channel
- Separate evaluators for calls and for cases
- Upload WAV or MP3 recordings, or a spreadsheet of cases, and score them in bulk
معايير تقييم جودة المكالمات
Case Quality Evaluator
The dashboard tells you what to fix first
X.Vibe reads the period's results and writes proactive insights in the language your team works in: what is getting worse, what is improving and where to act. It also ranks the evaluation criteria that fail most often.
- Risks, opportunities and wins, written in Arabic or English
- The most unsuccessful parameters, ranked by failure rate
- Each parameter tagged with its section and severity
Satisfaction and first-contact resolution, without a survey
X.Vibe predicts how satisfied each customer was and whether their issue was resolved on first contact, from the conversation itself. You get a satisfaction reading on every interaction, not only the few customers who answer a survey.
- Predictive CSAT split into satisfied, neutral and dissatisfied
- Predictive FCR rate, with achieved and not achieved counts
- Agent and customer sentiment measured separately
What customers are actually calling about
Every interaction is classified automatically by reason, topic and product, straight from the conversation. You see why demand arrives, not just how much of it there is.
- Call classifications with share of volume
- Top topics and top products, refreshed for every period
- Works on Arabic dialect as well as English
Are digital customers getting timely, useful answers?
For chat, WhatsApp, social and email, X.Vibe measures how quickly customers are answered, how much effort it took them, and how the conversation ended.
- Response rate, replies within five minutes and unanswered conversations
- Outcomes from resolved to unresolved, and customer effort from low to high
- Escalations, repeat-contact risk and conversations driven by negative sentiment
Are customers receiving timely, useful support?
Case quality and SLA, measured on every case
Cases are evaluated just like calls. X.Vibe checks how each case was classified, routed, handled and closed, and connects that with SLA, reopen rate and the customer's own CSAT.
- Total cases, resolution time, SLA compliance and AI QA score
- SLA met against breached, with median and 90th-percentile resolution time
- The rubric checks that fail most, and gaps in case data
Bring the branch into the same view as the contact centre
For in-branch service, X.Vibe analyses video and transcripts to read customer and agent emotion, check script adherence and flag the phrases that come before an escalation. Every branch is mapped and scored.
- Customer facial sentiment and agent emotional tone
- Script adherence, escalation rate and session outcomes
- A district map of branch visits and scores, plus high-risk phrases
One executive reading of the whole customer experience
The experience view blends interactions, cases, customer feedback and digital behaviour into a single index. It then writes a decision brief: the issue that matters now, the recommended decision and the strength to keep.
- An experience index with its 7-day momentum
- Friction points and their causes, by channel and customer group
- Recommended actions in Arabic and English, ready for a decision
تحليل ذكي للتفاعلات وتحويلها إلى قرارات تحسين قابلة للتنفيذ.
Repeat contacts on payment rescheduling
Add a self-service rescheduling path
First-contact resolution on voice
The customer's full story, and the agents who shape it
One profile per customer is built from every call, message, case and survey they reach you through, with a churn-risk score. On the other side, every agent is ranked by quality score, predicted CSAT and volume, so coaching goes where it counts.
- One profile across channels, with churn risk from low to high
- An agent leaderboard by overall score, CSAT and calls
- One click from any agent or customer to the underlying interactions
Plugs into the systems you already run
Ready-made adaptors bring voice, digital, case, retail and journey data into X.Vibe securely. Live Genesys calls are transcribed and evaluated in real time, and the reports builder lets each team build its own view.
- Adaptors for contact centre, social and messaging, case management, retail and journey analytics
- Real-time transcription and AI evaluation of live calls
- Custom adaptors and per-team reports, with no change to the source systems
A new call is being transcribed and scored against the assigned evaluator as it happens.
Use cases
Where full coverage changes the answer
Most of these situations arise because quality and experience have been measured on a sample. The change is not a better score; it is the ability to establish what happened and why.
Verification steps on regulated calls with X.Vibe
A bank requires identity verification and a set of disclosures on regulated calls, and assurance depends on a quality team listening to a small sample each month.
- Capture the interactions
- Analyse language and outcome
- Find the root cause
- Route the action
Required steps are checked on every analysed interaction, and the omissions are listed with the moment in the call attached.
Commonly applied in Banking and across other sectors
Why the same complaint returns with X.Vibe
Complaint volume about billing remains flat while the billing team maintains that the errors have been fixed, and nobody can identify what customers are describing.
- Capture the interactions
- Analyse language and outcome
- Find the root cause
- Route the action
Topics and root causes are grouped across the whole interaction estate, so the recurring driver is named and given an owner.
Commonly applied in Telecommunications and across other sectors
Arabic and dialect coverage with X.Vibe
Most calls to a national service line are in Arabic and span several dialects, while quality review covers only the fraction one evaluator can listen to.
- Capture the interactions
- Analyse language and outcome
- Find the root cause
- Route the action
Arabic interactions are analysed alongside the rest, and dialect handling is tuned against the operation's own recordings during deployment.
Commonly applied in Government and across other sectors
More ways to apply it
Guidance that differs by channel with X.Vibe
The divergence appears as a pattern in the interaction analysis, with examples a team leader can use in a coaching conversation.
