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Axendi Insights & Quality

Tools for customer experience quality management, insights and continuous process improvement

CX quality management solutions

Get a holistic understanding of customer sentiment with AI-powered feedback analytics tailored to your organization’s needs. By collecting, integrating, and analyzing feedback from multiple channels, we help you uncover recurring themes, track satisfaction, and understand customer needs more deeply.

Axendi Insights & Quality extends beyond surveys by connecting customer feedback with interaction and operational data. This allows quality teams to identify service gaps, coaching opportunities, and root causes of dissatisfaction across channels and touchpoints.

Instead of relying on isolated reports, organizations gain continuous visibility into service performance and clear, actionable insights that support daily operations, improve service consistency, and strengthen customer experience.

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Noam

An interactive tool designed to support continuous learning and quality improvement. It enables teams to create and run knowledge checks and quizzes directly within MS Teams, helping identify skill gaps, strengthen competencies, and maintain consistent service quality across projects.

Gutenberg

An AI assistant that delivers instant, verified information from integrated knowledge bases directly in MS Teams. It helps agents find accurate answers faster, supports consistent service quality, and streamlines knowledge sharing across teams.

Ray

A communication tool that coordinates operations through targeted messaging in MS Teams. It enables you to reach the right groups instantly, streamline internal updates, and improve response times across projects.

CASE STUDY

5309 answers delivered by Gutenberg during peak season sale

To eliminate manual searches and scattered documentation, Axendi developed Gutenberg, an AI-powered assistant integrated with Microsoft Teams. Through natural, conversational Q&A, agents gain instant access to procedures, policies, and best practices, enabling faster resolutions, greater confidence, and more consistent customer service.

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Trusted by

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Inconsistent CX across agents and channels

Different agents communicate different information, tone, or next steps. Customers receive conflicting answers, which lowers trust, increases repeat contacts, and drives complaints.

Reactive problem detection

Organizations learn about service problems only after escalations, negative reviews, or churn. Without continuous monitoring, root causes remain hidden and corrective actions come too late.

Limited visibility into service quality

Manual QA reviews only a small sample of interactions, leaving most conversations unexamined. Managers cannot reliably assess performance, coaching needs, or adherence to procedures.

Ineffective coaching and training

Training is generic because teams lack evidence of actual agent behavior. Without clear feedback, the same mistakes repeat and performance improvements are slow.

Consistent service quality

Ensure accuracy, alignment, and performance across teams with centralized knowledge and analytics.

Faster knowledge access

Empower teams with instant, verified information directly in MS Teams.

Operational efficiency

Reduce response times and improve coordination through centralized communication and knowledge sharing.

Performance growth

Strengthen team capabilities and service quality with continuous learning and real-time insights.

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.

From strategy to execution

We support the full journey: use case design, implementation, optimization, and ongoing performance management — not just system setup.

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.

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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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