Infinity launches conversation analytics suite

Infinity Tracking Ltd has launched its Conversation Analytics suite, becoming the first UK call intelligence company to provide these services, the company said.

Infinity clients using Conversation Analytics will be able to analyse the speech on every call they receive, and efficiently enable companies to act on these insights at scale. This will allow them to identify calls where payments were made, when specific words or scripts were used, and redact sensitive data before a call is stored.

For years, Infinity has delivered pinpoint precision on the journey that led to a call. In more recent times, they have helped clients catalogue the outcomes of a call and how the relationship progressed. Now, Conversation Analytics unlocks the wealth of undiscovered insights that are contained within every single call.

The Telegraph have been using Infinity´s Conversation Analytics suite to identify when calls to their travel partners have resulted in a booking, enabling them to forecast revenue effectively and improve their customer journey.

Meanwhile, Flight Centre have been using the Conversation Analytics suite to help categorise the quality of calls they are receiving. This insight helps them know what aspects of their long-term website refresh are connecting with the audience they want to be reaching.

Infinity is a call intelligence company founded in 2011, and which grew aggressively since a GBP 10 million investment by Smedvig Capital in 2016. Its software and services analyse the conversations businesses have with their customers, enabling them to grow revenue while reducing marketing and operational costs.