Contact Center Optimization

We observe process flows without capturing sensitive content. We focus on the "how" of work, not the actual data. All images are masked and stored locally.

We anonymize individual data and focus on process improvement, not performance evaluation. Employees welcome the initiative because it helps eliminate frustrating inefficiencies.

Unlike tools that rely on event logs, Skan AI captures work happening in ALL applications - including non-integrated systems, Excel, notepads, and legacy mainframes.

Most desktop tools capture snapshots or can't scale beyond small teams. Skan AI continuously monitors thousands of agents at once, capturing every click and application they use. We can see which agents perform best and exactly why - showing you the hidden workflows that make top performers shine.

Yes. Skan AI scales to thousands of users across any location. We don't need integration with your systems, so we can observe work across all your global teams - showing you which locations, teams, and individuals are most efficient and why.

Skan AI directly impacts your key contact center metrics including:

• Average Handle Time (AHT) - by reducing unnecessary steps and application switching
• After-Call Work (ACW) time - by identifying automation opportunities
• First Call Resolution (FCR) - by showing how top performers solve issues the first time
• Cost per call - by identifying more efficient workflows

Our Digital Twin of Operations shows exactly how work happens across all applications. We commonly find:

• Excessive application switching (often 40+ times per case)
• Hidden steps in non-integrated systems
• Unnecessary workarounds your best agents don't use
• Repetitive tasks perfect for automation

Manual observation is limited by sample size, human bias, and the Hawthorne effect (people working differently when watched). Skan AI objectively observes thousands of agents continuously, finding patterns humans can't see. Our customers typically identify 30% efficiency improvements beyond what manual studies find.

Skan AI requires no integration with your existing systems. Our lightweight agent observes all applications but doesn't interact with them. This means quick deployment without IT complexity. You can keep all your current tools while gaining new insights about how they're used.

Typical enterprise implementations take 2-8 weeks from kickoff to initial insights, with minimal IT resources required.