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Bring together relevant operational data from contact centre and enterprise systems.
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Customer interaction operations · Real-time visibility
See what is happening. Act before customers feel it.
Customer operations generate continuous signals across queues, agents, channels and business systems. Geomant brings the most relevant operational information together and makes it visible to the people who need to act.
Operational data creates value only when the right person sees the right signal at the right moment — from agents and supervisors to operations managers.
Real-time
Awareness across systems
Multi-source
Unified operational view
Any surface
Wallboard · desktop · mobile
Wallboard
Powered by Geomant Wallboard
The customer problem
Customer operations have data. The problem is visibility.
Contact centre and customer service teams already have dashboards, reports and operational systems. The challenge is that the relevant signal is often hidden across several tools or noticed too late.
Information is spread across systems
Contact centre, CRM, WFM and service platforms each show a different part of the operation.
Supervisors discover issues too late
Queue pressure, SLA risks or operational exceptions may already affect customers before someone notices.
Agents lack real-time context
Employees often cannot see the operational information that would help them adjust their own behaviour or priorities.
Management dashboards are not operational tools
Historical BI is excellent for analysis, but it does not always help a supervisor decide what to do in the next five minutes.
Conversational Intelligence explains what customer interactions are telling the business. Operational Visibility shows what the operation needs to act on now.
What operational visibility changes
From dashboards to operational awareness
Geomant approaches real-time visibility as an operational action problem, not a dashboard design exercise. Collect the signals that matter, unify them across systems and place them in front of the employee or team able to respond.
Unify
Normalise selected signals from different platforms into a common operational view.
Display
Show the right information on wallboards, desktops, browsers or mobile devices.
Alert
Identify threshold breaches and operational conditions that require attention.
Act
Help agents, supervisors and managers respond before the issue becomes a larger customer problem.
Key capabilities
Make the right operational signals visible
Real-time operational dashboards
Queue, agent, SLA and service indicators tailored to teams, business units or operational roles.
Multi-platform data aggregation
Bring together operational data from contact centre platforms, ACDs, CRM, WFM and service systems into a common visibility layer.
Threshold alerts
Monitor defined conditions and notify teams through visual, audible or email-based alerts before issues escalate.
Agent & supervisor visibility
Bring selected metrics to employee screens while giving supervisors browser or mobile access to operational information.
Flexible operational views
Role-specific views for agents, supervisors, customer operations, locations, service lines or management.
Operational communication
Use shared screens for service information, team communication and selected employee engagement content.
Anywhere delivery
Deliver operational information through wallboards, employee desktops, browsers and mobile views for hybrid and distributed teams.
AI signal integration
Surface selected indicators from Conversational Intelligence or AI Quality Automation when immediate awareness matters.
Who it fits
The operational visibility layer
Operational Visibility sits across the customer interaction environment — bringing together signals from customer channels, contact centre platforms and enterprise systems, then exposing the information to the people who need to act.
Supervisors & team leaders
Real-time awareness across queues, agents and SLAs without switching between multiple applications and reports.
Frontline agents
See selected operational information directly to self-manage priorities, availability and behaviour in the moment.
Customer operations & COOs
One operational view across contact centre and enterprise systems for the people running the service.
Multi-platform enterprises
Organisations operating multiple contact centres, CRMs, WFM and legacy platforms that need a platform-independent visibility layer.
How it works
From operational data to faster action
- 01
Connect
Integrate the relevant contact centre, CRM or operational data sources.
- 02
Aggregate
Bring selected data into a common operational information layer.
- 03
Monitor
Track the KPIs and conditions that matter to the customer operation.
- 04
Alert
Highlight thresholds, risks or exceptions requiring attention.
- 05
Act
Make the information visible to the employee, supervisor or team able to respond.
Business outcomes
Turn real-time signals into operational action
Detect service issues earlier
Give supervisors real-time awareness
Help agents self-manage
Create one operational view across platforms
Support hybrid and distributed teams
Connect AI insight to operations
Why Geomant
Operational visibility should follow the customer operation
Most contact centre platforms have dashboards. The challenge starts when organisations operate multiple platforms, custom applications, CRM systems, WFM, legacy technology and new AI analysis capabilities. Geomant creates a visibility layer around the actual operation.
Platform-independent visibility
Bring together operational information across different contact centre and business systems.
Contact centre expertise
We understand which operational signals matter to agents, supervisors and customer service management.
Flexible integration
Connect standard platforms and customer-specific data sources around the real operational requirement.
AI insight to action
Selected signals from AI analysis can become visible operational indicators when immediate awareness matters.
Data sources
- Contact centre & ACD
- Graia
- Genesys
- Avaya
- CRM
- WFM
- Service systems
- AI analytics
Delivery surfaces
- Wallboards
- Agent desktop
- Supervisor browser
- Mobile
- TV screens
- Email alerts
Operational signals
- Queues
- SLA
- Agent state
- Volumes
- Thresholds
- Sentiment
- Contact drivers
Technology
Powered by Geomant Wallboard
Geomant Wallboard is our real-time operational visibility platform. It aggregates data from multiple sources and delivers selected KPIs, thresholds and operational information through wallboards, employee desktops, browsers and mobile views — connecting operational signals from contact centre and enterprise systems to the teams that need to act.
Related capabilities
Everything that surrounds the customer interaction
Conversational Intelligence
Discover customer signals, contact drivers and emerging interaction trends.
Explore Conversational IntelligenceOn-Premises Contact Centre
Contact Expert — multimedia contact centre for Skype for Business, Avaya and Asterisk.
Explore Contact ExpertReady to see more?
Which operational signal do your teams see too late?
Geomant can help identify the contact centre and customer interaction indicators that should become visible earlier — and to the right operational role. Start with the systems you monitor today and the issues you discover too late.