Indispensable quality analytics
Quality analytics extracts insights from 100% of customer-agent interactions to drive better experiences and performance.
In the world of customer service, every interaction matters. We understand that your customers’ feedback is more than just data; it’s a goldmine of insights. That’s why we’ve developed Cirrus Quality Analytics – to transform customer interactions into valuable learning opportunities.
Quality Analytics is your window into customer-agent interactions. By harnessing AI, it offers a detailed look at essential metrics and KPIs critical for evaluating agent performance. Delve into metrics such as silent duration, talk time, and keyword usage, while also capturing the sentiment and intent behind every call. With detailed, easy-to-understand reports, Quality Analytics brings clarity and ease to decision-making, enhancing training and elevating customer service standards.
Cirrus Quality 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’ Quality Analytics. Decode the signals in every interaction to strengthen loyalty and make better data-driven decisions.