Analyza

What Analyza is

Analyza is a customer service analytics platform from Alyza, a company founded by Markus Stumpe in Hanover in 2016. It transcribes and analyzes calls, emails, chats, cases, tickets and social media interactions, then turns them into measurable service KPIs. The platform can identify why customers make contact, their sentiment, whether issues are resolved, conversion rates, coaching opportunities, employee benchmarks and individual quality scores. It analyzes interactions in more than 100 languages, and includes speech analytics, sentiment analysis, quality scorecards and service-level reporting.

Teams can configure contact reasons, tags, coaching tips, analysis questions, KPIs and evaluation criteria without complex model training or manual tagging. Alyza connects with commonly used CRM and ticketing systems. Its bidirectional APIs can receive interactions and send analysis results to CRM, ticketing, business intelligence and other enterprise systems. The platform provides roles and permissions, plus single sign-on with existing identity systems. Alyza says it anonymizes personal data before generative AI analyzes transcripts. It generally runs in the cloud, with default processing in a private Microsoft Azure West Europe cloud. Initial results are available after the first customer interactions are processed.

Who it suits

Analyza suits customer service teams that need to measure interaction quality across several channels and languages. It is also relevant to organizations that want configurable KPIs, coaching insights and CRM or ticketing system connections.

Limits

The custom quote includes a one-time onboarding fee, a monthly platform license and usage-based costs; around 80% of ongoing costs are variable. Default data retention is at most two years, with shorter periods or custom deletion policies available on request.

Getting started

1. Visit the Analyza website.
2. Request a demo and needs assessment.
3. Agree on a tailored quote covering onboarding, the platform license and usage.
4. Connect interaction sources through supported systems or APIs.
5. Configure contact reasons, KPIs and evaluation criteria.
6. Process customer interactions to receive initial analysis results.

Verdict

Choose Analyza if your team needs multilingual analysis across multiple customer service channels, with configurable measures and enterprise system connections. Look elsewhere if you need a published price, since costs are quoted after a demo and needs assessment.