Put every conversation to work.
Conversation analytics touches every part of the contact centre — quality, speed, coaching, onboarding, automation and insight. Here is where teams like yours get value.
Who we help
Contact centre & CX leaders
Full visibility into quality, handle time and contact drivers across every team, site and language. Deliver the same service level everywhere.
Quality & compliance teams
Score 100% of conversations against your scorecard. Prove disclosures on every regulated call, catch mis-selling early, and handle vulnerable customers with auditable care.
Sales leaders
See what actually wins deals across every conversation, and reinforce it live with real-time prompts and objection handling.
Operations & BI teams
Rank the topics driving inbound volume by cost, cut avoidable contact, spot churn signals early, and feed structured customer insight to product and marketing.
Agents
No more wrap-up typing, answer-hunting or unfair spot-checks. Automatic summaries, instant knowledge, live guidance and feedback based on all your work — not one bad Tuesday.
Service quality & consistency
Score 100% of conversations, not a sample
Automated quality evaluation scores every call, chat and email against your scorecard — so QA is fair, complete and free of blind spots.
Deliver the same service level everywhere
Compare quality, resolution and tone across teams, sites and languages on one view — and close the gaps that leave service uneven.
Prove disclosures on every regulated call
Automatically check every relevant conversation for mandatory disclosures, consent and correct process — each result auditable against the transcript.
Catch mis-selling before it escalates
Flag conversations with mis-selling signals for review before they become complaints or audit findings — across every call, chat and email.
Spot vulnerable customers and act with care
Surface conversations with vulnerability indicators so customers in hardship or distress are handled — and audited — with appropriate duty of care.
Speed & efficiency
Cut after-call work with automatic summaries
Auto-generate a structured summary and CRM note for every call, chat and email — so agents stop typing wrap-ups and handle the next customer sooner.
Reduce repetitive, avoidable contact
Rank the repetitive topics driving inbound volume by cost, then fix the root cause or deflect to self-service instead of answering forever.
Improve first-call resolution
Detect repeat contacts and the reasons behind them, then fix the process or knowledge gap that makes customers call back — raising first-call resolution.
Reduce dead air and call silence
Measure silence per topic and per agent to expose the tooling and knowledge gaps that inflate handle time — then fix what causes the pauses.
Route contacts by intent, not menus
Use detected topics and intents to send each contact to the right queue and prioritise urgent cases — cutting transfers and time-to-right-agent.
Better work & work–life balance
Coach on evidence, not anecdotes
Score every conversation so team leads coach on real trends and recognise genuine strengths — fair feedback that agents accept and act on.
Reduce agent burnout and attrition
Automate note-taking, summaries and answer-hunting so agents spend less time on admin and more on the customer — easing the load that drives attrition.
Guide agents live, in the conversation
Real-time assist surfaces the next best action and the right answer during the call — so agents handle queries confidently without juggling systems.
Balance workload across the team
Trend conversation volume by topic, channel, time and language to plan staffing and even out load — fewer overload spikes and steadier schedules.
Recognise great work, fairly
Surface high-scoring, high-empathy conversations for recognition and training — so praise reaches everyone, not just whoever gets watched.
Onboarding, knowledge & enablement
Onboard new agents faster with real calls
Train new hires on your top-scoring, real conversations by topic — with scored feedback from day one — to reach full productivity sooner.
Give agents instant, correct answers
An AI knowledge base agent returns the right, current answer grounded in your documentation — so answers are consistent and hold time drops.
Build training from real conversations
Mine real calls, chats and emails for the questions customers actually ask — and turn them into up-to-date training and FAQs that close knowledge gaps.
Stabilise a product launch faster
Track launch-related topics, confusion signals and silence in live conversations to spot enablement gaps within days — not after the damage is done.
Spread best practice across every site
Compare what top performers do across languages and sites, then codify it into guidance for all — so a great approach spreads instead of staying local.
AI-automated support
Design self-service around real demand
Build chatbots and self-service on what customers actually ask, not assumptions — so containment rises without hurting satisfaction.
Draft accurate replies for agents to send
Generate context-aware draft replies from your knowledge and history — agents review and send, cutting response times without losing quality.
Keep FAQs current in customers' own words
Cluster real questions from calls, chat and email to generate and update FAQs that match how customers actually ask — so fewer of them call.
Insight discovery
Turn everyday conversations into insight
Aggregate demand, complaints, feature requests and sentiment from real conversations — and feed structured customer insight to teams that need it.
Hear churn risk before customers leave
Flag churn-risk language — competitor mentions, cancellation intent, repeated frustration — in real conversations, so retention can act early.