Stop measuring speed.
Start measuring relationships.
The Experience Assurance Engine replaces traditional SLA frameworks with Experience Level Agreements (XLAs) — a new standard that measures what customers actually feel, not just how fast you answered.
Your SLAs are lying to you.
A customer calls in. Your agent answers in 18 seconds (SLA met). The call lasts 4 minutes (AHT target hit). The issue is marked resolved on first contact (FCR checkbox).
But the customer hung up frustrated, felt unheard, and is already researching competitors. This is the SLA blind spot — and it’s costing you customers you don’t even know you’re losing.
Introducing Experience Level Agreements
XLAs don’t replace SLAs they complete them.
While SLAs track operational efficiency (time, volume, resolution), XLAs measure the quality of the human experience. We shift the focus from "how fast" to "how well."
- Was the customer’s emotional need met?
- Did the agent demonstrate empathy?
- Was the interaction personalized?
- Did the customer feel valued?
The Intelligence Layer
Five specialized capabilities that turn sentiment into strategic business advantages.
Real-Time XLA Scoring
Every interaction receives an experience score within seconds of completion, combining quality, sentiment, compliance, and resolution effectiveness.
Trend Analysis
Track XLA scores over time by team, agent, campaign, channel, or customer segment to identify systemic experience issues before they scale.
Threshold Alerts
Set experience thresholds and receive instant notifications when scores drop below acceptable levels for any team or segment.
Correlation Engine
See direct statistical correlations between XLA scores and business outcomes like retention, NPS, revenue, and lifetime value.
Executive Reporting
Board-ready reports that translate experience data into business language revenue at risk, retention probability, and competitive exposure.
Ready to measure what matters?
Stop guessing. Switch to the standard that actually correlates with your revenue and customer loyalty.
No complex integration required to start.