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4.7 (200+ reviews)

Turn customer intelligence into workforce decisions

Level AI and Assembled connect conversation intelligence directly to workforce execution, helping contact centers move from static reporting to faster, more informed coaching, scheduling, and staffing decisions.

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overview

Delayed insights slow operational response

QA teams uncover performance gaps, rising complaints, and shifts in customer sentiment. When those insights sit outside workforce planning, teams act after the issue has already affected CX.

Coaching becomes a scheduling problem

Managers know which agents need coaching, but finding time without leaving the floor understaffed requires constant coordination. Feedback gets delayed when coverage takes priority.

Static workforce plans miss performance signals

Forecasts and assigned skills tell part of the story. They do not show where agents are currently performing well, struggling with specific interaction types, or affecting the customer experience.

“Carta's integration with Level AI has revolutionized our operations. With real-time insights and intelligent support, we navigate complexities seamlessly, ensuring accuracy and efficiency in managing equity and compliance. Level AI is an invaluable asset in our journey towards success.”

SVP Business Technology

Carta

“Carta's integration with Level AI has revolutionized our operations. With real-time insights and intelligent support, we navigate complexities seamlessly, ensuring accuracy and efficiency in managing equity and compliance. Level AI is an invaluable asset in our journey towards success.”

SVP Business Technology

Carta

“Carta's integration with Level AI has revolutionized our operations. With real-time insights and intelligent support, we navigate complexities seamlessly, ensuring accuracy and efficiency in managing equity and compliance. Level AI is an invaluable asset in our journey towards success.”

SVP Business Technology

Carta

VoC

Optimize

Assist

Reporting

Increase coaching without sacrificing coverage

Schedule coaching during periods when staffing levels allow, so agents receive timely feedback without reducing coverage or leaving customer demand unmet.

Improve resolution on complex customer issues

Use real interaction data to understand where each agent performs best across skills, topics, and interaction types. That intelligence can shape staffing and scheduling decisions so complex issues are more likely to reach agents equipped to handle them.

Find workforce patterns tied to CX

See changes in conversation volume, topics, and sentiment as they happen. Teams can use those signals to adjust schedules, coverage, and assignments before demand shifts lead to longer wait times or missed service levels.

Measure workforce performance against customer outcomes

Connect coaching and staffing changes back to quality and customer signals. Leaders can see which decisions are improving performance, where gaps remain, and where to focus the next intervention.

“Your advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.”

Shahryar Rehman

Head of Operations - Bakkt

“Your advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.”

Shahryar Rehman

Head of Operations - Bakkt

“Your advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.”

Shahryar Rehman

Head of Operations - Bakkt

FAQ

Frequently Asked Questions

Any more questions?

Contact us

What is Customer Experience in a Contact Center?

Customer Experience (CX) in a contact center refers to the overall interaction and perception that customers have during their engagements with the organization's support services. It encompasses every touchpoint a customer has, including interactions with agents, the efficiency of issue resolution, the ease of communication channels, and the overall satisfaction with the service provided. Achieving a positive customer experience in a contact center involves effective communication, quick problem resolution, personalized service, and a seamless, user-friendly interaction, ultimately contributing to customer loyalty and satisfaction.

What is Level AI, and how can it benefit contact center CX leaders in improving contact center customer satisfaction?

Level AI is an AI-powered software designed to enhance customer experience within contact centers. CX leaders can create AI insights backed CX Strategy to improve agent performance, gather actionable insights, and drive better customer interactions to improve call center customer satisfaction.

What specific challenges can Level AI help CX leaders address in improving contact center customer experience?

Level AI can help CX leaders address challenges such as agent performance, compliance, customer sentiment analysis, and streamlining operations to deliver exceptional customer experiences.

How does Contact Center Technology such as Level AI can help in analyzing customer interactions to improve customer experience?

Level AI uses advanced AI technologies, including natural language understanding and semantic intelligence, to analyze customer interactions, identify pain points, decode contact center best practices and provide actionable insights for CX leaders to enhance their customer experience strategies.

How can Level AI help in agent coaching and performance improvement?

Level AI offers coaching modules that enable CX leaders to assess agent performance, identify areas for improvement, and create personalized coaching plans for agents to enhance their skills and provide better service for Customer Service Excellence.

What kind of reporting and analytics capabilities does Level AI offer for CX leaders?

Level AI provides detailed reports and analytics on customer interactions, agent performance, and customer sentiment. CX leaders can use these insights to make data-driven decisions and decode call center best practices to power CX Improvement.

