Most organisations are only learning from a handful of contact centre conversations. With FourNet’s Interaction Analytics consultancy, you can analyse every conversation in real time. From wrap-up automation to vulnerability detection, speech analytics, and live agent prompts, we help you reduce effort, mitigate compliance risk and improve outcomes across every channel.
We work with some of the UK’s most complex organisations to help them surface insight, uncover inefficiencies and embed real-time intelligence across their contact centres.
Our conversation analytics offering goes beyond dashboards and ROI calculators. Our goal is to transform performance, support agents and drive measurable improvement from day one. Whether you're tackling QA inefficiency, compliance risk, or poor call conversion, we bring the expertise, tools and operational understanding to make the difference.
From automating quality management processes to detecting regulatory risks and reducing admin, our consultancy shows you where interaction analytics can have the biggest impact.
When budgets are tight, it's harder than ever to find the time or resource to improve how your teams work. Manual quality assurance processes are slow and inconsistent. Admin tasks like wrap-up steal time from customer conversations. And getting a full view of performance often means cobbling together reports from multiple systems.
When your contact centre handles thousands of conversations every day, understanding why some calls succeed and others don’t isn’t always straightforward. Agent performance varies across teams, and it’s hard to pinpoint what’s working. Objections derail momentum, and traditional contact centre KPIs often miss the detail that matters most.
When you're under regulatory pressure, missed language, tone or process steps can carry real consequences. But with thousands of interactions each week, it’s impossible to manually monitor everything and easy to miss signs of vulnerability, non-compliance or Consumer Duty breaches.
Use Generative AI to automatically summarise every customer interaction. Reduce average handling time, improve data accuracy, and give agents more time to focus on customer needs.
Automate quality assurance for contact centres while improving visibility across your agent population. Enable agents to self-coach and help new starters reach competency faster.
Automatically detect customer vulnerability, flag compliance risks, and identify when agents may need extra support, all while a conversation is happening.
Identify high-performing sales and collections tactics using speech analytics, then distribute successful approaches across your teams in real time.
Monitor every interaction for compliance with regulatory standards, including, FCA Consumer Duty. Surface blind spots and trigger alerts to reduce regulatory risk.
Use interaction analytics to understand demand drivers, track programme performance, and support long-term contact centre transformation.
Trigger back-office automation workflows in real time using voice analytics and natural language cues, with a human in the loop where needed.
Use analytics to predict CSAT, NPS, customer effort, or C-MeX scores, and identify customers likely to need additional support.
Why Leading Brands Choose FourNet
We’ve delivered award-winning customer experience transformations across Government, housing, utilities, and regulated industries, helping clients achieve measurable results quickly and sustainably.
£950k
saved annually
90%
reduction in call wait times
84%
more calls answered per paid hour
4,000
more customer queries resolved weekly
50%
reduction in call abandonment rates
90%
CSAT score
12%
reduction in AHT
50%
reduction in paid sickness
Speak to us about Interaction Analytics
Contact us today to discover how Interaction Analytics can transform your organisation. Get insights on products, pricing, and how we can help you achieve your business goals.
Technology Capabilities
Post Call Speech Analytics
VoiceAnalytics offers automated quality management and enhances contact centre performance with advanced voice and emotion recognition. Integrating seamlessly with CRM and TNPS systems, it utilises predictive analysis and machine learning to provide actionable insights. This tool helps in understanding customer sentiments and improving overall service quality.
Real Time Speech Analtics
AgentAssist empowers agents with real-time guidance on speech styles, emotions, and compliance requirements. By reducing average handle time (AHT) through automated content links and script advice, it ensures efficient call resolution. The tool also provides alerts to both agents and supervisors, facilitating immediate action and continuous improvement.
Omnichannel Analytics
Interaction Analytics deepens customer relationships by analysing voice and text-based interactions across all contact channels, including email, chat, and social media. This comprehensive solution allows for a unified view of customer interactions, ensuring consistent service quality and enhancing customer satisfaction.
Speech Analytics FAQs
Speech analytics involves analysing recorded calls to gather valuable customer insights. This technology uses AI and machine learning to identify trends, emotions, and key phrases, helping improve customer service, agent performance, and overall operational efficiency.
Speech analytics enhances customer experience by identifying common issues and sentiments, allowing businesses to address problems proactively. It helps in understanding customer needs and preferences, leading to personalised and improved service delivery.
The benefits include improved agent performance through real-time feedback, enhanced customer satisfaction by addressing issues quickly, better compliance with regulatory requirements, and valuable insights for strategic decision-making.
Speech analytics ensures compliance by monitoring interactions for adherence to regulations and company policies. It can identify non-compliant behaviour in real-time, enabling immediate corrective actions and reducing the risk of fines.
Yes, speech analytics solutions like VoiceAnalytics, AgentAssist, and Interaction Analytics can seamlessly integrate with existing CRM systems, knowledge bases, and other contact centre technologies, enhancing their functionality and effectiveness.
What kind of data does speech analytics provide?
Speech analytics provides data on customer sentiment, call duration, keywords, phrases, compliance breaches, and overall interaction quality. This data helps in understanding customer behaviour, improving service, and training agents.
No, speech analytics can benefit contact centres of all sizes. Whether you have a small team or a large operation, the insights gained from speech analytics can significantly improve customer interactions and operational efficiency.
