Housing
Repairs and tenancy calls, repeat contacts and residents who need extra support.
The FCA has said MI alone won't show whether customers got a good outcome. The evidence is in your calls. We help you find it.
The FCA has said MI alone won't show whether customers got a good outcome. The evidence is in your calls. We help you find it.
The FCA found only 4 in 10 people showing signs of vulnerability have told any of their financial providers. For everyone else, the clues are in the call: a missed shift mentioned in passing, a recent bereavement, someone who isn't sure what they've signed up to. We help you decide what should be flagged and who needs to see it.
The FCA found only 4 in 10 people showing signs of vulnerability have told any of their financial providers. For everyone else, the clues are in the call: a missed shift mentioned in passing, a recent bereavement, someone who isn't sure what they've signed up to. We help you decide what should be flagged and who needs to see it.
We start with your team leaders and a sample of your real calls, in order to understand what needs to happen to benefit you and your customers.
Together we turn your process, scripts and regulatory duties into scorecards, categories and risk triggers.
Insights360 plugs into the telephony you already use. No new phone system, provided your calls are recorded.
We review results with you, tune what gets flagged, and keep adjusting as your priorities change.
Overview of your call centre performance and key metrics at a glance
Status distribution across all calls in period
Pass rate per QA rule
Sentiment breakdown across calls
30 Sept 2026 at 10:42 · 6:12 duration · Claims
Automated analysis of the call
Third contact on an escape of water claim; customer frustrated by missed callbacks, agent booked an assessor and committed to a callback by 4pm.
Customer anxious and frustrated early on, settling once a firm commitment was made. Agent calm, apologetic and clear throughout.
Agent to call customer by 16:00 with assessor confirmation [3:30]
Claims team to review why earlier callbacks were missed [0:11]
Customer circumstances to be reviewed under vulnerability policy [2:47]
Quality assessment against defined rules
Rules passed 4 of 5
Rules failed 1
Performance and engagement data
Recommendations for improvement
Flagged automatically, for a person to review
Customer sentiment refers to the emotions, attitudes and opinions customers express about a brand, product or service during interactions. By analysing customer conversations, organisations can understand whether experiences are positive, negative or neutral and identify opportunities to improve service.
Understanding customer sentiment helps organisations identify dissatisfaction earlier, improve service quality and respond more effectively to customer concerns. By analysing how customers feel during interactions, teams can address issues before they escalate and improve overall customer experience.
Customer sentiment can be measured by analysing customer feedback from surveys, reviews and recorded conversations. Conversational intelligence platforms use artificial intelligence to analyse interactions at scale and identify sentiment patterns across thousands of conversations.
Customer sentiment analysis tools typically use artificial intelligence and natural language processing to analyse conversations, feedback and customer interactions. These tools can detect emotional signals, recurring issues and communication trends within customer conversations.
Companies use AI-powered conversational intelligence platforms to analyse recorded calls and transcripts. These systems evaluate language, tone and context within conversations to identify patterns such as customer frustration, satisfaction or service issues.
Yes. AI-powered conversational intelligence platforms can analyse recorded customer service calls to identify patterns such as customer sentiment, recurring issues, communication quality and potential compliance risks. By analysing conversations at scale, organisations can gain insight into service performance and customer experience.
Yes. Insights360 analyses every recorded call, so instead of relying on a small sample, you can see how customers are actually being treated across the whole book. It flags calls where outcomes might be at risk, such as unclear explanations, missed vulnerability cues or customers left without a resolution, and gives you a clear record to show how you’re monitoring and acting on them.
Conversational intelligence uses artificial intelligence to analyse spoken interactions and extract insight from conversations. It helps organisations understand customer sentiment, identify recurring issues and monitor communication quality across large volumes of interactions.
AI can improve customer service conversations by identifying patterns within interactions, detecting customer sentiment and highlighting opportunities for coaching or process improvements. This insight helps organisations improve communication quality and customer experience.
Many conversational intelligence platforms include speech analytics capabilities that analyse recorded calls and transcripts to identify themes, sentiment and behavioural patterns. These tools help organisations gain insight into customer conversations at scale.
No. Insights360 is a standalone product that integrates with a wide range of digital telephony platforms. Many customers choose to use it alongside C360, but it is not required.
No. Insights360 can analyse recorded conversations from many telephony platforms. This means organisations can deploy conversational intelligence without replacing their existing telephony infrastructure, provided calls are recorded.
Insights360 can analyse recorded voice interactions from customer service calls, contact centre conversations and other recorded communications. As long as conversations are recorded and accessible, they can be analysed to generate conversational insight.
It can be added to any C360 package, or used on its own with your current telephony.
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