Indispensable quality analytics
Get insights from every single customer-agent interaction, helping you improve customer experience and team performance.
Hear what your customers are saying with Quality Analytics
Every customer interaction is a chance to learn something new—about what they need, how they feel, and where you can improve. Quality Analytics takes those moments and turns them into clear, actionable insights, so you’re never left guessing.
Why Cirrus Quality Analytics Matters
Your customers’ voices hold the key to making smarter, faster decisions. With Quality Analytics, you can see exactly what happens in each interaction, from the sentiment behind the words to the important metrics like call duration, silent time and the use of key phrases. It’s about turning insights into action—so you can train smarter, improve faster, and keep raising the bar.
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.
Our latest posts
Filter
Take your contact centre to the next level
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?
FAQ’s
1. What is Quality Analytics, and why is it important?
Quality Analytics provides comprehensive insights from 100% of customer-agent interactions. It helps improve agent performance and decision-making through customer data analysis and contact centre analytics.
2. How does Cirrus Quality Analytics improve agent performance?
By analysing every interaction with agent analytics, Cirrus Quality Analytics provides real-time feedback and automated scorecards, allowing for targeted coaching and skills development
3. What kind of data does Quality Analytics capture?
Cirrus Quality Analytics captures call duration, silent periods, sentiment, and intent, among other key metrics. It leverages customer journey analytics tools to visualise customer interactions across multiple touchpoints.
4. Can Cirrus Quality Analytics integrate with my existing systems?
Yes, Cirrus Quality Analytics integrates seamlessly with your current CRM and business tools, providing unified customer analytics and reports in a single platform.
5. How does Quality Analytics improve the customer journey?
By capturing and analysing customer journey analytics, Cirrus helps identify friction points and opportunities for improvement, leading to enhanced customer satisfaction and loyalty.
6. What channels does Cirrus Quality Analytics support?
Cirrus Quality Analytics supports omni-channel interactions, including voice, chat, email, and social media, unifying all data into actionable insights through call centre analytics.
7. How do I get started with Cirrus Quality Analytics?
Contact us today to request a demo and discover how Cirrus Quality Analytics can transform your customer service and call centre operations.
