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Magnus:
The AI Ops Analyst
for CCaaS
Transforming the Operational Experience (OX) for better business outcomes.
See cause and effect. Act with confidence.
Magnus:
The AI Ops Analyst for CCaaS
Transforming the Operational Experience (OX) for better business outcomes. See cause and effect. Act with confidence.
Magnus is an AI-driven Operational Intelligence Analyst built specifically for your Contact Center. It continuously analyzes configuration, change activity, demand, and performance data to explain: What changed, What was impacted, Why it happened, and What to do next. It is a true workforce extension, providing 24/7/365 Operational Experience (OX).
Magnus in Action
In Your Meetings
At Your Desktop
On Your Phone
- Magnus works exactly where you work every day, delivering clarity and answers without dashboard-hopping or reporting delays.
- Invite Magnus to Zoom, Teams, or in-person meetings to get instant conversational answers and insights in conference call as a member of the team answering questions.
- Run audits, explore data, launch automations, and request reports with one click, like having an expert always at your side.
- Stay connected on the go with smart notifications and service monitoring. Receive notifications via phone to keep operations running smoothly, ensuring 24/7/365 OX.
Magnus in Action
- Magnus works exactly where you work every day, delivering clarity and answers without dashboard-hopping or reporting delays.
In Your Meetings
- Invite Magnus to Zoom, Teams, or in-person meetings to get instant conversational answers and insights in conference call as a member of the team answering questions.
At Your Desktop
- Run audits, explore data, launch automations, and request reports with one click, like having an expert always at your side.
On Your Phone
- Stay connected on the go with smart notifications and service monitoring. Receive notifications via phone to keep operations running smoothly, ensuring 24/7/365 OX.
Why Magnus?
Most analytics tell you what happened. Magnus tells you why and what to fix. It eliminates the blind spots in service performance where leaders can see service levels dip, but not why. By correlating four critical datasets, Magnus enables true cause-and-effect analysis, not guesswork.
- An AI Ops Analyst that never sleeps (24/7/365 OX)
- Eliminates Blind Spots and Risky Changes
- Turns days of analysis into seconds
- Reduces risk, cost, and operational complexity
Core Intelligence Areas:
Eliminate Blind Spots and Drive Smarter Decisions
Magnus provides a continuously optimized Contact Center – lower cost, lower risk, higher CX, and measurable ROI. It eliminates blind spots and risky changes by focusing on five core intelligence areas:
Pinpoint Service Level Impacts (Operational Efficiency & Root Cause Analytics)
Root-cause service level failures. Explains service level drops with evidence, not assumptions.
Configuration Intelligence (Cause-and-Effect Mapping)
Identify which changes had the biggest impact on service. Track change patterns, rollbacks, and high-risk behaviour to improve governance and reduce operational risk.
Smarter Design Decisions (Architectural Intelligence)
Surface useful vs. legacy configs. Understand downstream impact before making changes.
Map toll-free → IVR → queue → volume performance relationships.
IVR & Self-Service Performance
Containment trends and anomaly detection. Correlate IVR changes to customer drop-off and escalation. Pinpoint friction and frustrated exits.
Demand, Service & Agent Performance
Volume, service level, abandon, and callback correlation. Agent utilisation and eligibility insight. Detect volatility in routing, skills, and schedules.
Business, Governance & Risk Intelligence
Detect permission risk, technical debt, and redundant configuration in Contact Center design. Optimize resource utilization through design analysis. Identify design-related root-causes for service level impact.
Explore Magnus in Detail
Download the Magnus Asset Document to see how it works across desktop, meetings, and mobile. Get a complete overview of its capabilities, intelligence streams, and key use cases to understand how Magnus can transform your CCaaS operations.
See how Magnus, alongside Clarity and Symphony, streamlines CCaaS operations and drives smarter decisions across every part of your platform.
Let's Connect
Ask us about CCaaS migration, DevOps automation, or book a demo.
