Contact center
Turn your contact center into loyalty gold
Go beyond problem-solving to create loyal customers, drive efficiencies, and grow revenues. Know how interactions make customers feel and act—then empower agents and improve experiences at every touchpoint.
From fixing issues to fueling growth. One experience at a time.
See the whole customer journey in one place
Connect feedback and interaction data from every channel—email, SMS, calls, chat, and more—in SmartHub. Track the entire customer journey in one place, so you can see how every contact affects experience and why.
- See every type of data: Structured and unstructured, all in one hub.
- From every angle: Layer it with operational and financial data to see how your contact center performance affects business outcomes.
- Seamless integration with APIs: Securely link with your contact center and CRM platforms and get started quickly.
Unify feedback across every touchpoint
Multichannel feedback capture
Capture insights from every customer touchpoint—including calls, chat, SMS, emails, social media, IVR, and video. Gather rich, real-time feedback across all channels and visualize it within the customer journey.
AI-powered sentiment and performance analysis
Use advanced sentiment analysis, emotion intelligence, and voice analytics to understand both customer and agent behavior. Score interactions, detect churn risk, identify training needs, and trigger real-time alerts to proactively resolve issues and improve service quality.
Get your questions answered
What makes Contact Center Experience different from other contact center feedback tools?
It goes beyond basic surveys to unify multichannel customer feedback with operational and transactional data in a single platform. Uncover deeper insights, measure sentiment, and act in real time.
Can you integrate with our existing contact center or CRM systems?
Yes, Forsta integrates seamlessly with popular contact center and CRM platforms via APIs and secure data transfer protocols (FTP). This ensures a smooth flow of customer and agent data—so you don’t need to rip and replace your existing systems to start measuring their effectiveness.
How does Contact Center Experience help improve agent performance?
It provides metrics to highlight individual agent performance trends, training needs, and coaching opportunities.
It also connects customer sentiment with agent actions, helping leaders proactively manage engagement, reduce attrition, and reward high performers.
What channels does Contact Center Experience support for feedback collection?
It supports a wide range of channels, including email, SMS, chat, phone (voice/IVR), video feedback, digital platforms, social media comments, and agent case notes. This enables a 360° view of the customer experience across all interaction points.
A CX suite built on AI excellence
Voice of Customer: Forsta Plus
Unlock powerful feedback capabilities across channels and capture insights, understand sentiment, and take action to enhance every customer experience.
Digital focus groups: Discussions
Upgrade research efficiency by integrating surveys, panel management, and focus groups.
Crowdsourcing
Gather feedback at scale, uncover richer insights, and launch targeted challenges.
Omnichannel analytics: Spotlight
Unify all feedback into AI insights that reveal patterns and drive action.
Digital listening: Digital Feedback
Boost customer engagement with embedded surveys that keep users within your system, enabling real-time responses without disruptions.
Turn every interaction into a growth opportunity
