AI Conversation Analytics Software Powered by CallCabinet
Every Call, Message & Email with AI-Powered Conversation Intelligence
Empower Your Business with Conversation Intelligence
At Com2, we bring your business communication data to life with CallCabinet’s groundbreaking conversation analytics software. Get real-time, AI-driven insights into telephone call recordings, Teams meetings, and multichannel interactions. You can also utilise strategic dashboards, automated transcription, and sentiment analysis to drive smarter decision-making, ensure compliance, and enhance agent performance.
Real-Time Voice and Sentiment Analysis
CallCabinet’s detailed voice analysis solutions help you go beyond mere call recording. With speech-to-text transcription and sentiment analysis, you can instantly identify customer tone, emotional cues, and actionable insights—without the need for manual review.
Multichannel AI Analytics: Voice, Email, Text—All in One Platform
CallCabinet’s AI solution utilises deep machine learning to analyse and process conversation data from all sources of communication. That includes legacy calls, Microsoft Teams interactions, Zoom Phone calls, email, and chat, giving you a 360° view of all customer interactions.
Automatic Redaction for Total Compliance
Stay secure with automatic redaction capabilities that remove sensitive data from transcripts and recordings. Whether you’re handling payment data, personal data, or health records, CallCabinet helps you meet industry standards like PCI DSS, HIPAA, and GDPR.
Multilingual Transcription & Full-Text Search
With native multilingual transcription support, CallCabinet enables global enterprises to interpret and analyse customer dialogue in any language. All transcriptions are searchable, time-stamped, and formatted to simplify compliance and performance analysis.
Interactive Business Intelligence Dashboards
CallCabinet’s interactive dashboard, installed by our team at Com2, allows you to rapidly view trends in customer service, compliance, and operational performance. Whether you’re a contact centre manager, compliance officer, or team leader, our role-specific dashboards translate your recorded data into real-time intelligence.
Pre-configured dashboards contain everything you need:
Overview Dashboard
Get a high-level overview of your business with key metrics like call volume, silence ratio, overtalk events, and automated quality assurance (AQA) scores.
Agents Dashboard
Get an instant view of who performs well and who needs coaching. View agent-specific information like talk time, hold time, QA performance, and call outcome.
Interactions Journey
Explore the customer journey in depth with sentiment heatmaps, call summaries, transcripts, and key moment identification.
Customer Experience Dashboard
Monitor trends in satisfaction by tracking changes in sentiment, call resolutions, and repeat complaints.
Business Risk Dashboard
Spot early warning signs throughout your communications by tracking complaint frequency, legal risk keywords, or compliance red flags.
Generative AI-Powered Conversation Exploration
CallCabinet gives you the ability to glide easily between high-level summaries and detailed, one-call-at-a-time analysis. Whether you’re measuring call quality, customer sentiment, or agent performance, CallCabinet delivers natural, drill-down insight into the entire interaction journey.
Dive into the Whole Conversation Narrative
Check call transcripts, sentiment scores, key activities, and QA results for every interaction in one place. Drill down by keyword, emotion, or event with click-through dashboards and easily interpret data insights that are most important to your team.
Interaction Journey Visualisation
Get the full picture and not just the transcript. Every customer call is represented as a clean visual timeline of sentiment change, action items, and summary notes. From the initial “hello” to the ultimate conclusion, CallCabinet’s interaction visualisation allows the critical moments, escalation points, or pain spots to be easily identified at a glance.
Ask, Analyse, Act—Powered by Generative AI
Why spend an hour reviewing call logs when you can ask a question and get an answer in seconds? CallCabinet’s Conversation Analytics Software enables you to use natural language questions to uncover customer trends and pain points during conversations. You can ask, “Why are customers complaining after service calls?” or “Which agent handles the most complaints?” With built-in generative AI, you can ask multiple questions in a single conversation, making trend analysis fast, simple, and engaging.
Call Filtering
From compliance auditing to customer experience analysis, CallCabinet filters bring you to what matters—fast. Identify the exact interactions you need in seconds by filtering calls by
- Keywords
- Sentiment and emotion analysis
- Call duration or silence time
- Topics discussed
- Agent or department
Custom QA Scorecards—Your Way, Designed
Create fully customisable QA scorecards with an easy-to-use drag-and-drop editor that aligns exactly with your internal performance and compliance requirements. Score and tag calls, quantify behaviours, and set agent and team measurable goals.
Ideal for ongoing improvement, these scorecards allow you to:
- Identify coaching needs.
- Benchmark agent success.
- Quantify process adherence.
- Run in-depth quality reviews at scale.
Agent Analytics & Performance Insights
CallCabinet’s advanced analytics dashboard offers a comprehensive view of agent and team performance—no manual reporting necessary.
Keep tabs on key metrics like:
- Average Handle Time (AHT)
- Escalation and call resolution rates
- Customer sentiment trends
- Compliance recording scores
Find What You’re Looking for Faster: Intelligent Filters, QA Scorecards & Smart Search Tools
Elevate control over your call data to the next level with intelligent filtering, quality assurance tools, and real-time search capability—all designed to improve decision-making, compliance, and coaching.
Migrate and Utilise Legacy Data
At Com2 Communications, we can help you migrate legacy recordings securely to the CallCabinet platform. From 3CX, Zoom, Teams, or any other platform, we will aggregate your call data into one cloud-based solution, ready to search, analyse, and comply.