By Appointment to
His Majesty The King
Contact Centre Service Software
Cirrus Response Ltd
Epsom

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Complex issue resolution

This call could go brilliantly… or blow up in 30 seconds.

Cirrus helps your team keep calm and turn even the most complex issues into a resolution.

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When the easy answers run out, your team shouldn’t

Some calls are just harder. A service failure, or a vulnerable customer in distress are never just ‘wrap it up in 90 seconds’ moments. Cirrus provides live support and real-time insights that build confidence, even in the tough moments.

Here for when things are hard:

Agent guidance for difficult situations

When emotions run high, agents (and customers!) need more than a script. Contextual prompts give reminders of the right processes, next best actions and even suggested phrases, so agents are always confident, and compassionate, no matter the scenario.

Specialist knowledge, instantly

Whether it’s how to manage bereavement billing, pause payments, or flag a vulnerability, the right knowledge is pulled together instantly — no searching, no leaving customers on hold.

Sentiment tracking that pre-empts trouble

Our AI reads tone and signals in real time, so agents can adapt their approach before a tricky situation becomes something worse.

Learning from the toughest calls

Analytics highlight how the best agents handle complex cases, turning difficult conversations into training opportunities for the whole team.

Manager support that doesn’t break flow

Supervisors can monitor key conversations and step in silently when needed, giving reassurance and guidance exactly when it’s needed.

What that means for your team and customers:

Sensitive issues handled with care, consistency, and confidence.
Faster resolutions to unusual queries, without agents scrambling for answers.
Reduced escalations thanks to better-prepared frontline staff.
Empowered agents who feel supported tackling even the hardest conversations.
Customers who feel understood and respected during their most difficult moments.