Product Features
Insightful reports, powerful analytics, and customizable dashboards for your team
Live View
Get real-time updates and take action instantly
- Ticket Tracking: Identify patterns in ticket volume and keep an eye on new and reopened tickets – ensure nothing is missed.
- Agent Availability: Get an overview of agent availability, workload, and more. Manage your team effectively and allocate resources efficiently.
- Real-time Leaderboard: Get instant updates on agent performance and individual tickets – increase agent engagement and resolve high-priority tickets faster.
Team View
Track individual agent performance and overall team metrics
- Performance Insights: Dive deeper into your team’s performance with reports and customizable KPIs for individual agents.
- Contact Center Metrics: View metrics that matter like CSAT, AHT, and more, at a glance.
- SLA Tracking: Identify areas for improvement and ensure service level agreements are consistently met.
- Team Leaderboard: Identify top performers in your team with the leaderboard.
CSAT
Know how your customers feel about you
- Feedback Overview: Quickly view feedback received, including metrics like Feedback Response Rate, Positive and Negative Feedback Counts, and more.
- Customer Recovery Tracking: Identify dissatisfied customers and proactively address their concerns by tracking reopened or pending tickets.
- CSAT Metrics: Identify trends and areas for improvement with CSAT Comparison, Analytics, and Reports for individual agents and channels.
Analytics
Identify ticket patterns and optimize your team’s performance
- Ticket Volume: Visualize ticket volume fluctuations across different times to understand peak hours and trends in customer inquiries throughout the day.
- Ticket Volume Trends: Identify patterns and trends in incoming tickets across various channels – understand overall ticket flow and distribution.
- Ticket Source: Determine the primary sources of customer tickets and understand which channels customers use most frequently to contact support.
Auto QA
Let AI take over QA for you
- Vertical-focused AI Models: Utilize industry-specific AI models to score agents and uncover insights on essential QA parameters – identify areas of improvement and coaching opportunities.
- Conversation Analysis: Gain a detailed understanding of agent performance by analyzing reports on Ownership, Etiquettes, Resolutions Offered, and more.
- Agent QA Leaderboard: Rank agents based on QA scores and identify top performers and areas for improvement across the team.
Insights
Get deeper insights into your products, services, and customers
- Product Metrics: Understand how well your products meet user expectations, evaluate product satisfaction, and analyze customer usage patterns for product improvements and marketing campaigns.
- Service Metrics: Focus on aspects of your service delivery, including website or app performance, buying experience, order fulfillment, return/refund processes, and more.
- Customer Profiling: Understand your customers better by collecting and analyzing data on customer demographics, psychographics, behavior, retention, and churn.
Customer Testimonials
Hear it from Our Customers
Insights from satisfied customers sharing their experiences with our AI-powered customer experience platform.
“ It’s an awesome tool, a customized solution for your business. It’s a journey which I’m enjoying and I’m very positive that Kapture is going to be a tool that is going to prove very successful for many entities.
Anubhav Mehrotra
Vice President of CX
“ A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here.
Bruce Schwack
Chief Communication Officer
“ It’s an awesome tool, a customized solution for your business. It’s a journey which I’m enjoying and I’m very positive that Kapture is going to be a tool that is going to prove very successful for many entities.
Anubhav Mehrotra
Vice President of CX
“ A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here.
Bruce Schwack
Chief Communication Officer
Integrations
Connect Seamlessly to the Tools Your Teams Use Daily
Data is useless when it’s hard to access. Kapture integrates with the tools your teams use daily providing quick and easy access to customer insights. Unified visibility = better CX. Experience the power of 1000+ out-of-the-box Enterprise API integrations to centralize your support operations.
Scale with Confidence
Enterprise-grade Security & Compliance
Encrypt sensitive data and mask PHI/PPI information so that your support team can access only necessary information.
