Interact
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Contact Center Intelligence
Understand the big picture and what really drives the customer experience.
Contact Center Intelligence brings all customer insights together in one place, showing what works, what can be improved and why. So your team can take the right action, evolve and create better customer encounters - every time.
Solutions
Discover our products
Make every customer interaction valuable with the right insights.
Why do we do it?
Contact Center Intelligence
Get quick insights from every call and chat. Spot trends instantly and act before problems grow.
Customer insights directly on the management table
Managers gain clear insights that make it easier to prioritize, communicate and drive development, operationally and strategically.
Self-leadership & Coaching
Strengthen your leadership and provide your employees with clear, visual support to help them grow in customer interaction.
Actions that motivate and accelerate your customer meetings
Data and insights customized per role are key to success in continued growth and loyalty.
Save time and reduce costs
Understand why customers get in touch - and take steps to simplify the whole customer journey and your processes.
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Interact
Understand what customers think of you
Take the temperature, constantly and over time, of your customers. Capture deviations and positive as well as negative signals, compare yourself against industry benchmarks and get concrete suggestions for improvement.
Listen
Understand why customers contact you
Conversation analysis gives you concrete insights into why customers contact you, accelerating collaboration with other departments, how you respond to customer queries and how you turn a negative customer into a positive one.
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 began working with Brilliant in 2017, our understanding of what our members thought of us was limited.
Unit Manager at Unionen
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
Brilliant helps us truly understand our customers – for real. Whether it’s through an online interaction, in-store, or via customer support, we gain insights that make a difference both for us and for our customers. Thanks to this, goals such as CSAT and NPS have become more than just numbers – they’re part of our daily work and something that engages the whole team. We value Brilliant’s responsiveness and see them as a partner we want to continue growing with 🩷🚀
Head of Customer Service at Lyko
