Conversation Analytics

The hidden truths in every call

Infinity's Conversation Analytics suite unlocks the wealth of insights contained within each phone conversation you have with your callers. While our Call Tracking technology tells you what led to a call, Conversation Analytics tells you what happened on the call, at scale.

Keyword Spotting Find the calls that matter

Keyword Spotting in the Conversation Analytics suite automatically finds every call mentioning a topic or group of words. Calls can be catalogued and searched automatically, at scale, and within your custom parameters. Tasks that would take days to do manually can be done momentarily.

Payment Identification Pinpoint your payments

Locate and analyse converting calls immediately with Payment Identification. Automatically see when a booking or purchase was made on a call, reduce manual work, and discover what tactics are generating revenue.

**Mark Woodcock**
Commercial Director | Travel, The Telegraph

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Data Redaction Privacy protected

Whenever sensitive details, such as a credit card number or address, are mentioned on a call they are immediately removed from storage. This means you can store your call recordings and transcriptions with Infinity while ensuring the caller's private details are not compromised.

Empower phone agents

Manually listening through phone calls to find what's working and what needs work is a time-heavy task. Infinity's Conversation Analytics suite plays an important role in helping contact centres optimise their performance.

Language identification on calls for legal and brand purposes
Discover traits common to successful calls
Train phone agents faster
Identify sentiment by caller and agent throughout calls

**James Boyle**
Head of Digital Marketing | Flight Centre

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Call intelligence can be transformational to your business. Contact us today.

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