Understand Every Customer. Improve Every Outcome.

Yes. SESTEK Analytics analyzes conversations handled by human agents, SESTEK AI Agents, and third-party AI agents through a consistent framework. This gives organizations a unified view of customer interactions and performance across the contact center, regardless of who handles the conversation.

Yes. SESTEK Analytics analyzes 100% of supported voice, chat, and video conversations rather than relying on a small sample. This gives teams a more complete view of customer intent, sentiment, agent performance, and emerging trends across their operations.

Yes. SESTEK Analytics uses LLM-based categorization to identify customer intent, complaints, requests, and needs across conversations. Teams can also use Ask GenAI to ask natural-language questions and investigate trends, root causes, and behavioral patterns without manually reviewing individual interactions.

Both. SESTEK Analytics supports real-time sentiment tracking, supervisor notifications, and API-triggered actions during live interactions, alongside historical reporting and root cause analysis. This helps teams respond to critical situations as they happen while still identifying broader patterns over time.

SESTEK Analytics provides PII masking options for sensitive information across conversation data. Dynamic masking hides sensitive data on the interface while preserving the original information for authorized retrieval, while static masking permanently removes protected data so it cannot be retrieved in its original form. Organizations can apply the appropriate approach based on their data protection and compliance requirements.

SESTEK Analytics integrates with leading contact center platforms including Genesys, Avaya, Five9, Cisco, Zoom, NICE, and Huawei. This allows organizations to bring conversation intelligence into their existing technology stack without requiring a rip-and-replace approach.