Real-time command center for contact centers
See what’s happening now — and act before SLAs break.
Insightense RTM turns live contact-center events into actionable dashboards: KPIs, thresholds & alerts, and management visibility — in the cloud and ISO/IEC 27001:2022 certified.
Live dashboards for queues and agents, with a clear operational snapshot.
Why RTM
Traditional reporting is too slow for real operations. When volume spikes, service levels drop, or agents go unavailable, supervisors need real-time visibility and clear triggers to intervene.
Real-Time Operational Control & SLA Protection
Live visibility and proactive alerts to prevent SLA breaches, reduce abandonment, and protect customer experience in real time.
Workforce Optimization & Agent Performance Management
Continuous analysis of agent activity and utilization to optimize staffing, increase productivity, and reduce operational costs.
Unified Performance Intelligence & AI-Driven Insights
Consolidates contact center and third-party data into a single real-time intelligence layer with actionable insights and AI-based recommendations.
Key capabilities
Everything required for real-time monitoring, decision-making, and escalation.
Real-time dashboards
Wallboards and supervisor views for queues, agents, and service levels.
Advanced thresholds & alerts
Color-coded states and proactive alerting so issues are visible before customers feel them.
Cross-channel monitoring
Support voice and digital channels, with unified KPIs and operational snapshots.
Cloud deployment
Fast onboarding with a scalable architecture and ISO/IEC 27001:2022 certified ISMS.
AI Insights (optional layer)
Turn operational data into recommended actions: highlight anomalies, explain KPI movement, and suggest next-best steps for supervisors and management.
Examples of insights
- “Queue X will breach SLA in ~8 minutes if no action is taken.”
- “Abandon rate increase is driven by group Y’s unavailability pattern.”
- “Suggested actions: move 2 agents, enable callback, update priority.”
Trusted by teams
Selected customers using Insightense RTM.
Security & Compliance
Insightense is ISO/IEC 27001:2022 certified. Our cloud deployment follows an audited information security management system (ISMS).
ISO/IEC 27001:2022 certified
Certified information security management for development and delivery of service center data analysis systems.
Cloud-ready
Secure-by-design deployment with controlled access, operational monitoring, and documented processes.
Click to open the certificate.
Contact
Contact form will be added soon. Until then, reach us directly:
Get in touch
Email: pablo@profit-sg.com
Phone: +972 54 5442327
We typically respond within one business day.
What to include
- Your contact center platform
- Channels (voice / chat / WhatsApp / email)
- Team size and key pains (SLA, abandons, staffing)