Make more good calls with Conversation Analytics

Conversation Analytics instantly identifies the recorded calls with the outcomes you care about most. Paired with call tracking, you can connect those calls to the activities that led to them. See which campaigns, channels, and keywords are most effective, and invest in what works best to eliminate waste and drive down your CPL.

When a customer picks up the phone, they’re going to give the unfiltered truth. No bias, no skew – just an honest account of what’s motivating or frustrating them, as well as the products they’re most interested in and why.

Conversation Analytics makes it easy to get your hands on this invaluable customer data. With it you can optimise messages, improve your collateral, and make it as easy as possible for customers to get their hands on the information they need and progress through your pipeline.

Bad experiences stick with customers.

Conversation Analytics highlights the friction points along your customer journey that are damaging your brand and conversion rates. Once you know where they are, you optimise engagement at every touchpoint to keep your pipeline flowing smoothly.

Spot the cause of unnecessary friction so you can drive the change needed to improve call handling and your NPS. Improve customer satisfaction, help your team have easier conversations, and win more in the process.

Use granular performance insights to give more rounded feedback, tailor training, and keep your agents engaged so they stay in your team for longer.

Conversation Analytics a suite of AI-powered speech analytics tools. While our Call Tracking technology tells you what led to a call, Conversation Analytics tells you what happened on the call, at scale.

Marketers who need to understand their marketplace and customers, and want to improve the quality of the calls they drive while reducing cost.

Sales leaders who want to improve agent performance and close rates.

Call centre leaders looking to improve efficiency and quality of service who want to get insight fast.

Compliance managers who want a simple way to flag potential breaches and identify training needs.

CX professionals who want to get their hands on the data they need to optimise interactions along the customer journey.

Conversation Analytics automatically monitors and transcribes every call your team make and receive. By analysing the language used in conversations, it’s able to report on key trends in conversations and their outcomes so you can connect the calls that are leading to sales with the activities that have driven them.

Monitoring calls and analysing conversations with speech analytics tools is critical if you want to drive results. If you want to know how call monitoring will benefit you, you should check out our Ultimate Guide To Call Monitoring.

But if you’ve not got time to read the full post, here’s a summary:

For marketers:

Analysing conversations to enrich your strategy with authentic customer insights. Dive deep into the conversations and pinpoint those trends and high-conversion keywords that unlock the gates to highly targeted and effective campaigns. It's the cornerstone for streamlining the customer journey and ensuring a consistent experience at every touchpoint. Real data, real results.

And the icing on the cake? By tracking call outcomes and linking high-value leads directly to your marketing campaigns, you can show the true impact of your work and make your optimisation efforts a whole lot easier.

For sales leaders:

Identifying those magical keywords that trigger conversions and sharing that insight with all your agents will make a huge difference to your closed-won figure. Conversation Analytics provides a treasure trove of information to sharpen agent training and boost their performance.

For call centre leaders:

Call monitoring tools like Conversation Analytics are key to optimising processes and performance.

Understanding what happens during calls will help you identify opportunities for improvement. When you know what they are, improving call quality, reducing AHT, and nailing FCR becomes a breeze.

For CX champions:

Analysing calls with speech analytics tools will help you identify and pre-emptively resolve pain points, so you can create exceptional experiences for your customers. More importantly, it allows you to evolve your strategies based on a complete data set, rather than a slice of the truth, so the changes you make will have the power to make NPS soar.

Traditional call monitoring methods are very time-consuming, expensive, and often don’t provide the insights you need to make informed decisions around effective agent training.

Because automated call monitoring tools like Conversation Analytics summarise the outcomes of all the calls your business makes and takes, you don’t need to burn your time or pay someone else for theirs.

You won’t be missing out on any parts of the puzzle either because it’s always working once it’s switched on. Making it super quick and easy to get your hands on actionable insights that will help you make improvements across the board.

The speech analytics tools in our suite can surface insight in real-time. If you’re looking to get insight fast, you can add rocket fuel to your reporting by working with our Insights & Intelligence team.

The speech analytics tools in our Conversation Analytics suite identify and redact sensitive data from calls to avoid misuse.