Five Big Lessons From 2025
Five Big Lessons From 2025: How CXEX Became a Vertical AI Platform for Contact Centre and UCaaS Markets 2025 was a breakthrough year for AI in the contact centre —
Why “Agent Call Resolution” is a KPI
Why “Agent Call Resolution” Is a KPI That Really Matters For years, Issue Resolution has been one of the most critical KPIs in contact centres — it tells us if
Why is AutoInsights Different
Why AutoInsights Is Different: Moving Beyond Legacy Call Analytics In many organisations, customer conversations are the most valuable source of truth, yet they remain one of the least analysed. Traditional
Voice Analytics for Non Contact Centers
The Next Frontier of Voice Analytics: Beyond the Contact Center For years, voice analytics lived inside the contact center — measuring agent performance, compliance, and customer sentiment. But in 2025,
Breaking Barriers in GenAI Adoption
AutoInsights: Breaking Down Barriers to Generative AI Adoption in Call Centers 📊 Generative AI (GenAI) is no longer optional. According to a Harvard Business Review Analytic Services survey (sponsored by
Deferred Resolution Issues
Deferred Resolution Issues: Why Measuring Correctly Matters for Customer Experience 📊 In many industries, a customer’s problem can be solved there and then during the call. A billing dispute is
R U OK? Day: Let’s Talk About Emotional Health in Contact Centers
Today is R U OK? Day — a vital reminder to check in with the people around us, especially in high-pressure environments like contact centers. At AutoInsights, we’ve spent the
VoiceBots vs Human Conversations
Measuring VoiceBoTs and Humans in Conversations The guardrails for Discovery, Build and Optimisation At CXEX, our AutoInsights platform has been measuring human conversations for over six years across Australia, South
Introducing Agent Performance Report
🧑💼 From Insight to Impact: Introducing AutoInsights’ Agent Performance Report In contact centers, coaching and performance management often suffer from a lack of timely, structured, and actionable insights. Dashboards help
Post-Call Analytics to Intent Intelligence
🔍 From Post-Call Analytics to Intent Intelligence: The Hidden Advantage In the era of AI, most businesses are rushing to implement bots, automate channels, and deploy real-time support solutions. But