Contact Center Intelligence
Elevate customer service in every contact. Measure the experience in real time, link it to KPIs and make coaching easy.
Turn feedback into business results
Brilliant helps you gather insights from customers, employees and customer service. Our three core products give you powerful tools to drive change and growth.
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Why Brilliant
Relationships that drive growth.
You don't just get data. You'll understand what's driving your results, what to prioritize, and how to take the next step. With the right insights, it's easier to act quickly and create real impact across your organization.
What makes Brilliant different?
We don't stop at insight. You get clear recommendations that make it easy to prioritize and take immediate action across your organization.
How does Brilliant help us get results?
By showing what actually drives engagement, loyalty and performance. You take the guesswork out of it and can focus on the right actions from the start.
Is this relevant to our organization?
If you work in customer experience, customer service or employee engagement and want to see real impact from your work. Then the answer is yes.
What does it take to get started?
Less than you think. You can quickly start gathering insights and getting value right away, without changing your entire organization.
Testimonials
Why our customers choose Brilliant
We constantly work to improve our processes and routines across all channels – from how our employees interact with customers to every step in the service journey. Brilliant is an incredibly valuable tool in helping us achieve this, as it allows our employees to easily track customer feedback themselves and set goals for personal development during coaching sessions.
Head of Customer Service at Riksbyggen
Before we started working with Brilliant in 2017, we had limited insight into what our members thought about us. Thanks to the insights provided by Brilliant, we adjusted our governance, and member experience is now our most important key performance indicator. Continuously working to develop the business, both at an organizational and individual level, is now an established way of working. This includes practices such as joint listening sessions and feedback between managers and employees, with Brilliant’s platform supporting our coaching efforts. Through Brilliant, we also have access to benchmarking, which helps us continue developing our business by comparing our performance with that of other organizations.
Unit Manager at Unionen
Thanks to the insights provided by Brilliant, we’ve shifted our focus — member experience is now our most important key metric.
Manager HR at Länsförsäkringar Stockholm
We implemented Brilliant in autumn 2020, and went from feeling completely in the dark to being able to follow the customer journey in an absolutely brilliant way. We’ve been able to take all our assumptions and gut feelings and replace them with clear words and numbers that reflect the real situation.
Head of Customer Service at Euro Accident
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If you find that a customer experience is falling short or has declined, the answers are most likely found in an employee survey. It’s not possible to sustain high customer satisfaction over time unless employees are satisfied—it speaks for itself.
Advisory Manager at Lärarförsäkringar
Länsförsäkringar Skåne aims to make great service the common thread in every possible customer interaction. That’s why customers are invited to share their feedback on each interaction with the insurance company, regardless of how or where it takes place. The tool supporting this is called Brilliant Navigator. Through its various survey modules, Länsförsäkringar Skåne can track what customers think across all contact channels.
Customer Analyst at Länsförsäkringar Skåne
