Every customer interaction tells you something.

Guidnce shows you what to do with it.

Guidnce is the Interaction Performance platform for customer-facing teams, helping them understand what happened, why it happened, and what to do next.

Book a demo

You review 2% of interactions.

You select a couple of calls, emails, chats or reviews to analyze the situation.

The people on the other side experience 100%.

Traditional quality management was built around sampling.

Guidnce analyzes every interaction, giving your organization the full picture of performance instead of just a fraction.

But seeing everything is only useful if you know what to do with it.

Interaction performance platform

One platform.Every step frominteraction to improvement.

Guidnce brings together the tools teams need to understand, manage and improve interaction performance.

Understand

Analyze 100% of customer interactions across voice, chat and email automatically.

Diagnose

Identify whether issues come from agent behavior, process gaps, knowledge or automation.

Act

Deliver the right coaching, training or fix to whoever owns the problem.

Measure

Track whether each change improved outcomes.

Useful acrossyour whole organization:

Customer Interaction Teams

See their performance and know where to improve.

Team leads & quality teams

Understand performance across their teams and focus coaching where it matters.

Executives

See what interactions reveal about customers, performance and the organization itself.

Explore the platform

Quality management, rethought

Quality should bemeasured by outcomes.

Hit the quality criteria.
Get the empathy score.
And the interaction can still fail.
The customer still needs to call back.
The prospect still leaves unconvinced.

Opportunity advancedResolvedIssue handledDesired outcome achieved

Interaction performance platform

A bad outcomedoesn't always meanbad performance.

An interaction can fail because of the agent handling it.

Or because they were working with a broken process.

Or the wrong knowledge.

Or automation that failed before they ever got involved.

People
Performance gap
Process
Operational friction
Knowledge
Missing or incorrect information
Automation
Broken automated journey

Bad outcomes become learnings.And never repeat again.

Guidnce connects outcomes to root causes, so the right problem reaches the right people.

Interaction performance platform

Your customersalready know whereyou’re losing them.

But it stays inside individual conversations.Guidnce turns the voice of the customer into operational intelligence.

What are customers struggling with?

Where is resolution breaking down?

Why are they contacting us repeatedly?

Which process is creating avoidable contacts?

Which knowledge is failing agents and customers?

Where are automated journeys breaking?

Which types of interactions show the strongestintent to leave and why?

7 okt 2026, 06:31

1 step2 steps3 steps

Customers sound most determined to leave when they have to chase an unresolved complaint.

The clearest signals appear in repeat complaints, disputed charges and renewal conversations after a price increase. Intent is strongest when customers describe previous attempts to resolve the issue and explicitly ask to cancel.

Customer evidence

“This is the third time I’ve contacted you about the same charge. You said it would be fixed. I want to cancel.”

Suggested improvement

Give unresolved complaints a clear owner and a confirmed resolution date before customers need to contact you again.

View supporting conversations

7 okt 2026, 06:32

Ask a question...

Meet compass

One place to ask.All the ways to improve.

With Compass, you ask questions about your interactions and get instant answers with evidence from every conversation.

Use the AI specialist already available in Guidnce, or create your own around your questions and workflows.

Intent Analyst

What are people contacting us about?

Teamlead Coach

Where should we coach?

Training Designer

Which skills need the most attention across my team right now?

Knowledge Curator

Where is knowledge falling short?

And yours.

Create specialists for your own teams, goals and ways of working.

Missing a specialist? Tell us.

Insight is only the start

Find it. Improve it. See if it worked.

When the opportunity is human

FeedbackCoachingTrainingAI roleplay

When the opportunity sits elsewhere

Process

Knowledge

Automation

Right team

And then Guidnce keepsanalyzing what happens next.

Did performance improve?

Did the issue disappear?

Did outcomes change?

Making a change isn’t the outcome. Improvement is.

One platform. Many applications.

Wherever interactions drive outcomes.

Use cases

Customer care

Resolution
Customer effort
Repeat contacts
Root cause

Sales

Opportunity signals
Deal progression
Objection handling
Conversation quality

Compliance

Mandatory disclosures
Risk signals
Script adherence
100% audit coverage

Voice of Customer

Contact drivers
Friction points
Emerging trends
Broken journeys

Better interactionsshow up in the numbers.

Eneco Belgium set out to cut costs without compromising quality. With a savings target of €1.5 million, they needed a structural solution that would work across hundreds of agents, thousands of calls, and every channel.

€1.2M

saved per year

17%

decrease in cost per contact

26%

decrease in average handling time (over 18 months)

“Our teams put a lot into every customer conversation. Guidnce helps us see where better support, clearer guidance or a simpler process can make their work easier.”

Keep your stack.Upgrade what you know.

Works with what you use

Guidnce adds an intelligence layer to the systems you already use. Built for fair evaluation. Feedback is based on every interaction happening in your organisation, not a small sample.