THE ALYZA PLATFORM – ANALYZA
Understand your customer service completely.
Every customer interaction, automatically analyzed.
Analyza turns calls, emails and chats into measurable KPIs, providing transparency into contact reasons, service quality and opportunities for improvement. This gives you the insights you need to make informed decisions and continuously improve your customer service.
GDPR-compliant
Securely processed in Europe
100+ languages
Analyze customer interactions worldwide
Omnichannel
Analyze every channel in one place
B2B & B2C
Built for both business and consumer interactions
What Analyza can do
Full transparency at a glance.
Relevant KPIs across customers, teams and processes.
Analyza transcribes your customer interactions and automatically analyzes, evaluates and interprets them. The results are visualized in an intuitive dashboard, giving you measurable insights into customers, teams and processes.
With more than 15 analytics features, you choose the metrics that matter most to your business. Here are some of the key capabilities:
Contact Reasons
Understand why customers contact you.
Resolution Rate
Measure whether customer issues are actually resolved.
Customer Satisfaction
Identify customer satisfaction from every interaction.
Conversion Rate
Automatically measure and compare sales performance.
Coaching Insights
Automatically identify individual opportunities for improvement.
Is this what you are looking for?
Measure what really matters.
Analyza goes far beyond the features shown here. Every customer interaction is transcribed, summarized and analyzed for content. Analyza identifies contact reasons, topics, customer sentiment, resolution rates, conversion rates and coaching opportunities, while also enabling employee benchmarking and individual QA scores.
You also define what the AI should identify and evaluate: Why didn’t a customer convert? Where are they in the customer journey? Which inquiries could have been resolved through self-service? Were your specific conversation guidelines followed?
This turns every interaction into structured data that helps you manage and improve customer service, quality, sales and processes.
No model training. Ready from the start.
Analyza requires no complex model training or manual tagging. New KPIs, analysis questions and evaluation criteria can be added at any time – tailored to your processes and objectives.
AI automatically applies them across all relevant customer interactions – including existing conversations. This allows you to uncover new patterns, test hypotheses and measure changes at any time.
ENTERPRISE FEATURES
Built for complex organizations.
Scalable, secure and built for your requirements.
Analyza creates the data foundation. The other Alyza modules build on these insights to help you optimize your customer service and automate where it makes sense.
Roles & Permissions
Manage access based on teams, roles and responsibilities.
Single Sign-On
Secure, seamless access through your existing identity management system.
Data Control
You control which data is processed and how long it remains available.
Integrations
Automatically transfer analysis results to your CRM, BI and other systems.
Why Alyza fits right in
Alyza builds on your existing IT landscape.
Alyza works as an intelligent layer on top of your existing communication and customer systems. There’s no need to replace existing tools or change your IT landscape.
With experience across a wide range of telephony, CRM, ticketing and service systems, we integrate Alyza quickly into your existing infrastructure – through existing interfaces or our open API.
SUCCESS STORIES
What matters is impact.
“From the outset, our collaboration with Markus Stumpe and the team has been professional and focused on finding the right solutions. The automated analysis and classification of our conversations feeds directly into our data processes, giving us greater transparency and actionable insights to improve operational performance. It is another key building block in our Digital Excellence strategy.”
Rafael BaerManaging Director / Leitner Reisen
Discover more success stories
FAQ
Answers to your key questions.
Yes. Alyza analyzes customer interactions across channels on a central platform. Supported channels include phone calls, emails, chats, cases, tickets, and social media. This gives companies a complete view of their customer communications and enables them to compare and evaluate insights across all channels.
Alyza supports the analysis of customer interactions in more than 100 languages, making the platform suitable for international companies and multilingual service organizations. All interactions are analyzed consistently, regardless of language.
Yes. Dashboards and analyses can be filtered by team, location, or other organizational units. This makes differences, trends, and best practices transparent, enabling companies to compare service quality objectively and improve it systematically.
The dashboard structure is standardized and based on best practices from a wide range of customer projects. Elements such as contact reasons, tags, coaching tips, and other AI-powered analyses can be configured individually. This allows companies to benefit from a proven dashboard structure while receiving analyses tailored to their specific requirements. Additional customizations can be implemented flexibly through the AI assistant.
Yes. Different teams, departments, or business units can be structured within the platform and analyzed separately, while maintaining a shared view of all customer communications.
Alyza can be integrated with all widely used CRM and ticketing systems. It connects through standardized APIs, allowing your existing system landscape to remain unchanged. As an intelligent AI layer, Alyza can retrieve data from your systems and feed AI-generated insights—such as conversation summaries, reasons for contact, tags, suggested responses, and other analytical results—back into your CRM or ticketing system. This makes all relevant information available directly within the applications your employees use every day.
