Indispensable conversation analytics
Conversation analytics extracts insights from 100% of interactions to drive better experiences and performance.
Conversation analytics from Cirrus lets you analyse 100% of agent-customer interactions and turn them into searchable, useful data. Our AI-powered solutions use automatic speech recognition, natural language processing, and machine learning to take in audio, video, and text conversations. It then transcribes, categorises, and structures the content to pull out key insights like identifying strengths, weaknesses, and training gaps at both individual and organisation-wide levels.
Conversation Analytics allows organisations to decode sentiment, intents, and trends in real-time to pinpoint issues, identify growth opportunities, and predict future outcomes. These insights transform contact centres into proactive intelligence hubs for the business. By easily surfacing hidden insights from 100% of customer interactions across channels, Conversation Analytics reveals the real drivers behind behaviours and decisions. Contact centres can use this intelligence to refine processes, train staff, personalise service, and build customer trust. They boost first-call resolution, reduce transfers, and prevent escalations by understanding and responding to customer needs early.
Cirrus offers this omni-channel analytics solution natively on our platform. Discover how 100% visibility will unlock the hidden potential of your contact centre.
Cirrus Conversation Analytics is natively available and integrates with your existing systems to automatically convert 100% of customer calls into searchable, actionable data.
Find out why your customers are contacting you. Advanced NLP and machine learning automatically analyse 100% of conversations to uncover spoken and unspoken intent and surface actionable insights.
Agent feedback has become a whole lot easier with automated quality monitoring and performance evaluation. Generate customisable scorecards based on 100% of interactions and get a complete full view of agent skills, compliance, and CX impact.
Find conversations using many filters and tools to customise what you see. Get the data you need from speech analytics, metadata, evaluation frameworks, and export options for easy analysis.
Detect and analyse sentiment triggers as conversations unfold. Supervisors can step in when required and coach agents on emotional intelligence.
Visualise every customer touchpoint on a map to spot friction and improvement opportunities more easily.
Redefine customer engagement powered by conversational intelligence from Cirrus’ Conversation Analytics. Decode the signals in every interaction to strengthen loyalty and make better data-driven decisions.