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Understand every customer conversation.Improve every outcome.

Guidnce analyzes every customer interaction to show what happened, why it happened, what to improve, and if it worked.

From conversation to improvement.

Every improvement follows the same four steps.

Understand → Diagnose → Act → Measure.

Understand

Step 1

See everything happening across your customer interactions.

Guidnce analyses conversations, scores interactions, classifies contact reasons and tracks outcomes across every channel.

Automated scoring across channels

voice, chat, email

Full transcripts with speaker labels

(agent, customer, voicebot)

Customizable Quality Performance Indicators

use Guidnce's standard dimensions or build your own

Intent classification

what customers are contacting you about, at scale

Trend tracking

by team, channel, topic, and time period

Diagnose

Step 2

A bad interaction isn't always a people problem.

Guidnce identifies whether the cause sits with people, process, knowledge or automation, so the right team owns the fix.

Agent

skill, knowledge, behavior

Process

a workflow that makes resolution impossible

Knowledge

wrong or missing information in the knowledge base

Automation

a bot that mishandled the customer before a human arrived

Guidnceidentifies the root cause and attributes it to the right owner.

Act

Step 3

Every insight reaches the right owner.

For agents

Daily personalized coaching.

Every day, agents receive feedback, training and practice based on their own conversations.

  • Feedback
  • Flash training
  • AI roleplay
  • Progress tracking

For team leads

Arrive at every 1:1 super prepared.

Guidnce shows who needs coaching, why, and what to focus on in each case.

  • Agent dashboards
  • Coaching Compass
  • Coach notes
  • Training recommendations
  • Escalation signals

For process, knowledge, automation teams

Problems that don't belong to agents still get fixed.

Recurring process, knowledge and automation issues are routed to the teams that own them, with the evidence to act.

  • Process gaps
  • Knowledge gaps
  • Automation issue fixes

Measure

Step 4

You'll know if it worked.

Guidnce keeps measuring after every change, so you know whether it improved performance.

Did coaching move the needle or are the same agents still struggling?

Meet compass

The answer is already there.You just need to ask.

Type in a question. Get an answer in 30 seconds with evidence and sources.

Intent Analyst

What are people contacting us about?

Teamlead Coach

See who needs coaching and why.

Training Designer

Turn skill gaps into training.

Knowledge Curator

Find knowledge gaps behind repeat contacts.

And yours.

Create specialists for your own teams.

Works withyour stack.

  • GDPR
  • ISO 27001
  • EU AI Act
  • Salesforce
  • Zendesk
  • NICE CXone
  • HubSpot
  • Genesys
  • Puzzel
  • Amazon Connect
  • Steam-Connect
  • Verint

Every interactiontells you something.

Guidnce shows you what to do with it.

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  • Loads the site and remembers the choice you make here. Always on.

  • How pages get used, so we know what to improve.

  • Measures our campaigns and which ones bring people here.