Speech analytics of phone calls

Speech analytics

A convenient tool for automatically monitoring conversations between contact center operators and clients.

Allows you to save supervisors' resources by eliminating the need to listen to calls.

Wiretapping

recording the call and converting the dialogue with the client into understandable text.

Analysis

dialogue content and generation of key call metrics.

Features and Features

How speech analytics affects sales conversion and customer retention.

Dialogue analysis

Recognition of dialogues with clients and their detailed analysis into many components in order to digitize the necessary metrics.

Machine learning

Opportunity train a neural network on your own dataset to analyze calls in your own way and calculate metrics.

Statistics

Deep statistics on dialogues between company employees and clients helps to find useful insights.

Monitoring

Monitoring employee KPIs and tracking changes in their metrics allows you to notice deterioration in time.

Knowledge Base

Accumulation of the results of dialogues and formation in knowledge base templates of the most successful answers that are understandable to clients.

Rich API

Wide possibilities for integrating voice analytics into any other company information systems.

Find out the cost of speech analytics integration

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Speech analytics FAQ

How does speech analytics differ from call transcription?

Unlike simple transcription of calls to text, speech analytics analyzes meaning, sentiment, script compliance, and hidden insights: why the customer said "no," what frustrated them, and where a sales opportunity was lost.

How do you tune speech analytics for a specific business?

Models need to be trained on concrete examples: recordings of real customer dialogues, text chats, and email.

How long does training speech analytics models take?

Depending on how deep we need to go into the business, from one day to several months. The more nuances in customer behavior must be captured, the longer fine-tuning takes for models to deliver quality results.

Can speech analytics metrics be integrated into CRM?

Yes, analytics results can be sent via API to any other system that needs such data.

3 stages of implementation

Designing a company's voice analytics system. Harmonization of algorithms and data models. Selecting a speech recognition system.

Design

metrics and KPIs

Setting up speech analytics algorithms. Distribution of weights for employee metrics and KPIs. Adaptation of statistics and monitoring interfaces.

Implementation

setting up backend and frontend

Training a neural network using the company’s own dialogues. Or connect via API to external speech analytics systems with a ready-made AI model.

Education

neural networks on a dataset