THE ALYZA PLATFORM – OPTIMYZA
From insights to action.
Actionable recommendations for better processes and stronger teams.
Optimyza builds on the insights generated by Analyza and turns them into actionable recommendations for your customer service. Our AI Assistant identifies patterns and opportunities and shows you where improvements can make the greatest impact.
This helps you reduce avoidable contacts, coach employees more effectively and sustainably improve processes – based on your own data rather than assumptions.
GDPR-compliant
Securely processed in Europe
100+ languages
Analyze customer interactions worldwide
B2B & B2C
Built for both business and consumer interactions
Omnichannel
Analyze every channel in one place
WHAT OPTIMYZA CAN DO
Ask your data. Optimyza has the answers.
Your AI Assistant for every customer interaction.
Optimyza makes the insights from your customer interactions directly accessible. Ask questions through the chat interface, uncover connections and patterns, and get clear answers and actionable recommendations – from individual conversations to your entire organization.
With a range of analysis and optimization features, Optimyza helps you turn your data into concrete actions. Here are some of the key capabilities:
Key Drivers & Root Causes
Understand what really drives your KPIs.
Intelligent Search
Search, filter and compare transcripts with ease.
Anomaly Detection
Detect unusual trends early and understand what’s behind them.
Automated Reports
Receive tailored reports and updates automatically.
Alerts
Stay informed automatically when important changes occur.
Your Assistant. Your Data. Your Questions.
Optimyza works directly with the insights from your customer interactions. Instead of being limited to predefined reports, you can ask questions of your data, explore connections and create your own analyses.
Whether you want to understand what’s driving rising contact volumes, compare team performance, identify coaching opportunities, evaluate external service providers or uncover why customers fail to convert – you ask, and Optimyza analyzes your data to provide clear answers and actionable recommendations.
You can also uncover targeted insights into the customer journey, website optimization and self-service opportunities.
Insights that drive improvement.
Optimyza automatically detects trends, anomalies and meaningful changes, highlighting where action is needed. Instead of constantly monitoring dashboards, the right insights come to you.
Fully customizable reports and alerts automatically deliver relevant insights to the right people. Teams identify changes earlier, act faster and turn analysis into a continuous improvement process.
Enterprise Solutions
Scalable, secure and built for your requirements.
Alyza offers scalable solutions for your business, with full control over users, data and systems.
Access Control
Single Sign-On
Data Control
Data Integration
Why Alyza is easy to integrate
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.
Your systems stay. Alyza gets more from your data.
SUCCESS STORIES
What matters is impact.
“With Alyza, we’ve found a solution that supports our growth while improving our customer service. Our employees gain valuable time for personal consultation, while our customers benefit from faster, more precise answers.”
Rolf-Dieter MaltzahnCEO/ A-ROSA
Discover more success stories
FAQ
Answers to your key questions.
Conversation Intelligence uses artificial intelligence to analyze customer interactions across channels. Calls, emails, chats, cases, tickets, and social media interactions are evaluated together to generate insights into customer behavior, service quality, processes, and sales opportunities. This transforms customer interactions into valuable business knowledge and provides a reliable foundation for data-driven decisions.
Voice Analytics (also known as Speech Analytics) is the AI-powered analysis of phone conversations after they take place. Conversation content is automatically analyzed to identify factors such as contact reasons, customer sentiment, quality indicators and optimization opportunities. This turns customer interactions into valuable business insights and provides a reliable basis for data-driven decisions.
Voice Analytics (also known as Speech Analytics) automatically transcribes phone conversations and anonymizes personal information before generative AI analyzes the conversation. This enables valuable insights without the AI processing personally identifiable data. Based on the anonymized data, Alyza identifies factors such as conversation topics, contact reasons, customer sentiment and quality indicators. The results are then available for dashboards and further AI-powered analysis.
Alyza does not rely on a single AI model, but on an intelligently orchestrated best-of-breed AI pipeline. More than 25 specialized microservices work together – from transcription and anonymization to AI-powered analysis. Each processing step uses the technology best suited to the task, delivering reliable insights from every customer interaction.
Alyza analyzes only the anonymized transcript of a customer conversation. Generative AI evaluates word choice, conversation context, phrasing and dialogue patterns to determine the sentiment of the conversation. Biometric characteristics such as voice, tone or speaking speed are not analyzed. This provides companies with privacy-friendly, transparent insights into the customer experience.
AI detects escalations based on critical language and the progression of the conversation. Difficult customer interactions are automatically identified and prioritized. This allows companies to respond faster and continuously improve service quality.
Alyza analyzes all customer interactions and visualizes the results in clear dashboards. Recurring customer issues are automatically clustered by topic, contact reason or tag. This makes patterns and trends visible at a glance, helping companies identify the causes of recurring contacts and address them sustainably.
Generative AI understands the full context of a customer conversation and automatically creates a structured summary. It identifies the key topics, outcomes and agreed next steps without requiring manual documentation. This reduces documentation effort and provides companies with consistent, high-quality conversation summaries.
Generative AI analyzes the full conversation context and understands the customer’s needs and intent. Based on the conversation and relevant domain knowledge, it identifies suitable cross-selling and upselling opportunities as well as other sales potential. This makes sales opportunities automatically visible and enables teams to act on them systematically.
Generative AI understands the full context of a customer conversation and evaluates its quality based on proven criteria. Alyza can also be tailored to your company’s specific quality standards by defining evaluation criteria and examples of good and poor conversations. The AI then evaluates each customer interaction against these criteria, providing detailed assessments and aggregated insights at product, service line, team or company level.
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.
No. Alyza follows a hybrid model in which people and AI work together. AI primarily handles downstream analysis, documentation, and routine tasks, allowing employees to focus on their core strengths: experience, empathy, personal advice, and complex decision-making. In this way, AI supports people rather than replacing them.