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Axendi Analytix

Axendi Analytix

Customer interaction data analytics

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CX & BPO analytics and business intelligence

Transform raw data from customer interactions into strategic insights using predictive analytics, advanced data visualization, and AI-driven intelligence for smarter business decisions.

Axendi creates customized solutions tailored to CX and BPO operational needs, designing and implementing technology, analytics, and automation that support customer service delivery across contact center and outsourced environments.

By combining predictive analytics, advanced data visualization, and AI-driven intelligence, we enable better visibility into customer interactions, operational performance, and service quality. This approach supports informed decision-making, scalability, and consistent customer experience in complex CX and BPO operations.

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Our solutions

1
Agner
The solution analyzes Microsoft Teams traffic and query patterns to provide visibility into how information flows across teams and operations. By identifying recurring questions, peak activity periods, and knowledge gaps, it helps organizations optimize internal processes, improve response efficiency, and reduce operational friction in CX and BPO environments.
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2
Rosetta
The tool analyzes large, unstructured text sets to provide visibility into topics, patterns, and emerging trends. By examining content such as customer messages, feedback, complaints, or internal documentation, it helps organizations detect recurring themes, identify risks and opportunities, and reduce uncertainty in decision-making across CX and BPO operations.
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3
Deming
The product analyzes 100% of customer interactions to provide full visibility into service quality, compliance risks, and customer experience. By transcribing and examining voice and digital conversations, it helps organizations detect recurring issues, identify performance gaps, and uncover risk patterns, reducing uncertainty in decision-making across QA, CX, and contact center operations.
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Trusted by

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ROSSMANN logo with the word “ROSSMANN” in black capital letters, featuring a circular emblem inside the first “O.”
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Case study

How Axendi evolved into a technology partner for L’Oréal

For L’Oréal, Axendi evolved from a customer service provider into a technology and automation partner. Voicebots support post-interaction satisfaction surveys, analytics dashboards deliver actionable insights, and automation streamlines complaint handling and inventory processes. Together, these solutions enable L’Oréal to scale omnichannel operations while maintaining the precision and personalized care expected from the brand.

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Business challenges driving the need for AI-powered analytics

1
Lack of visibility into service quality
Organizations often don’t know what actually happens in customer conversations. Only a small sample of calls is reviewed, while most interactions remain unmonitored. This leads to repeated mistakes, inconsistent messaging, and difficulty maintaining service standards.
2
Insufficient data for operational decisions
Decisions about staffing, SLAs, or automation are based on assumptions and AHT rather than real customer intent. As a result, operations are optimized around metrics instead of customer needs.
3
High contact volume and repetitive inquiries
eams are overloaded, yet the reasons customers contact support are unclear. Without analyzing root causes, such as missing information, process gaps, or unclear communication, companies increase headcount instead of removing the source of demand.

What you get

Clear outcomes, real impact, and solutions that support smarter, more efficient business performance.
Faster insights with automated reporting

Save time with dashboards and reports that update automatically, giving teams the information they need when they need it. 

Improved service quality and agent performance

Identify patterns, track KPIs, and act on data to boost contact quality and agent effectiveness. 

Custom solutions tailored to your business logic

Achieve more with less effort: streamline QA, uncover insights, and align with what matters.

Case study

50% faster agent response time with Agner

Axendi faced limitations with off-the-shelf analytical and monitoring tools while supporting Allegro’s e-commerce project. To boost agent performance and service quality, the Axendi team built a proprietary AI solution. It enabled real-time internal request analysis, centralized communication, and supported targeted training efforts. The result: +10pp in quality, 50% faster agent responses, and a 35% reduction in internal support time.

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Proven through experience.
Chosen for trust.

Axendi is a partner we fully trust. The team is engaged, highly competent and in our view demonstrates a high level of professionalism. We value their care for people, proactive attitude and ongoing support in helping us achieve our goals. What stands out is the very individual and flexible approach to the changing needs of the client.

Dimitr Kołodyński
CDMO Head of Advocacy & Care

A reliable and proven outsourcing partner enables us to achieve our goals and quality standards in the most efficient way. (…) Axendi supports us in fulfilling our objectives, especially during peak periods of customer engagement.

Anna Chmielewska
Customer Service Section Manager

We value our cooperation with Axendi for its atmosphere of trust, professionalism, and a true partnership approach. The team stands out with its problem-solving creativity, independence, and strong commitment. These are true professionals we can rely on.

