From Headset to Boardroom
Supercharge your agents
Built from real contact-centre experience. IQ turns every interaction into intelligence that improves performance, drives revenue and transforms customer experience.
Positive
-3% FCR
+49% GRIPS
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+19%
Revenue per interaction
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+30%
Insurance sales
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75%
Fewer upheld complaints
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100%
Interaction coverage
Proven on a live floor before it was sold
Flagstone was created by operators to solve real operational challenges. It was tested every day, at scale, where performance mattered. The results you see here aren’t forecasts. They’re real outcomes from a live operation.
Every conversation, working for everyone who needs it
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Agents & Managers
Everything an agent needs in one place, give agents the support to perform at their best, and managers the insight to coach where it matters most.
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Customers
Create better customer experiences by understanding every interaction and acting on what customers really need.
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Clients & Leadership
Transform customer conversations into intelligence that reduces cost, unlocks revenue and improves the customer experience
One platform, four specialists
Most contact centres stitch together separate tools for performance, quality, customer feedback and reporting. Flagstone puts all four on one platform, so the agent, the coach and the boardroom work from the same picture.
Give every agent clear, personalised insight into where they’re performing well and where they can improve. Help new starters reach competency faster, keep experienced agents developing, and give team leaders the intelligence to make every coaching conversation count via coaching analysis on 100% interactions.
Understand what customers are saying across every interaction, not just the small percentage who complete a survey. Uncover frustrations, emerging themes and reasons customers stay, then turn those insights into actions that improve the customer experience.
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One conversation becomes a strategic decision
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Interaction
A customer and an agent. Where every opportunity starts.
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AI Analysis
Each conversation is reviewed against the standards your people set.
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Insight & Scoring
Clear scores and patterns your team leaders can act on.
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Decisions
Your people decide what changes. Nothing moves without them.
Real results
Real operations. Real outcomes. IQ was built and proven in a live contact-centre environment, solving genuine operational challenges at scale. The results below show the measurable impact delivered in practice.
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Name British Gas -
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Name British Gas -
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Name British Gas
See what IQ could do for your operation
See IQ in action and explore where it could create the greatest value in your operation. We’ll show you the platform, share proven outcomes from live operations and focus the conversation on the challenges and opportunities that matter most to you.
Everything you need to know
Can't find an answer? Get in touch below or call +44 1482 000 000
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Flagstone turns contact-centre conversations into business intelligence through IQ. It helps organisations understand their customers, improve performance and turn every interaction into opportunities to increase efficiency, unlock revenue and deliver better customer experiences.
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IQ was built by contact-centre operators to solve real operational challenges. Developed and proven within a live operation, it was shaped around the needs of agents, managers and leaders. Flagstone was created to bring that technology and operational experience to the wider market.
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Your people stay in control. IQ provides intelligence and insight to support better decisions, while your teams determine how those insights are used within your operation.
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IQ is designed to complement your existing operation and add a new layer of intelligence around your customer interactions. We’ll work with you to understand your existing technology and the right approach for your environment.
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IQ isn’t just about saving money. It’s about creating more value from every interaction. By reducing manual activity, improving performance and uncovering commercial opportunities, IQ can impact both cost and revenue. Proven outcomes include 85% lower QA costs, 75% fewer upheld complaints and an 18.7% increase in revenue per interaction.
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Every implementation is shaped around your operation. We start with discovery to understand your objectives, data, technology and success measures, then agree a clear implementation plan covering configuration, testing, training and go-live.
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We do the heavy lifting. From you, we’ll need access to the relevant interaction data, the right subject-matter experts, your existing quality or performance frameworks, and support through security, testing and sign-off. We’ll take care of solution design, configuration, calibration, training and launch support.
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Yes. IQ can be introduced through a focused deployment, allowing you to prove value against agreed success measures before considering a wider rollout. The scope and approach are agreed with you during discovery.
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IQ is designed to work with your existing technology and data environment. It can receive interaction data such as call recordings or transcripts alongside relevant operational metadata, with the integration approach agreed during technical discovery.
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Your data is handled within a controlled Microsoft Azure environment, with access controls, encryption and client data-separation measures in place. Data handling, retention and security requirements are agreed as part of onboarding, so the deployment reflects your organisation’s governance and data requirements.
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We’re there beyond go-live. Our approach combines onboarding, training and launch support with ongoing guidance to help your teams embed IQ into day-to-day operations and continue getting value from the platform.
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You’ll have a clear support route throughout onboarding and once IQ is live, so your team knows where to go for help, questions or guidance. Dedicated account managers are available.
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Yes. Training and enablement are a core part of the IQ approach. We work with leaders, QA teams and nominated subject-matter experts to build the knowledge and confidence to use IQ effectively, interpret its intelligence and turn insight into action.
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Your needs won’t stand still, and neither should the way you use IQ. We’ll work with you to review evolving requirements and identify where configuration or platform changes can best support your operation.