Speech Analytics2018-07-16T09:14:45+00:00

Speech Analytics in the Cloud

AI enabled speech analytics to increase revenue and improve customer loyalty. Transcribe and analyse calls to discover customer insights and improve your contact centre performance. Gain insights into:

Gain Valuable Insight from Recorded Calls

Offering rich insights about customer satisfaction, customer churn, service issues, competitive intelligence, agent performance and campaign effectiveness, few things can tell you more about what’s happening in your business than your call recordings. They’re practically a gold mine!

Analysing your customer calls is great for gleaning important information on how your organisation handles customers, but often, the sheer volume of calls makes it impossible to manually review and analyse them.

With our speech analytics solution, you can transcribe and analyse 100% of your recorded calls. Whilst manually you can process just a fraction of calls, our solution can automatically discover and analyse words, phrases, themes and categories spoken during calls – revealing trends or areas of opportunity/concern.

With speech analytics in the cloud, your business can:

  • Improve contact centre performance by using insights to reduce average handle time and repeat calls
  • Develop a better understanding of your customers with insights into satisfaction, business issues, competitive intelligence, and marketing campaigns.
  • Reduce churn by discovering root cause and predicting at-risk customers.
  • Enhance your quality monitoring by reviewing large samples and specific call types.
  • Provide targeted coaching to agents by analysing their relative performance.

Yes, you need speech analytics

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Speech analytics

Knock your customers’ socks off!

Utilise our solution to monitor calls made in a wide range of languages, have every discussion automatically analysed – focusing on what you think is important – and gain hugely valuable insights that’ll allow you to really take things to the next level. Resolve any issues that arise quickly and easily, and continually develop your service in a way that impresses your customers no end.

See it in Action
Download the Speech Analytics Datasheet

Want to do more with your speech analytics?

Our contact centre solutions cover more than just speech analytics.

If you’re keen to unlock insights from text-based channels, like chat, email, and social media, you can develop a comprehensive view of the customer across both voice and text by combining the speech analytics solution with text analytics. Uncover actionable intelligence from text-based customer engagement channels and analyse, report, and take action on every spoken and text interaction with your organisation, not just voice.

Capture the complete voice of the customer—and your agents—across multiple customer engagement channels, interpret it in the context of business objectives, and then act to drive enhanced customer experiences, loyalty, and revenue.

See it in action
Download the Text Analytics Datasheet

Start anywhere: connect your existing technology with our next generation speech analytics solution to protect your legacy investment.

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Translate the omnichannel voice of the customer into enterprise intelligence.

Prioritise actions to improve agent satisfaction, improve operational efficiencies and create a sustainable competitive advantage for your organisation.

Only 1% of calls are listened to in a random quality assurance evaluation process…what insight can you gain from the other 99%?

Each and every customer interaction is significant, with regards to both what they say and what your agents say to them. Between them, these exchanges will provide valuable insight into a number of key areas – but the degree of insight you get is going to be limited if you’re only looking at 1%. Wouldn’t it be great if all of this could be monitored, and you could be gaining insight 100% of the time?

If you’d  like to learn more about the speech analytics solutions available to you, feel free to get in touch!

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