ClearView —
Contact Center Performance. Real-Time. Built by Call Centers.
ClearView is a cloud-based performance management platform built by contact center professionals — aggregating data from every system into real-time dashboards, wallboards, gamification, and automated coaching. 19% agent attrition reduction. 25% CPA reduction. 25% agent efficiency increase. Fibi sources and negotiates ClearView on your behalf, at no cost to you.
Platform
ClearView Performance Management Suite
Dashboards, gamification, coaching, and data aggregation — one platform covering visibility, engagement, and development for contact centers of all sizes.
Real-Time Dashboards & Wallboards
Customizable dashboards aggregate KPIs from all contact center systems into intuitive, real-time views at every level — agent, team, group, and executive. Multislide wallboards publicly display metrics, rankings, leaderboards, achievements, racing screens, and performance gauges on floor monitors. Supervisors design wallboard slides using a three-step interface (create, save, share) without IT support. Dashboard subscriptions let executives and remote managers receive KPI feeds outside the contact center floor.
Data Aggregation & Business Intelligence
ClearView connects to ACD/IVR, CRM, quality monitoring (QM), workforce management (WFM), LMS, and survey systems through pre-built integrations — consolidating data from disparate platforms into a single source of truth. Supervisors access all reports in customizable, meaningful formats rather than exporting from multiple tools and reconciling manually. Includes scheduled report subscriptions, metric monitoring alerts, and the ability to build custom KPI combinations specific to your contact center's goals.
End-to-End Gamification
ClearView translates KPI performance into a sustained engagement system — agents earn digital coins, gems, and experience points for hitting goals, redeemable in a customizable online Marketplace. Supervisors configure competitions (agent-to-agent, team-to-team, floor-to-floor, site-to-site) through a rules engine that doesn't require IT. Wallboards display rankings, leaderboards, and custom achievements. Documented result: 19% reduction in monthly agent attrition at Focus Services. Recognition and competition sustain engagement where standard incentives had not.
Automated Coaching Tool
When agent metrics fall below configured thresholds, ClearView's coaching engine automatically generates an alert and routes it to the appropriate supervisor — eliminating the lag between a performance issue appearing in data and a supervisor being prompted to act. Coaching sessions are conducted within the platform using custom forms, with embedded call recordings for context. All sessions are logged, and agent progress is tracked over time with improvement marking.
Employee Engagement & Development Surveys
ClearView includes agent satisfaction surveys, knowledge assessments, and competency evaluations that capture the voice of the agent and surface development gaps. Survey results are integrated with performance data — connecting what agents know and how they feel with how they perform. Insights support hiring process improvements, competency-based development programs, and proactive retention strategies.
Enterprise-Wide Visibility
ClearView provides multi-level visibility from agent to executive across single or multi-site contact center operations. Dashboard sharing and subscriptions create enterprise-wide uniformity — every level sees relevant KPIs rather than each team maintaining separate tracking tools. Group agents by any attribute and compare performance across teams, floors, or sites. Real-time alerts enable proactive management rather than after-the-fact analysis.
Outcomes
Documented Customer Results
Focus Services — 19% Attrition Reduction
19% reduction in monthly agent attrition through ClearView gamification deployment — recognition, competition, and rewards sustaining engagement where standard incentives had not.
Bridgevine — 25% CPA Reduction
25% reduction in Cost Per Acquisition through improved management visibility and real-time dashboard-driven decision making.
BlendTec — 25% Agent Efficiency Gain
25% increase in agent efficiency by consolidating phone system data with time clock data into a single ClearView view, eliminating manual data reconciliation.
Franklin Covey — Revenue Per Call Improvement
Measurable improvement in average order value and revenue per call through targeted, data-driven performance focusing using ClearView analytics.
Why ClearView
Key Strengths
ClearView was created by developers in a call center IT department — not adapted from generic analytics software. This means out-of-the-box templates, pre-built integrations, and default KPI configurations reflect actual contact center operations. The platform covers 10-seat operations and Fortune 500 contact centers from the same product, without different editions for different sizes.
Contact center attrition is one of the industry's highest operational costs. ClearView gamification has documented impact: Focus Services achieved a 19% reduction in monthly agent attrition. The combination of real-time recognition, peer competition, and a reward marketplace creates a social work environment that sustained engagement where standard incentive programs had not.
Pre-built integrations with ACD, CRM, WFM, QM, LMS, and survey platforms eliminate the manual data reconciliation that consumes supervisor time. All reports, dashboards, and gamification rules draw from the same unified data layer — so different tools no longer report different numbers for the same metric.
Automated coaching alerts remove the cognitive load of identifying who needs coaching from manual report review. When performance thresholds are crossed, the system routes a coaching task to the supervisor rather than waiting for a weekly report. Documented result: Bridgevine Call Center achieved a 25% reduction in Cost Per Acquisition through improved management visibility.
FAQ
Common Questions About ClearView
Improve Contact Center Performance Through Fibi
Fibi will evaluate your contact center technology stack, agent count, and performance visibility requirements — and negotiate ClearView pricing on your behalf alongside relevant CCaaS and WFO platforms. No obligation, no sales pressure.
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