Conversational intelligence
Conversational intelligence transforms every customer interaction into practical insight, helping your teams deliver faster, smarter, confident services.
Transform every interaction with conversational intelligence
Every conversation holds value. Conversational intelligence unlocks it.
By analysing 100% of your customer interactions across voice, chat and email, your teams gain a clear view of what’s happening and why. Contact centres reduce repeat contacts, service desks resolve issues faster, and sales teams uncover missed opportunities.
Ultimately, conversational intelligence is productivity without compromise, and next-level insights with no complexity. Even better, it’s all powered by technology that fits around the tools your teams already use.
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Essential tools that elevate every customer conversation
When every interaction becomes measurable and searchable, performance lifts across the board and visibility turns small improvements into major gains. Conversational intelligence software helps:
- Reduce customer churn by up to 30%
- Increases first contact resolution by more than 50%
- Time spent on QA and admin can fall by 77%
On top of that, through sentiment-led coaching and more consistent service, you’ll also see improvements to CSATs!
Conversational intelligence tools remove manual work and replace guesswork with dependable insight. As accuracy improves and compliance occurs naturally in the background, these enhancements can appear from day one.
Speak to an expertBuilt to make AI conversations work for you
Real insights from real conversations
Analyse every interaction automatically and understand what’s driving demand, dissatisfaction and repeat contact without manual QA.
Boost sales performance
Spot buying signals, missed opportunities, and product interest during service calls to support better conversion and upsell.
Improve customer satisfaction
Identify frustrations early, act on emerging trends, and strengthen first-contact resolution using clear, sentiment-led insight.
Support agent development
Give all your agents fair, evidence-based coaching that highlights strengths and offers practical next steps for improvement.
Ensure quality and compliance
Monitor adherence to scripts and disclosures automatically and surface any risky interactions instantly so you stay audit-ready.
Drive smarter decisions
Get a complete picture of your customer conversations that guides planning, reduces cost, and improves service across your business.
Intelligent features built to power better customer experiences
Conversational intelligence AI brings together the essential services your teams need to perform at their best. Our AI analytics engine transcribes and analyses every call, email and chat with incredible accuracy, with real-time coaching prompts supporting agents in the moment.
Concise dashboards and reporting give leaders a single view of performance, sentiment and trends, with automated QA scoring and compliance checks removing the need for manual input.
Plus, topic detection and root cause analysis reveal what’s driving demand, so you’re always one step ahead of the curve.
In a nutshell, everything is unified within a conversation intelligence platform. Everything integrates cleanly, from CRM and CCaaS to your existing tools.
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Enhance every interaction with Focus Group
Conversational intelligence should work quietly, yet powerfully in the background. That’s exactly what Focus Group delivers. We deploy quickly, integrating into the systems you already trust, without disruption. Your teams can keep using their established workflows while gaining sharper insight, faster coaching and stronger performance.
With support from specialists across the entire UK, we’ll understand your sector through and through, and see value from day one.
From discovery through to optimisation, Focus Group helps you turn conversations into measurable outcomes: higher satisfaction, lower cost-to-serve, and a more predictable, easier-to-manage operation.
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Frequently asked questions
What is conversation intelligence?
Technology that analyses customer interactions to reveal patterns, intent, sentiment, and opportunities for improvement.
What is conversation intelligence software?
A platform that records, transcribes, and analyses calls or chats to deliver actionable insights for sales, service, and coaching.
How is conversational intelligence designed for your team?
It adapts to your workflows, highlights relevant behaviours, guides coaching, and supplies insights that match your team’s goals and skill levels.
What is the result of using conversational intelligence?
Higher win rates, improved customer experience, better coaching, and clearer visibility into what truly drives successful conversations.
What is conversational intelligence used for?
Sales optimisation, agent coaching, quality assurance, customer experience improvement, and identifying trends hidden in everyday interactions.
What is the difference between Pro and Lite?
Lite offers core transcription and basic insights; Pro adds advanced analytics, coaching tools, dashboards, automation, and deeper performance intelligence.
