Discover what happens during conversations with powerful Speech Analytics Software
Without having to listen in to every customer conversation, you can uncover the trends that will help you drive more calls, close more sales, and deliver better experiences.
Connect positive calls to marketing activities and optimise your mix
Monitor agent performance to end bad experiences and improve win rates
Nail quality assurance by spotting and nipping compliance issues in the bud
Save hundreds of hours by automating call monitoring
Conversation Analytics shines a light on the many truths trapped in every phone call you make or receive.
Want to see what Conversation Analytics will do for you?
32%
Reduction in cost per acquisition
44%
More sales
closed
66%
Reduction in on-call friction
How does Conversation Analytics work?
Conversation Analytics is a suite of advanced speech analytics tools. It automates call recording of 100% of the calls your contact centre agents make and take. You can then extract insights that will help you make smarter business decisions.
By connecting call outcomes to activities and behaviour, deciding where to spend, how to train your sales team, and how to increase customer satisfaction across the board is easy.
That’s why Infinity’s speech analytics tools play a critical role in the tech stack for marketing, sales, customer service, and contact centre teams all over the world.
The Infinity platform
Infinity empowers businesses to sell more, streamline operational processes, and optimise marketing budgets. Infinity is a cloud-based call intelligence platform, and an integral part of the technology stack for marketing, sales, and contact centres.
Integrating Conversation Analytics
into your tech stack
We've developed over 45 integrations with some of the world's leading tech providers. We work with businesses specialising in everything from behavioural analytics, bid management, and customer journey optimisation, to CRM, contact centre technology, and various other systems.
Infinity’s speech analytics tools are very flexible. Conversation Analytics generated immediate results, and helped us learn a ton things we didn't know before.
Mark Woodcock
Commercial Director, The Telegraph
The benefits of speech analytics for marketers
The advanced speech analytics tools in our Conversation Analytics suite help marketers spot and capitalise on emerging trends that usually get missed.
By tracking call outcomes and understanding what leads to the ones you want more of, Conversation Analytics will help you keep your campaigns relevant and cost-effective.
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.
Ace your call handling and close more deals
Uncovering critical insights with Conversation Analytics will help you transform agent performance and close more deals.
Using agent voice analytics makes it super easy to get granular with agent performance. Spot specific areas of improvement, and understand what it will take to get the best out of everyone in your team.
Armed with this intel, you can create completely tailored training sessions that will get your team firing on all cylinders – fast.
Working in a regulated industry like insurance or financial services? Conversation Analytics will flag potential breaches in real-time so you can nip compliance issues in the bud. As a result, you'll be able to reduce risk and improve training to nail compliance-friendly growth.
By tracking call outcomes at scale with one of the best speech analytics software solutions, you can work with your marketing team to make sure you’re not burning time on poor quality leads who aren’t ready to buy.
It’s been incredible to see the amount of data and insight we’ve been missing – Conversation Analytics has been hugely eye-opening to say the least.
Rachael Harker
Digital Performance Manager, Specsavers
Save hundreds of hours
by hanging up on manual
call monitoring
Manual call monitoring burns time and only gives you a fraction of the truth. Conversation Analytics will help you hear 100% of the story and make actioning critical insights easy.
With this intel, you can cut AHT, improve FCR, and get your contact centre running super efficiently.
Improve experiences for customers, and your contact centre team
Make every interaction much more rewarding for your customers and your team with Infinity's Conversation Analytics solution.
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.
The best speech analytics software for global businesses
Because we work with global businesses, we’ve made sure our product is available in over 75 territories worldwide.
This means you’ll understand how inbound calls are coming into your business from all over the world. We provide trusted local numbers, so you’ll see which marketing campaigns are performing well and driving sales in specific geographies.
Conversation Analytics features
AI enabled Call Summaries
Learn from your best
See what callers are really looking for and make sure your messaging speaks to it.
