Sold by: NWN
NWN CXIS turns everyday contact center interactions into governed, actionable intelligence for quality, coaching, compliance, and continuous improvement. Through Auto Agent Scoring and Post-Call Analytics, CXIS moves organizations from small-sample, retrospective review to evidence-led action at scale. Customers reduce compliance risk, lower operational cost, and improve customer outcomes with a solution shaped around their specific goals.
Overview
Contact centers capture thousands of interactions every day, yet most quality assurance teams review only a small fraction of them. That gap leaves leaders with limited visibility into customer experience, agent performance, compliance exposure, and recurring issues that quietly raise costs. NWN's Customer Experience Intelligence Suite (CXIS) closes that gap. CXIS converts recorded interactions from a largely untapped archive into a practical operating system for quality, coaching, compliance, and continuous improvement.
CXIS delivers value through two connected features. Auto Agent Scoring applies configured scorecards and evaluation criteria across a far broader set of interactions than manual review allows. Results stay calibrated to customer expectations, traceable to evidence, and subject to human review before they inform any formal employee decision. This is decision support built on governance, not automation left unchecked. Post-Call Analytics processes completed interactions to surface summaries, topics, trends, sentiment, and call drivers. Leaders gain a clear view of why customers are reaching out, how experiences are shifting, and which issues warrant coaching, process, or policy action.
The strongest value comes from using both features together through a consistent operating cadence. Post-Call Analytics identifies what's happening across the full interaction population. Auto Agent Scoring evaluates whether defined behaviors and standards were met. Together, they connect customer signals, agent behavior, and business results rather than managing each in isolation. This loop reduces risk through earlier compliance visibility, lowers operational cost through less manual effort, and increases mission impact through better customer outcomes.
CXIS reflects NWN's consultative, human-led delivery model. Customers receive a solution shaped around their specific goals, not a generic platform, backed by dedicated cloud deployment with governed configuration, evidence linkage, and controlled change management. Available through AWS Marketplace, CXIS offers a streamlined procurement experience, faster deployment, consolidated billing, and the assurance of a trusted cloud platform. Acquiring and scaling CXIS aligns with existing procurement processes, so customers can transform their contact center without added complexity.
Highlights
- Scaled Quality at Every Interaction: Evaluate a far broader set of interactions than manual review allows, uncovering performance patterns, agent behaviors, and compliance gaps that small samples consistently miss.
- Actionable Customer Intelligence: Surface topics, sentiment, and call drivers across completed interactions to understand why customers are reaching out, identify root causes faster, and direct coaching and process changes where they matter most.
- Governed, Evidence-Based Decisions: Preserve scoring accuracy through calibration routines, version control, customer approval workflows, and mandatory human review, ensuring every insight is traceable, audit-ready, and trustworthy before it informs any formal decision.
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Support
Vendor support
NWN supports CXIS through a consultative, human-led delivery model that combines professional services and optional managed services to keep insights tied to measurable results. NWN specialists guide customers through discovery, scorecard design, rubric calibration, dashboard setup, and ongoing optimization, reducing the burden on internal teams while keeping outputs trustworthy and audit-ready. CXIS runs on dedicated cloud deployment with governed configuration, version control, customer approval workflows, and mandatory human review of low-confidence outputs, giving customers confidence in security, resilience, and compliance at every stage. To learn more, visit < www.nwn.ai >.