Indispensable quality analytics
Quality analytics extracts insights from 100% of customer-agent interactions to drive better experiences and performance.
Unlock your customers’ voice with Quality Analytics
In the world of customer service, every interaction matters. We understand that your customers’ feedback is more than just data; it’s a goldmine of insights. That’s why we’ve developed Cirrus Quality Analytics – to transform customer interactions into valuable learning opportunities.
Why Cirrus Quality Analytics Matters
Quality Analytics is your window into customer-agent interactions. By harnessing AI, it offers a detailed look at essential metrics and KPIs critical for evaluating agent performance. Delve into metrics such as silent duration, talk time, and keyword usage, while also capturing the sentiment and intent behind every call. With detailed, easy-to-understand reports, Quality Analytics brings clarity and ease to decision-making, enhancing training and elevating customer service standards.
Key features of Quality Analytics
Cirrus Quality Analytics is natively available and integrates with your existing systems to automatically convert 100% of customer calls into searchable, actionable data.
Intent analysis
Find out why your customers are contacting you. Advanced NLP and machine learning automatically analyse 100% of conversations to uncover spoken and unspoken intent and surface actionable insights.
Automated scorecards
Agent feedback has become a whole lot easier with automated quality monitoring and performance evaluation. Generate customisable scorecards based on 100% of interactions and get a complete full view of agent skills, compliance, and CX impact.
Advanced Search
Find conversations using many filters and tools to customise what you see. Get the data you need from speech analytics, metadata, evaluation frameworks, and export options for easy analysis.
Real-Time Sentiment Analysis
Detect and analyse sentiment triggers as conversations unfold. Supervisors can step in when required and coach agents on emotional intelligence.
Customer journey analytics
Visualise every customer touchpoint on a map to spot friction and improvement opportunities more easily.
Benefits of choosing Cirrus Conversation Analytics
100% Interaction Analysis
Modern speech analytics collects, processes, and analyses the data present in 100% of customer conversations.
Real-time Sentiment Tracking
Monitor sentiment changes throughout calls to understand feelings and responses.
Automated Intent and Category Detection
Machine learning accurately detects patterns to categorise interactions and reveal customer intents.
Omni-channel Data Unification
Unify insights from voice, chat, email, and other channels into customisable reports.
Customised Evaluation Scorecards
Build targeted scorecards aligned to your requirements and objectives for consistent, objective agent evaluation.
Intuitive Data Visualisations
Intuitive dashboards transform volumes of conversation data into clear, actionable business intelligence.
Cost and Efficiency Improvements
Eliminate process waste and hidden inefficiencies with a streamlined quality management process. Advanced analytics and automation free up resources to focus on critical priorities.
Root Cause and Intent Analysis
Uncover underlying causes of repeat calls and customer dissatisfaction by analysing patterns in customer journeys and exposing true intents.
Enhanced Agent Performance and Coaching
Comprehensive analytics provide visibility into 100% of interactions to accurately evaluate agent skills. Targeted feedback and coaching opportunities then optimise skills.
Unlock the voice of your customer with Cirrus’ Quality Analytics
Redefine customer engagement powered by conversational intelligence from Cirrus’ Quality Analytics. Decode the signals in every interaction to strengthen loyalty and make better data-driven decisions.
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Cirrus Contact Centre is not only built by us, but also by our users. We listen to our users and integrate their feature requests on a regular basis. Why not get in touch and find out how Cirrus can help your business?