- Find all calls containing ANY words in seconds with Transcript Search
- Get AI-powered call summaries with call intent and outcome in just one click
- Incredible capability to significantly scale call monitoring and save tons of time
- Lots of use cases including training needs, research, and quality assurance
Payment identification
Discover the calls that drove instant revenue
Recognise the precise moments a caller gives payment details, enabling you to catalogue these converting calls for analysis and training.
Speedy set-up
Start seeing value immediately
Jump on the fast track to true audience insight with our built-in testing functionality and setup wizard. In minutes, you can spot the keywords that matter to you on all calls.
Scorecards
Perpetual improvement
Use custom-built scorecards to raise standards of service, success, and experience right across the board. These can be at agent, team, or company level.
- Rapidly improve agent performance
- Identify success traits
- Quick, easy access in one place
Spotlight
Constant discovery
Automatically highlight conversation trends before you know you have them. Use insights like these to improve service, refine your brand, and position your offering faster:
- Reduce customer acquisition costs
- Improve strategic agility
- Attribute specific conversions
Call outcomes
Pinpoint the difference
Define the key words or phrases that lead to the outcomes you care about. Identify, score and log these calls at scale to understand what drove those outcomes.
- Attribute outcomes to paid social and search activity
- Identify successful calls to train your call centre agents
- Optimise marketing tactics for improved ROI
Instant answers
What you want at your fingertips
Stop wasting hours of time listening to calls without finding what you’re looking for. Instantly find all calls with the outcomes and keywords you desire, plus the crucial moments.
Data redaction
Privacy protection is paramount
Detects and immediately removes sensitive details such as address and card numbers. Enabling you to record and store calls without compromising on privacy.
Talking points
Calmly improve first call resolutions
The mood of a caller and how an agent adapts to it can greatly impact a conversation. Talking points can identify the tone and eventual outcome of a call, enabling you to give nuanced training to contact centre staff.
Missing something?
Conversation Analytics is regularly updated and new features can be suggested via your customer success representative.
Conversation Analytics’ keyword spotting tool has a huge benefit, not only to identify sales, but also to highlight key themes and topics of conversation.
Cai Mullins
Head of Affiliates and Partnerships, Vodafone
Getting started is easy
Our dedicated team of Customer Success Managers and Support Specialists will work closely with you to make sure you get the best possible results from Infinity from day one.
We’re always on hand to provide solutions tailored to your specific use cases, and we offer ongoing support with regular training sessions to continuously drive value.
15 minutes
Deploy JS code to your site
Paste the JS code that powers our speech analytics tools into your website
30 minutes
Setup integrations
Use our range of 45+ integrations and easy-to-use API to get your insights where you need them
30 minutes
Testing completed by Infinity
Let our team verify that your installation and integrations have been set up correctly
2 - 3 hours
Set up Conversation Analytics
Set up your speech analytics tools in the Infinity Hub
Go live!
Elevate performance with Infinity. Receive game-changing insights from your first phone call.
Conversation Analytics pricing
Track, analyse, and optimise your calls with our advanced Conversation Analytics suite and flexible pricing. Whatever challenges your business faces, we're happy to dial up a package tailored to your needs.
New Product expansion
Kick-start your installation with keyword packs
Unlock value at lightning speed by plugging in keyword packs designed by some of the greatest minds in speech analytics.
Unlock value without lifting a finger
Pushed for time? Our award-winning Insights & Intelligence team are always on hand to help. They're here to help you get your hands on the business intelligence you need to make data-driven decisions whenever you them to.
The leading choice for brands and agencies across the world, we're rated 4.7 out of 5 stars on G2
Conversation Analytics: Your questions answered
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.
Conversation Analytics playbooks
Learn how to get started with speech analytics tools
Download the playbooks to uncover how Conversation Analytics answers some of the most common questions that marketing and contact centre teams have.
Ready to make more good calls?
Call us today on +44 3892 2600
Book a demo
With a quick demo, you'll learn how AI powered speech analytics tools will transform your decision making