Customer support and outsourcing
Support records from customer support teams and outsourcers.
Contact centers, outsourcing firms, and in-house support teams record how every customer issue was worked: what the customer reported, what the agent tried, when it was escalated, and how it ended.
Assess my data privatelyWhy it matters
What buyers learn from these records.
A resolved ticket shows a problem, the steps taken, and whether the issue was actually solved. Large volumes of those cases, with outcomes recorded, show how support work is done in practice.
Ownership and permissions
What we check first.
Before anything is licensed, we confirm the records are yours to license: that no software contract, franchise agreement, or privacy notice stands in the way. You do not need answers to these before the assessment.
A careful review comes first
Call recordings need the most careful review in this category. Recording consent rules differ by state and country, recordings carry customers' voices and personal details, and if you support other companies' customers, your client contracts usually decide who controls the records. We review this first, before any other step, and recordings may stay out of scope entirely.
- 1If you support other companies' customers, who owns the records under your client contracts?
- 2Do the terms of your helpdesk or contact center software restrict exports?
- 3What were callers told, and what did they agree to, when calls were recorded?
- 4What did your privacy notice say about how support records are used?
Quality factors
What makes records more useful.
- Resolution notes written during the case, not after
- Recorded outcomes: resolved, escalated, or reopened
- Consistent issue categories and tags
- Several years of continuous history
Investors are funding AI in customer support.
These are funding rounds of AI companies working in customer support. They show where investment in AI is going, not what any business's records are worth. None of them is a purchase of records.
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Find out where your records stand. Privately, in about four minutes.
Assess my data privatelyNo files, no customer data, no passwords.