Listen
For contact centers that want to understand what's happening in every customer interaction and take immediate action.
Root cause
Conversations are categorized into areas and topics based on what is said. This provides an instant view of the most common case types, recurring problem areas, and where the root causes are - without having to manually listen through a single conversation.
Summing up
Each conversation is summarized, capturing what was discussed, what information was provided and what the outcome was. This makes it easy for both employees and managers to quickly familiarize themselves with a case without having to listen to the entire recording.
Degree of dissolution
The resolution rate shows whether the case was resolved during the call or not, measured at individual, team and organizational level. It provides an objective KPI for first contact resolution and highlights where skills development or process improvements are needed.
Co-pilot
Brilliant Copilot is our AI assistant that helps you understand customer experiences faster and more intuitively. It allows you to ask questions based on your customer dialogs instead of having to dig into the data.
The perfect conversation
See how well each employee follows the call flow in practice. The platform shows what works well and what can be improved. It gives both managers and employees a clear picture of the quality of each conversation and concrete conditions for coaching and strengthened self-leadership over time.
Our platform is operated with all development and data management in Sweden. We comply with both the GDPR and the AI Regulation with full transparency, high privacy and strong protection of personal data at every step.
Testimonials
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
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
We quickly established measurable goals based on the insights from Brilliant’s platform – not only at the Euro Accident Sweden level, but across the entire group, where we now track KPIs for Customer Satisfaction (CSAT) and Engagement in conversations.
Performance and Talent Manager at Preem
