Make more good calls with Conversation Analytics

Uncover the insights shared during conversations with Conversation Analytics and use them to market more efficiently, sell smarter, and run your contact centre like a well⁠-⁠oiled machine

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.

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.

Conversation Analytics features

Al-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 Al-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 an agent, team, or company level.

• Rapidly improve agent performance
• Identify success traits
• Quick, easy access in one place

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.

Missing something?

Conversation Analytics is regularly updated, and new features can be suggested via your customer success representative.