Mariusz Pietuszyński
CEO

The Axendi team effectively supports our business – they generate sales leads, successfully implemented a motor insurance claims registration project, and maintain proactive communication with both our team and our dealer network. They’re a partner who truly contributes to our operational success and project growth.

Volvo Team

We value our collaboration with the Axendi team for their high level of flexibility, transparent communication and partnership-driven approach. The relationship is built on mutual understanding, trust and continuous commitment to improving efficiency together, which significantly supports the achievement of our shared goals.

Małgorzata Tkaczyk
Acting Remote Customer Meeting Point Manager, IKEA

We value our cooperation with Axendi for their effectiveness and consistently high service quality. The team operates based on proven processes and deep operational expertise, consistently meeting our expectations and responding quickly to our needs. Every project is handled with great care and precision.

Aneta Sawczuk
Marketing Project Manager

Working with Axendi is a true partnership built on mutual understanding and trust. We particularly value their flexible approach - the team quickly adapts to our changing business needs and actively suggests improvements. When entrusting direct customer contact to an external company, security and confidence that the partner acts as part of our team are crucial. Axendi fully meets these expectations.

Marta Maciejczak
Customer Support Manager

What we value most in working with Axendi team is their flexibility and consistent focus on quality at every stage. They adapt to our evolving needs without compromising standards. Data security is clearly a priority, which strengthens our trust and ensures compliance with internal and industry requirements.

Arkadiusz Bartoszek
Head of Customer Service

We have been working with Axendi since 2018 and value their reliability, timeliness, and partnership-oriented approach to project delivery. We especially appreciate the team's creativity and flexibility in handling demanding tasks.

Agnieszka Popko
Managing Director

Why partner with Axendi?

1
Integrated operating mode
We don’t just deploy tools; we understand contact center realities, service processes, and customer behavior. By integrating advisory, technology, and delivery, our solutions are built to perform in real operational environments.
2
From strategy to execution
We support the full journey: use case design, implementation, optimization, and ongoing performance management — not just system setup.
3
Seamless integration with CX teams
We design automation to support agents, not replace them blindly, ensuring a balanced model between technology and human interaction. This is the model we apply in our own projects.
4
Scalable and adaptable approach
Whether starting small or transforming at scale, our solutions evolve with your business and operational maturity, scaling through technology as well as through people and processes.

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Our process

How we work
1

Understanding your needs 

CX challenges mapped. Business goals decoded. 
2

Tailoring CX solutions 

Custom-built strategies aligned to your business DNA.
3

Onboarding & training 

Train-the-trainer programs for seamless handoff. 
4

Real-time reporting 

Transparency delivered through live performance dashboards. 
5

Continuous monitoring 

We track, learn, and optimize on the go. 
6

Quality assurance 

Rigorous reviews to ensure every touchpoint meets your standards. 
7

Smart scaling 

People and tech scaled responsibly — with excellence intact. 

FAQ

All you need to know about Axendi Analytix
What is Analytix?

Analytix is Axendi’s AI-powered conversation analytics solution that analyzes customer interactions across voice and digital channels. It identifies customer intent, service quality issues, operational bottlenecks, and compliance risks, turning daily conversations into actionable operational insights.

What data can Analytix analyze?

Analytix can analyze phone calls, chats, emails, and other customer service interactions. The system transcribes conversations, detects topics and sentiment, and identifies patterns across the entire interaction volume — not just selected samples.

How is this different from traditional quality monitoring?

Traditional quality monitoring reviews a small percentage of contacts. Analytix analyzes all interactions, automatically identifying recurring problems, agent behaviors, and customer needs. Instead of manual call listening, teams receive structured insights and trends.

Will this replace QA teams?

No. Analytix supports quality and operations teams by automating analysis and highlighting priority cases. QA specialists focus on coaching, improvement actions, and process optimization instead of manual call review.

Can Analytix tools help reduce contact volume?

Yes. By identifying why customers contact support and which issues repeat, organizations can fix communication gaps, process errors, or unclear policies — often eliminating avoidable contacts at the source.

Does Analytix integrate with our systems?

Yes. Out Analytix solutions can integrate with telephony platforms, CRM systems, ticketing tools, and other customer service infrastructure to analyze interactions and provide operational reporting.

Looking to outsource your customer experience processes?

Let’s talk. We specialize in B2B outsourcing for contact center, helpdesk, telesales, and other BPO services and technology.

Share your business needs in the form and one of our experts will contact you within 24 hours to discuss your project scope, delivery model, and pricing.