How can CX leaders measure the ROI of implementing Level AI in their contact centers for Contact Center Optimization?

CX leaders can measure the ROI of Level AI by tracking improvements in key metrics such as customer satisfaction, agent performance, compliance, and operational efficiency that can power contact center workforce optimization.

FAQ

Frequently Asked Questions

What is Customer Experience in a Contact Center?

Customer Experience (CX) in a contact center refers to the overall interaction and perception that customers have during their engagements with the organization's support services. It encompasses every touchpoint a customer has, including interactions with agents, the efficiency of issue resolution, the ease of communication channels, and the overall satisfaction with the service provided. Achieving a positive customer experience in a contact center involves effective communication, quick problem resolution, personalized service, and a seamless, user-friendly interaction, ultimately contributing to customer loyalty and satisfaction.

What is Level AI, and how can it benefit contact center CX leaders in improving contact center customer satisfaction?

Level AI is an AI-powered software designed to enhance customer experience within contact centers. CX leaders can create AI insights backed CX Strategy to improve agent performance, gather actionable insights, and drive better customer interactions to improve call center customer satisfaction.

What specific challenges can Level AI help CX leaders address in improving contact center customer experience?

Level AI can help CX leaders address challenges such as agent performance, compliance, customer sentiment analysis, and streamlining operations to deliver exceptional customer experiences.

How does Contact Center Technology such as Level AI can help in analyzing customer interactions to improve customer experience?

Level AI uses advanced AI technologies, including natural language understanding and semantic intelligence, to analyze customer interactions, identify pain points, decode contact center best practices and provide actionable insights for CX leaders to enhance their customer experience strategies.

How can Level AI help in agent coaching and performance improvement?

Level AI offers coaching modules that enable CX leaders to assess agent performance, identify areas for improvement, and create personalized coaching plans for agents to enhance their skills and provide better service for Customer Service Excellence.

What kind of reporting and analytics capabilities does Level AI offer for CX leaders?

Level AI provides detailed reports and analytics on customer interactions, agent performance, and customer sentiment. CX leaders can use these insights to make data-driven decisions and decode call center best practices to power CX Improvement.

How can CX leaders measure the ROI of implementing Level AI in their contact centers for Contact Center Optimization?

CX leaders can measure the ROI of Level AI by tracking improvements in key metrics such as customer satisfaction, agent performance, compliance, and operational efficiency that can power contact center workforce optimization.

FAQ

Frequently Asked Questions

Any more questions?

Contact us

What is Customer Experience in a Contact Center?

Customer Experience (CX) in a contact center refers to the overall interaction and perception that customers have during their engagements with the organization's support services. It encompasses every touchpoint a customer has, including interactions with agents, the efficiency of issue resolution, the ease of communication channels, and the overall satisfaction with the service provided. Achieving a positive customer experience in a contact center involves effective communication, quick problem resolution, personalized service, and a seamless, user-friendly interaction, ultimately contributing to customer loyalty and satisfaction.

What is Level AI, and how can it benefit contact center CX leaders in improving contact center customer satisfaction?

Level AI is an AI-powered software designed to enhance customer experience within contact centers. CX leaders can create AI insights backed CX Strategy to improve agent performance, gather actionable insights, and drive better customer interactions to improve call center customer satisfaction.

What specific challenges can Level AI help CX leaders address in improving contact center customer experience?

Level AI can help CX leaders address challenges such as agent performance, compliance, customer sentiment analysis, and streamlining operations to deliver exceptional customer experiences.

How does Contact Center Technology such as Level AI can help in analyzing customer interactions to improve customer experience?

Level AI uses advanced AI technologies, including natural language understanding and semantic intelligence, to analyze customer interactions, identify pain points, decode contact center best practices and provide actionable insights for CX leaders to enhance their customer experience strategies.

How can Level AI help in agent coaching and performance improvement?

Level AI offers coaching modules that enable CX leaders to assess agent performance, identify areas for improvement, and create personalized coaching plans for agents to enhance their skills and provide better service for Customer Service Excellence.

What kind of reporting and analytics capabilities does Level AI offer for CX leaders?

Level AI provides detailed reports and analytics on customer interactions, agent performance, and customer sentiment. CX leaders can use these insights to make data-driven decisions and decode call center best practices to power CX Improvement.

How can CX leaders measure the ROI of implementing Level AI in their contact centers for Contact Center Optimization?

CX leaders can measure the ROI of Level AI by tracking improvements in key metrics such as customer satisfaction, agent performance, compliance, and operational efficiency that can power contact center workforce optimization.