WestCX | Insights360

Most Analytics Stop Where the Journey Gets Complicated

The Problem

When a customer call transfers from an intelligent virtual agent (IVA) to a live agent, or from one contact center to another, many analytics solutions lose the thread. You get partial data, fragmented reporting, and no clear answer for why interactions break down.

With Insights360

In regulated industries, every unresolved escalation, unnecessary transfer, and repeated call represents a missed opportunity to improve outcomes for the people you serve. Insights360 gives you the complete picture, so every interaction becomes an opportunity to improve.

Analytics Built for the Whole Journey

Insights360 follows every call from first dial to final resolution, with no software to install and minimal IT lift.

Built on Avoke®, our patented analytics engine, it captures data straight from the telecom network the moment a call arrives. You see every interaction in one visual view, with escalations, unexpected responses, and resolutions flagged automatically.

And it keeps going after a call leaves automation. Insights360 shows why calls escalate and where automation could.

The result: a single, connected journey view of every customer journey that no single-point analytics tool can match.

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What Insights360 Makes Possible

Full-Journey Visibility

See every step of the consumer interaction-from the first dial through transfers, queues, and agent handling-in one unified view.

Voice-of-Customer Intelligence

Insights360 surfaces the reasons behind consumer behavior, giving teams the context to make smarter decisions about automation, service design, and communications.

Customizable Reporting

Build dashboards and reports that adapt as your priorities shift, with insight across automated and live-agent calls to uncover root causes, spot trends, and improve CX and operations.

Minimal IT Lift

No hardware to install. No recordings or logs to import. Insights360 captures interaction data directly from the telecom network.

Compliance-Ready Redaction

Automatically redact sensitive data from recordings and transcripts to meet Payment Card Industry Data Security Standard (PCI DSS) requirements.

Automation Opportunity Discovery

Analyze short agent interactions to see where automation missed a chance to resolve the call, or where a new self-service module could handle the inquiry without an agent.

What Better Intelligence Delivers

3 months

time to reach first-year ROI

42→78%

caller engagement rose from one menu change

Explore All Client Success Stories

$4–6M in Savings Uncovered Across Millions of Calls

A large U.S. bank handling millions of monthly calls across mortgage, credit card, auto loan and deposit lines used Insights360 to trace every call from first dial to hang-up. The analysis exposed redundant call loops, inconsistent routing logic and gaps in authentication. Streamlining call flows and fixing routing errors identified $4–6 million in savings. The bank reached full ROI within 12 months and renewed for another two years.

Why Teams in Regulated Industries Choose Insights360

Built on Patented Technology

Avoke® is the only analytics engine purpose-built to capture interaction data at the network level before it even touches your systems.

Connects Easily to Existing Systems

Because Insights360 captures data at the network level, it works alongside your current IVA, contact center platform, and partner systems with no replatforming and no disruption to what’s already working.

Designed for Regulated Industries

From PCI DSS redaction to SOC 2-compliant data handling, Insights360 meets the compliance requirements that matter most in healthcare, finance, and beyond.