Speech Analytics
Software Solutions
Automate your ability to analyze all interactions
to improve operational performance and gather
key business intelligence and customer insights.
Speech Analytics
Software Solutions
Automate your ability to analyze all interactions
to improve operational performance and gather
key business intelligence and customer insights.
Take action with our speech analytics software solutions
Utilize our speech analytics solutions to automate your ability to listen to and analyze daily interactions and pain points of both the customer and the contact center associate. Use insights gathered to help your organization foster growth, enhance customer journeys, and further develop associates’ ability to create meaningful moments that matter for customers. Also gain actionable insights on how to reduce repeat calls, reduce call volume, provide information on customer satisfaction and the voice of the customer, including sentiment. Our speech analytics software also provides data-rich insights to improve sales, increase KPI conversion, and provide targeted coaching to associates to improve agent performance and average handle time.
Utilize speech analytics tools across all channels to identify potential issues in real-time and improve customer service and personalization
Improve CX by better understanding your customers
Identify and fix customer issues as they occur
Reduce churn by identifying customers at risk
Provide personalized CX with increased context
Gain insight into employee performance and customer journey trends
Set and reach goals with our speech analytics software
Discover new information by deep diving into past dialogues. Identify patterns exhibited by top performing associates. And then teach others and/or course correct and mitigate actions that are underperforming.
Identify key words, phrases, and emerging topics that drive successful engagements as well when and how often to say or write them during customer interactions.
Develop better CX strategies
Leverage metrics and performance to gain greater insight into the customer journey. Align business initiatives with journey improvements to bring your CX strategies to life.
Speech analytics solutions to better understand customer sentiment throughout every interaction
Uncover the Voice of the Customer
Gain greater insight into what your customers care about most with our smart interaction analytics – learn about customer sentiment, thoughts on your company and competitors, and important emerging topics.
Develop a deeper understanding of how a customer interacts with your organization and how he/she experiences your brand throughout his/her journey.
Learn common customer pain points and shared moments of delight to increase Net Promoter Score (NPS) and enhance customer satisfaction (CSAT).
Maintain quality assurance and compliance
Listening to a small sample of customer call recordings and reviewing simple metrics to make incremental coaching changes doesn’t paint an honest picture of what really happens between associates and customers. Our exceptional speech recognition tools help you “listen” to all interactions – customer phone calls, chats, SMS texts – and learn what truly works.
Quality assurance teams can then leverage the insights to create talking points that impact business outcomes and propel employees to reach company-wide goals faster, while mitigating the risk of non-compliant interactions.
Be Proactive with Speech Analytics for Sales
Customers share an enormous amount of information about their preferences, attitudes, needs, and behaviors through their interactions with an organization. And one of the best reservoirs of untapped insights resides within the conversation between the customer and the associate. Speech analytics software can provide organizations with a 20/20 vision of the emotions, phrases, and trends surrounding a sales journey that can develop the ability to create meaningful moments that matter for customers. This white paper shares five key areas where speech analytics can help a sales team capture, analyze, and act on sales insights.