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Magnus:
The AI Ops Analyst
for CCaaS
See cause and effect across your contact center. Eliminate blind spots. 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 CCaaS. It continuously analyses 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 24/7/365 extension of your operations team.
Magnus in Action
In Your Meetings
At Your Desktop
On Your Phone
- Magnus works where your teams already work, delivering answers without dashboard-hopping, manual correlation or reporting delays.
- Invite Magnus into Zoom, Teams or incident bridges to answer operational questions in real time as part of the team.
- Run audits, explore data, launch automations and request reports with one click, like having a CCaaS expert always at your side.
- Stay connected on the go with smart notifications, service monitoring and timely operational prompts that help keep service running smoothly.
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 dashboards tell you what happened. Magnus tells you why. By correlating configuration, change, demand and performance data, Magnus exposes the cause-and-effect relationships behind service movement so teams can act with confidence.
- An AI-Ops Analyst that never sleeps
- 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 continuous operational intelligence across the contact center: lower cost, lower risk, better CX and measurable ROI. It eliminates blind spots by focusing on six core intelligence areas:
Pinpoint service level impact
Explain service level drops with evidence, not assumptions, and identify the operational factors behind performance movement.
Configuration Intelligence
Identify which configuration 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
Separate useful design from legacy complexity. Understand downstream impact before making changes and map toll-free, IVR, queue, volume and performance relationships.
IVR & Self-Service Performance
Track containment trends and anomalies. Correlate IVR changes to drop-off, escalation and frustrated exits.
Demand, Service & Agent Performance
Correlate volume, service level, abandon and callback performance. Understand agent utilisation and eligibility, and detect volatility in routing, skills and schedules.
Business, Governance & Risk Intelligence
Detect permission risk, technical debt and redundant configuration. Optimise resource utilisation through design analysis and identify design-related root causes of service impact.
Explore Magnus in Detail
Download the Magnus Asset Download the Magnus guide to see how it works across desktop, meetings and mobile. Explore its intelligence streams, operational use cases and the way it transforms CCaaS operations from dashboard review to cause-and-effect analysis.
See how Magnus works alongside Clarity and Symphony to connect migration intelligence, CCaaS DevOps and AI-driven operational insight across your platform.
Meet the AI
Book a demo to see how Magnus explains service movement, identifies root cause and helps teams act faster.