HealthcareSentiment before the score moves with X.Vibe
Sentiment and effort signals are read from the interactions themselves, and an alert is raised when a pattern needs intervention now.
UtilitiesScorecards that differ by evaluator with X.Vibe
Evaluation is applied consistently against the client's own scorecard, and the evidence behind each finding sits with it.
BPOWhat customers say during a recall with X.Vibe
The dominant themes are visible across channels within X.Vibe, and the guidance given to advisors is corrected while it matters.
RetailCoaching built on evidence with X.Vibe
Development needs are identified from the agent's own interactions, and re-measurement after coaching shows whether the gap closed.
BankingAssurance over an outsourced service line with X.Vibe
The entity evaluates the interactions itself against its own standard, and supplier reporting can be checked against the same evidence.
GovernmentThese are illustrative applications rather than delivered projects, and coverage in any one of them depends on what the organisation records.
Common questions
What buyers ask before an evaluation
No. It removes the sampling constraint and the scoring variance, which changes how the quality team spends its time: from listening to calls to acting on patterns. Teams that treat it as a headcount reduction generally gain less than teams that redeploy the time into coaching.
The analysis is accurate enough to act on at pattern level, and it is tuned against your own recordings during deployment rather than a headline accuracy figure being claimed. Dialect coverage and audio quality both affect it, and poor line quality is the most common practical limit.
Yes, and it should. Replacing the quality framework at the same time as introducing automated evaluation makes it impossible to determine which change caused which effect. The scorecard is normally kept fixed for the first cycle.
In that case, coverage is limited to what is captured, and this should be established before anything else. Extending capture is often prerequisite work rather than part of this deployment.
Next
Where to go next
Run it against your own interactions
A sample of your recordings analysed against your existing scorecard, so the comparison is with your current quality output rather than a demonstration script.
Recommended when you want to see the variance between automated and manual scoring on your own material.
Request an evaluationAgree what good service means first
CX Measurement & Performance defines the standard, the indicators and the route from insight to action before anything is scored against it.
Recommended when quality scores are currently disputed rather than acted on.
CX Measurement & PerformanceAutomated evaluation makes an unclear standard fail faster and more visibly. Where the standard is contested, begin with the second route.
In the operation
What reaches a team leader
A finding, with the moment it came from still attached
A score on its own starts an argument. A score with its criteria separated, the specific observations behind it, and the movement across the week starts a coaching conversation. The figures shown here are illustrative rather than drawn from any client.
The criteria stay separate
Greeting, compliance, empathy and resolution assessed individually rather than rolled into one number nobody can act on.
Observations, not just a result
Hold time, customer effort and sentiment surfaced as specific findings with a count against each.
Movement, not a snapshot
Trend across the period, so a dip reads as a pattern worth investigating rather than as one bad day.
Industry applications
X.Vibe across sectors
The platform is the same in each of these. What changes is what it is configured to do and which systems it connects to.
Beneficiary channels, case handling and compliance evidence, built as one programme.
How the portfolio applies here TelecommunicationsService cost per subscriber, handled through channel mix, AI and interaction analytics.
How the portfolio applies here Banking & Financial ServicesRemote branch service, tracked cases and service journeys that stand up to audit.
How the portfolio applies here HealthcarePatient access, case follow-up and remote consultation across a connected care network.
How the portfolio applies here UtilitiesBilling, outage and connection demand handled across channels, field and back office.
How the portfolio applies here Retail & E-CommerceWhat shoppers say online, what staff do in store, measured against the same standard.
How the portfolio applies here AutomotiveAftersales service, dealer networks and the retention that depends on both.
How the portfolio applies here EducationApplicant and student service that holds up through admissions peaks and audit.
How the portfolio applies here BPO & Shared ServicesThe platform, quality and managed operations layer behind outsourced service providers.
How the portfolio applies here InsuranceClaims, policy servicing and remote assessment, held against one customer record.
How the portfolio applies here Hospitality & TourismGuest service across languages and channels, with requests that close.
How the portfolio applies hereThese are the sectors in which this platform is most often applied. It is not limited to them; the requirement, not the industry, determines applicability.
Built on this
Solutions that deploy X.Vibe
A solution is built from this platform, scoped to your organisation and delivered through to go-live.
Quality Management & Interaction Analytics
Evaluate every interaction, not a sample of two per cent.
Experience ManagementExperience Intelligence
Understand the whole experience across voice, digital, video, cases and feedback.
Services that support the decision to deploy it CX Strategy & Transformation VoC Program Design & Implementation CX Measurement & Performance
See X.Vibe against a scenario close to yours
We run demonstrations on a journey you actually handle rather than on a script written to show the product well.
See X.Vibe on your own interactions
Find out what your calls, chats and cases already say
Share a sample of recorded calls or cases. We evaluate every one with X.Vibe against your own quality form, then walk you through the scores, the reasons behind each failure, customer sentiment and the first actions worth taking.
Every interaction, scored.
Share a sample of your calls and chats, and we will show X.Vibe scoring quality and sentiment on your own conversations.
Book an X.Vibe demo