AI Call Intelligence for IT & Managed Service Providers
Transform your helpdesk and service desk performance with AI-driven call analysis. Detect escalation risk, monitor SLA compliance, and coach your support engineers — all automatically.
Built for Service Desk & MSP Call Intelligence
Cirrus understands ITIL terminology, SLA language, and the escalation patterns that define support quality in managed services.
Ticket Escalation Detection
CirrusAI detects escalation triggers in real time — frustrated customers, unresolved P1/P2 incidents, and engineers unable to resolve issues within call. Supervisors are alerted before small issues become major incidents.
SLA Compliance Monitoring
Automatically verify that call handling meets your SLA commitments. Track first-call resolution rates, average handle time, and response time adherence across shifts and client accounts.
CSAT & Satisfaction Scoring
Know exactly how customers feel about every support interaction — without sending surveys. Cirrus analyses caller tone, language, and resolution sentiment to generate a per-call customer satisfaction score automatically.
Technical Issue Categorisation
Every call is automatically tagged with issue category: networking, Microsoft 365, endpoint, server, backup, security incident, and more. Use this data to identify systemic issues, drive knowledge base improvements, and report accurately to clients.
Security Incident Detection
Detect security-related calls that require immediate escalation: suspected ransomware, phishing reports, data breaches, and unusual access activity. Trigger your IR runbook automatically when security language is detected.
Call Quality QA
Score every call against your service desk standards: correct greeting, empathy language, ownership statements, resolution confirmation, and follow-up promises. Surface recurring quality gaps and opportunities to improve scripts and workflows.
First Call Resolution Analysis
Track genuine first-call resolution — not just whether a ticket was closed. Cirrus identifies whether the issue was actually resolved on the call, or whether the customer left without a solution, enabling better outcome measurement.
Knowledge Gap Identification
Identify recurring issues where engineers lack documentation or confidence. Cirrus surfaces gaps between what customers ask and what your knowledge base covers, so you can proactively update runbooks and reduce repeat escalations.
Client Account Intelligence
Understand the support health of each client account in your MSP portfolio. Track sentiment trends, issue frequency, escalation rates, and satisfaction scores per client to proactively manage at-risk relationships.
How MSPs Use Cirrus
Real service desk challenges — solved with AI call intelligence that understands IT support conversations.
Escalation Prevention
The Problem
A client calls in about a server outage that's been intermittent for three days. The engineer is calm, but the customer is clearly frustrated and mentions the problem won't be tolerated much longer.
With Cirrus
Cirrus detects rising frustration and flags the call as "escalation risk" in real time. The service desk manager gets an alert while the call is still active and joins to take ownership, de-escalate, and outline a concrete resolution plan.
Escalation Prevention
"...if this happens again I'm going to have to speak with your account manager about our contract..."
SLA Breach Early Warning
The Problem
Your P2 SLA for a key client is 4 hours. A call comes in at 3:15pm Friday. The ticket is logged but the call notes don't capture the urgency — the engineer resolves it Monday morning, breaching SLA.
With Cirrus
Cirrus detects P2 language in the call, cross-references ticket creation time, and sends an SLA warning alert when the 3-hour mark approaches. The on-call engineer is notified and resolves the issue Friday evening.
SLA Breach Early Warning
P2 ticket created 14:58 — SLA deadline 18:58 — 2h 45m remaining — engineer unassigned
Security Incident Response
The Problem
A client calls to report unusual account lockouts and suspicious emails forwarding to an unknown address. Your L1 engineer logs a standard ticket and schedules a callback for tomorrow.
With Cirrus
Cirrus detects potential account compromise language and immediately flags the call as a security incident. Your incident response team is paged within 60 seconds, isolating the compromised account before the attacker can exfiltrate data.
Security Incident Response
"...every account in the office is locked out and we're getting new mail rule alerts from an address none of us recognise..."
The Metrics That Drive MSP Excellence
Cirrus automatically tracks the KPIs that define service desk quality — intelligently derived from real call conversations, not just ticketing system metadata.
First Call Resolution
Track true FCR — not just ticket closure status. Know which calls resolved the issue and which left the customer without a solution.
Average Handle Time
Measure and benchmark call duration by issue type and client. Identify outliers that indicate training gaps or process inefficiencies.
Escalation Rate
Track how often calls escalate to senior engineers, supervisors, or vendor support. Reduce escalation rate through targeted coaching and knowledge improvements.
Satisfaction Score
AI-generated CSAT from call sentiment analysis. No surveys required — every call gets a score based on tone, language, and resolution outcome.
QA Compliance Score
Automated quality scoring against your service desk standards: correct identification, empathy, ownership, and resolution confirmation.
Repeat Contact Rate
Identify when customers are calling back about the same issue. Surface recurring incidents that indicate systemic problems, not one-off anomalies.
MSP & IT Service Desk Questions
Common questions from managed service providers and IT teams evaluating Cirrus.
Give Your Service Desk a Commercial Edge
Join Australian MSPs and IT teams that use Cirrus to deliver measurably better support, win client renewals, and build high-performance service desks.
No lock-in contracts · Australian data hosting · PSA integrations available