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Speech analytics

Empower your agents and elevate performance​
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Empower your agents and elevate performance

Whatever the size of your customer care center or the volume of interactions, success depends on understanding your customers’ mindset and empowering your agents to deliver high quality interactions.

Our Speech Analytics solution is designed to help you capture the voice of your customers, as well as your agents, to identify drivers of satisfaction and improve customer loyalty. Using the automated solution, you can evaluate 100% of customer conversations to pinpoint what’s going well and where agents need help.

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#ResultsMatter

Gather an accurate and unified view of agent performance
Gather an accurate and unified view of agent performance
Empower agents with continuous and comprehensive real time feedback
Empower agents with continuous and comprehensive real time feedback
Proactively identify gaps and coach agents to prevent negative top or bottom line impact
Proactively identify gaps and coach agents to prevent negative top or bottom line impact
Gain a deeper understanding of customers’ behavior, needs, and wants to create compelling and comprehensive training programs
Gain a deeper understanding of customers’ behavior, needs, and wants to create compelling and comprehensive training programs
Cross pollinate agent behaviors and best practices with the entire team and deliver positive reinforcement
Cross pollinate agent behaviors and best practices with the entire team and deliver positive reinforcement
Use AI-driven analysis to understand customer emotions and infuse empathy into interactions for improved loyalty
Use AI-driven analysis to understand customer emotions and infuse empathy into interactions for improved loyalty
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How we do it

  • The speech analytics solution captures agent-customer interactions via a recording system.
  • With the help of AI-powered processes, the solution transcribes the recording and takes acoustic measurements to understand customer emotions.
  • It then leverages machine learning to derive the meaning of speech from words, phrases, and acoustics that reveal inflection and emotions.
  • Next, unstructured speech data is turned into structured intelligence through automated scoring.
  • Finally, the data is analyzed to deliver insights into the performance of agents and the experience of customers.

In addition to agent scorecards, here are some other insights the solution provides to improve the customer experience:

Identify percent silence

Uncover excessive handle times

Measure call duration outliers by agent, team, or procedure

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