Agent Experience

Escalation happens when a customer issue moves beyond frontline support. It’s not just about transferring a call – it’s about resolving tension before it becomes dissatisfaction.

Enterprise contact centers face a familiar challenge: how to support agents in delivering exceptional service while driving efficiency, consistency, and ROI. With increasing call volumes, rising customer expectations, and limited insight into day-to-day interactions, it’s clear that legacy tools alone can’t meet modern demands.