Broadvoice Brings Analyst to General Availability, Cutting Contact Center Reporting Time by Up To 90%

New conversational analytics inside GoContact lets contact center leaders ask plain-language questions about performance and get answers from their data in seconds

LOS ANGELES — SEPTEMBER 24, 2026 — Broadvoice, a leading provider of AI-powered communication and customer experience solutions, today announced the general availability of Analyst, a conversational analytics capability built directly into its GoContact contact center platform.  

Analyst is designed to cut the time teams spend pulling and interpreting routine contact center reports by up to 90%. Instead of building reports, reconciling spreadsheets or moving between dashboards, contact center leaders can ask questions about performance in plain language and get answers in seconds.  

Questions like “Which queries had the highest abandonment rate in the last seven days?” or “How did call volume and average handle time change this week?” are translated into queries against the business’s analytics data inside GoContact, with results returned as concise summaries based on the same operational metrics used across the platform.  

Early results show an impact. Customers using Analyst have cut manual reporting time by as much as 90% and freed up to 25 hours a week across operations teams that previously spent that time pulling and reconciling reports, with an estimated payback of less than three months.  

“Every contact center already has the metrics. The challenge is understanding what they mean,” said Gurdip Jande, Chief Product Officer at Broadvoice. “Analyst lets supervisors ask questions in plain language and get directly to the insights they need, without spending hours navigating reports. This is the first step toward making analytics a defining part of how GoContact helps customers understand and continuously improve their operations.”

From Reports to Conversations  

Contact center analytics has traditionally required users to know where the data lives, which report to run and how to interpret what comes back. Analyst lets users start with their question instead of the dashboard.  

Built natively into GoContact, Analyst currently supports descriptive analysis of voice performance across queues, campaigns and agents. Teams can ask about call volume, answer and abandonment rates, wait time, talk time, hold time, wrap-up time and other operational KPIs.  

Rather than generating open-ended answers, Analyst translates natural-language questions into structured queries against the GoContact analytics datasheet. It uses the same governed KPI definitions behind existing dashboards and reports. If the available data cannot support an answer, Analyst is designed to say so rather than manufacture one.  

Dashboards and reports are still valuable when teams need depth, comparison or formal reporting. But many day-to-day operational decisions start with a much smaller question: “What happened?”

Across Broadvoice’s customer base, organizations have reported returns of up to 250% on their contact center AI investments, reflecting the company’s focus on AI tied to measurable business outcomes.  

Analyst supports English, Spanish and Portuguese and is available now to GoContact customers.  

To learn more about Analyst, visit: https://www.broadvoice.com/products/ai/analytics  

About Broadvoice

Broadvoice builds AI-powered communications and contact center software that helps mid-market businesses run better conversations with customers and with each other. Through GoContact and b-hive, Broadvoice brings contact center, business communications, automation and AI together in solutions built to be practical, easy to use and easier to manage. Learn more at broadvoice.com.  

Media Contact

Annie McNutt

Director of Content Marketing

Broadvoice

anniem@broadvoice.com

‍