ABOUT ALYZA
Technology that empowers people.
Insights from every customer interaction.
Every customer interaction contains valuable insights into customer needs, processes and opportunities for improvement. Alyza makes these insights visible and provides the foundation for better decisions.
Because the best customer experiences happen when technology supports people rather than replaces them.
Our Story
The idea for Alyza didn’t come from AI hype. It came from a challenge we experienced ourselves. While running Cruisewatch during the pandemic, we faced thousands of customer inquiries about cancellations, rebookings and travel regulations. Despite the daily volume of customer interactions, we lacked transparency into:
- what really mattered to our customers,
- where processes were breaking down,
- what information employees were missing,
- and which actions would make the biggest difference.
We realized that the problem wasn’t a lack of data, but a lack of transparency. That insight led to Alyza. Today, B&S Media GmbH helps companies across industries turn millions of customer interactions into measurable insights and sustainable improvements.
Our Impact Model
Every company is at a different stage of its AI journey. That’s why we guide our customers from transparency and targeted optimization to intelligent automation. Each stage creates measurable value and builds on the insights gained before it.
Our Values
What drives us and how we work.
Our values shape how we develop Alyza and work with our customers. We combine responsible technology with measurable impact and long-term partnerships.
Transparency
We create clarity as the basis for informed decisions.
Innovation
We develop our technology together with our customers.
Partnership
We build lasting partnerships with our customers based on mutual respect.
Responsibility
We build secure, transparent AI that supports people and protects data.
Excellence
We continuously improve our solutions with a strong focus on quality.
Impact
We solve real problems and create measurable value.
FAQ
Answers to your key questions.
Yes. Alyza supports a comprehensive role and permission framework for different user groups—from administrators and team leaders to specialist departments and external service providers. Each role receives access only to the data, dashboards, and features required for its responsibilities. This allows complex organizational structures and collaboration with external partners to be managed securely and in compliance with data protection requirements, following the need-to-know and least-privilege principles.
Samples capture only a small proportion of actual customer communications and may overlook important developments or problems. Alyza automatically analyzes all customer interactions, providing a reliable foundation for quality measures, coaching, and process improvements. It also reveals whether brand standards, quality requirements, and the desired customer experience are being delivered consistently across all teams. This allows companies to make decisions based on complete data rather than individual samples.
Alyza analyzes all customer interactions and identifies patterns in KPIs such as resolution rate, customer satisfaction, sentiment and conversion. The platform also identifies knowledge gaps, process weaknesses and recurring contact reasons.
Alyza analyzes every customer interaction and works with your subject-matter experts to identify potentially avoidable inquiries. These include issues that could be resolved through self-service, better information or optimized processes without requiring direct contact with customer service. AI automatically flags these interactions and makes them transparent in the dashboard. This allows companies to take targeted action and continuously measure progress by tracking the development of avoidable customer contacts.
Alyza turns customer interactions into valuable company knowledge. AI identifies recurring questions, problems and solutions and automatically suggests new knowledge entries. After review and approval by your employees, this creates a continuously growing, quality-assured Knowledge Base based on real customer service interactions.
Alyza automatically analyzes customer interactions to identify patterns, customer needs, and opportunities for improvement. The resulting insights provide customer service, sales, product management, and management teams with a shared knowledge base, turning daily customer interactions into a foundation for strategic decision-making.