Omichannel analytics: Spotlight
Unify every experience signal—predict what’s next
Collect and connect feedback across calls, chats, surveys, reviews, tickets, and social. Pinpoint root causes, tie drivers to outcomes, and preempt issues before they escalate.
Built for service, operations, and CX leaders—and the insights teams that support them.
Unified insights for faster, better decisions
Smarter tools for deeper understanding
Omnichannel ingestion
Unify calls, chats, surveys, reviews, and tickets in one view
AI Smart Summaries
Highlight top themes, shifts, and drivers from unstructured input
Speaker-level analysis
Track tone, resolution, and key moments by participant
Experience signal models
Detect sentiment, effort, and emotion over time
Calculated scoring
Blend qualitative insights with performance data to create impact scores
Industry packs and languages
Go live faster with 45+ domain-specific models and 30+ native languages
Get your questions answered
What signals can Spotlight analyze?
Calls, chats, surveys, reviews, social, tickets, and more—structured or open-ended. If it carries experience, we can decode it.
How does Spotlight detect emotion or effort?
Spotlight breaks feedback into pieces, analyzing tone and meaning using models trained for Human Experience. It flags high-effort moments and emotional cues like trust, frustration, or urgency.
Can we customize what Spotlight looks for?
Yes. You can tailor topics, themes, and entities to your priorities. Plus, choose from 45+ pre-built industry models.
Is the AI transparent?Â
Completely. You can trace every insight back to the original quote or comment—with full audit logs and evidence.
A CX suite built on AI excellence
Voice of Customer: Forsta Plus
Collect rich, real-time feedback, no developer needed.
Contact Center
Solve challenges from staffing to burnout with expert-designed solutions.
Digital focus groups: Discussions
Improve recovery. Reduce readmissions. Give your staff time to focus on care.
Own every signal, not just the score
