You hear thousands of customers a week, but only find out what is wrong when it becomes a complaint.
Know what your customers are really telling you
Every call, chat and message holds the reason customers stay or leave. We set up analytics that cover all of it, not a small sample, so you fix problems early, coach with real examples and have the evidence ready when your regulator or board asks.
Calls, chats and messages togetherEvery one searchable
Rising topic: delivery delays up 40% since Monday
Trusted by teams where every conversation counts
Sound familiar?
What leaders told us about their conversations before we started
In their own words, from organisations we have spoken to this year. Plenty of data, very little insight, and the risk of missing what matters.
“We don't really have a view of what the quality is, unless customers come back to us and say, I've had a terrible experience.”
Customer experience lead, infrastructure group
“The majority that we find that haven't recorded, we find because we're looking for them, or because of spot checks.”
Head of IT, wealth management
“We're using sentiment analysis after the effect... Whereas if we could get sentiment analysis, this conversation's going down the toilet, let's call a supervisor in quickly.”
Head of IT, fintech
“If a customer asks for that call recording, I just want to be able to go on there, press a button, and I can hear that.”
Customer care manager, housebuilder
“We've got to move forward with it, and if we don't, then we are going to fail compliance at some stage.”
Customer care manager, housebuilder
“You've got AI running in the background for transcript, why don't you use it?”
Contact centre lead, housing association
What changes?
One unhappy customer, two very different weeks
Checking a small sampleFound 3 weeks later
Monday: a customer calls, upsetMentions money worries. The call is not in this week's sample.
Wednesday: calls againA different agent, no flag, the same answer.
Next week: a formal complaintNow it is urgent, and the team go looking for recordings.
3 weeks later: the regulator asksNobody can show what was said or when it was spotted.
Every conversation understoodFlagged the same day
Monday: vulnerability flaggedPicked up on the first call and passed to a specialist.
Tuesday: coaching on a real exampleThe team lead shares the call with the agent, clip and transcript attached.
Friday: the cause fixedA policy letter that confused customers is rewritten. Similar calls fall.
Illustrative example
Who feels the difference?
Insight for everyone who shapes the customer experience
Why customers really get in touchContact reasons tracked, so you fix causes, not symptoms.
Early warning on problemsRising topics and complaints spotted within days, not months.
Evidence for the boardClear reports on sentiment, resolution and what changed.
Decisions backed by dataInvestment aimed where customers feel it most.
Where does AI fit?
AI that listens to every conversation, so your people do not have to
Transcribed and searchableEvery call and chat turned into text you can search in seconds.
Sentiment and topics trackedHow customers feel and why they call, measured across every channel.
Vulnerability spotted as it happensSigns of difficulty flagged live, with the right person alerted.
Governed from day oneRecording, consent and retention set up where your regulator expects.
Live callInbound, 14:02AI agent
CallerI lost my job last month and I cannot make this payment.
Identity verifiedVoice match and date of birth0:18
Reason capturedPayment holiday request0:31
Vulnerability flaggedMentions a recent job lossPriority0:40
Passed to a specialistSummary and notes attached, nothing asked twice0:52
Logged to the audit trail. Illustrative example.
20%shorter calls at Bromcom
100%of calls quality checked at MBS
Client result100%of client conversations recorded at Harrison Drury.
We're always constantly trying to validate the conversations that our sales team are having. And we can say, actually, this is an objective AI evaluation of the calls.
Customer experience leadInfrastructure group
More client results
Answer100% of calls
Shortencalls by 20%
Reduceteam admin by 80%
Cutcost per contact by 30%
Why they chose us
“Thank you for all your help and support. You've made it a really easy process for us.”
Customer experience lead, infrastructure group
“We need some CX specialist support... It's a housing association at the end of the day. It's not a CX company.”
Contact centre lead, housing association
“We've never done it before, and we don't really have any down times. That's why I asked you to help us with it.”
IT lead, facilities management company
Which platform?
Insight you will actually use, not another dashboard
Most platforms now offer analytics. The hard part is setting them up to answer your questions, joining them to your systems and making sure people act on what they show. We choose, configure and run it with you.
Set up around the questions your board and regulator ask
Joined to your telephony, CRM and case management
Tested on your own calls before you commit
Supported after go live, so insight turns into action
Analytics built into your platform
AI and compliance specialists
Plus specialist recording tools
How does a project run?
A proven approach, shaped by more than 150 projects
01
Listen
We review a sample of your real conversations to find what you need to know and what you are missing today.
02
Choose
A costed shortlist of tools that fit your channels, systems and rules, with the risks spelt out.
03
Set up
Topics, scorecards and alerts built around your questions, tested on your own calls.
04
Act
We stay on to turn insight into changes, and report on what improved each month.
What do people ask?
Common questions
Is this only for contact centres?
No. It works for any team that talks to customers, from service and sales to fee earners and front desks.
Do we need to record every call?
To get the full picture, yes. We help you set up recording, consent and retention the right way.
How accurate is it?
Transcription is now very reliable. We test on your own calls first, so you see the accuracy before you commit.
Can it work with our current system?
Often, yes. Many analytics tools connect to existing telephony. We tell you upfront where the limits are.
Not sure where to start?
First steps that meet you where you are
Start here
The conversation scorecard
3 minutes, free
Ten questions on how customers reach you, what gets recorded and what you could evidence tomorrow.
Rather talk it through? Mark Taylor, founder, will give you 30 minutes, no sales pitch.Book a call or email us