Yes. Alyza provides bidirectional APIs for integration into existing system landscapes. Inbound APIs receive customer interactions and relevant metadata for analysis. Outbound APIs return all analytical results and AI-generated insights to CRM, ticketing, BI, and other enterprise systems. The Alyza dashboard visualizes this data and uses the same outbound APIs as other integrated applications.
Alyza offers various data transfer options and adapts to your existing IT landscape. Depending on the use case, customer interactions can be imported directly via APIs from telephony, email, or other communication systems. Alternatively, the data can be transferred to Alyza’s private cloud, eliminating the need for a direct connection to your company’s infrastructure. Together, we select the integration method that best meets your technical, organizational, and security requirements.
Yes. Analytical results can be transferred automatically to CRM, ticketing, BI, and other enterprise systems. These results can include conversation summaries, reasons for contact, tags, quality assessments, and other AI-generated insights.
Die ersten Analyseergebnisse stehen unmittelbar nach der Verarbeitung der ersten Kundeninteraktionen zur Verfügung. Diese Ergebnisse prüfen wir gemeinsam und optimieren das KI-Setup iterativ anhand Ihrer realen Daten. So erhalten Sie bereits zu Beginn des Projekts wertvolle Erkenntnisse und eine Lösung, die sich Schritt für Schritt optimal an Ihre Anforderungen anpasst.
Yes. Alyza automatically anonymizes personal data before generative AI analyzes a customer interaction. The generative AI processes only anonymized transcripts and never comes into contact with personal or sensitive data. This enables Alyza to combine modern AI technology with high standards of data protection and cybersecurity.
Calls and other customer interactions generally contain personal data. This content is first transcribed and then automatically anonymized. Only after anonymization does generative AI analyze the interaction based on the anonymized transcript. The original data is used exclusively for technically necessary processing and is not processed by generative AI.
By default, Alyza stores data for a maximum of two years. Shorter retention periods or custom deletion policies can be implemented upon request to meet your company’s legal obligations, internal policies, and compliance requirements.
Yes. Audio recordings and transcripts are automatically deleted according to the retention periods defined by your company. This ensures that legal requirements and internal data protection and compliance policies are implemented reliably and transparently. Your data remains the property of your company at all times.
At Alyza, access to customer data is clearly regulated and restricted to a small number of authorized individuals. Data is accessed only when necessary and in compliance with the agreed data protection and security requirements. This ensures that you retain full control over your data at all times.
Personal and sensitive data is automatically anonymized before the generative AI analyzes a customer interaction. The original conversation is processed exclusively for transcription in a technically secure speech-to-text component. Only then does the generative AI analyze the anonymized transcripts and never comes into contact with personal or sensitive data.
Yes. Alyza supports secure data transfer methods. Once received in Alyza’s private Azure cloud, all data is stored and processed in encrypted form in accordance with current security standards. The transfer method is agreed with your IT team based on your infrastructure and security requirements.
Yes. All stored data is encrypted in accordance with current security standards. This protects customer interactions, transcripts, and analytical results from unauthorized access, including when the data is at rest.
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.
Yes. Analytical results are available in a web-based Alyza dashboard. You can manage roles and permissions independently at any time and adapt them to your organizational structure. This allows you to determine precisely which users can access specific dashboards, features, or analytical results, providing maximum flexibility while maintaining a high level of data security.
Yes. Alyza supports single sign-on (SSO) and can be integrated with existing identity and access management solutions. Employees sign in to the Alyza dashboard using their existing company credentials. This simplifies user management while maintaining a high level of information security.
Alyza is generally operated as a cloud solution. By default, data is processed in a private cloud hosted in Microsoft Azure West Europe. For companies with specific security, compliance, or regulatory requirements, we also offer additional deployment options, such as processing in German data centers. Together, we select the operating model that best meets your technical and regulatory requirements.
Bereits zum Projektstart erreicht Alyza in der Regel eine Analysegenauigkeit von 85–90 % – ganz ohne historisches Training. Im Rahmen der Einführung validieren wir die Ergebnisse gemeinsam mit Ihren Fachexperten und optimieren das KI-Setup kontinuierlich anhand realer Kundeninteraktionen. Dadurch verbessert sich die Analysequalität kontinuierlich und erreicht im produktiven Betrieb ein sehr hohes Niveau. Die finale Genauigkeit hängt dabei vom jeweiligen Anwendungsfall und den individuell definierten Bewertungskriterien ab.
Alyza requires customer interactions and—depending on the use case—additional metadata such as the date, hotline, team, language, or processing status. Together, we determine which information is needed to achieve your objectives. Only the data required for the agreed use cases is processed.
In addition to the customer interactions themselves, Alyza can incorporate a wide range of metadata from existing systems. This can include the hotline, team, location, language, product, processing status, customer group, and other custom information. These details allow analyses to be filtered, compared, and aggregated precisely.
Alyza analyzes both inbound and outbound customer interactions. These include service, sales, complaints, advisory, and support conversations, as well as other types of communication across multiple channels.