Each customer engagement is packed with insight that could help transform your sales tactics, marketing strategy, or quality of service. What could you do with that insight if you could capture it, harness it, and learn from it? It's time to find out...
Infinity's Conversation Analytics suite shines a light on the many truths contained within each phone conversation you have with your callers. Use this for smarter attribution, strategic agility, and training phone agents faster.
While our Call Tracking technology tells you what led to a call, Conversation Analytics tells you what happened on the call, at scale.
Unparalleled insight into the true thoughts and actions of your customers.
Discover what's leading to closed sales and multiply your successes.
Deliver a smoother experience that delights every time.
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:
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.
Recognises the precise moments when a caller gives payment details, enabling you to catalogue these converting calls for analysis and training.
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.
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.
Detects and immediately removes sensitive details such as address and card numbers. Enabling you to record and store calls without compromising on privacy.
The mood of a caller and how an agent adapts to it can greatly impact the outcome of a conversation. Sentiment Analysis can identify the sentiment of a call as well as its eventual outcome, enabling you to give nuanced training to contact centre staff.
"Keyword spotting has a huge benefit, not only to identify sales, but also to highlight key themes and topics of conversation."
"The results are immediate, and we are learning things we didn't know before."
"It makes it easy for our marketing and operations teams to isolate and understand certain types of enquiry."
Download the playbooks to uncover how Conversation Analytics can answer some of the most common questions that marketing and contact centre teams have.