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ANALYZE  |  Speech Analytics

AI-Driven Speech Analytics Software for fast, automated analysis of call recordings and voice data

Extract Valuable Intelligence with Automated Speech Analytics

Speech Analytics software analyzes 100% of audio files and call recordings fast!

Mine your untapped voice data

 

  • Identify repeat calls and root causes

  • Monitor compliance and policy adherence

  • Score agent performance / script adherence

  • Measure customer sentiment

  • Understand and mitigate escalations

  • Spot trends and gather intelligence

  • Discover competitive mentions

  • Validate sales and transactions

  • Deliver more targeted training

Analytics on a Laptop

Speech Analytics Software Features

  • Filters high volume audio files, recorded calls and voice mail 

  • Automatically categorizes and narrows files to only those that require more in-depth analysis by QA personnel​

  • Unlimited, user-defined scoring and analysis templates

  • Auto-scoring analyzes and scores calls against the QA template 

  • Multi-lingual analysis

  • Reusable templates offer an unlimited number of user-defined questions and custom point system per question​​

  • Trend analysis and business intelligence reports

Office employee

Add-On Options for Transcription and Deeper Analysis

OnviSource offers the option for transcription of recorded audio files​.

Add desktop analytics, text analytics and a decision-making engine for:

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  • Multichannel and Cross Channel Analytics

  • Multichannel Quality Assurance & Customer Experience Management

  • PCI Compliance

  • Process and Workflow Automation

  • Employee Work Compliance

  • Robotic Process Automation (RPA)

  • How does multichannel interaction contribute to deeper customer relationships?
    Multichannel interaction allows businesses to engage with customers through their preferred channels, creating a more seamless and convenient experience. When combined with data analytics, companies can anticipate customer needs, personalize communication, and provide faster resolutions. This level of attention and responsiveness builds trust and strengthens the relationship between the business and the customer.
  • What are key benefits of integrating multichannel interaction and data analytics into a contact center?
    The key benefits include improved customer satisfaction, enhanced operational efficiency, better agent performance, and a more personalized customer experience. Integrating these tools helps businesses understand customer behavior across different touchpoints, optimize workflows, and make data-driven decisions. Ultimately, this leads to a more effective contact center and stronger, long-lasting customer relationships.
  • What is multichannel interaction, and why is it important for customer service?
    Multichannel interaction refers to the ability to engage with customers across a variety of communication channels, such as phone, email, chat, social media, and SMS. It is important because it enables businesses to meet customers where they are, offering more flexible and efficient support. This improves the overall customer experience, allowing for quicker resolutions and more personalized interactions.
  • Can data analytics help improve agent performance in a multichannel contact center?
    Yes, data analytics provides valuable insights into agent performance by tracking metrics such as response time, resolution rate, and customer satisfaction. It allows managers to identify areas for improvement, offer targeted training, and optimize staffing levels based on real-time data. This ensures that agents are better equipped to handle customer interactions efficiently across all channels.
  • How does data analytics enhance the customer experience in a multichannel environment?
    Data analytics helps businesses gather, analyze, and interpret customer data across multiple channels. By identifying patterns in customer behavior, preferences, and pain points, businesses can tailor their interactions, improve agent performance, and predict future needs. This enables more relevant and personalized customer experiences, leading to higher satisfaction and loyalty.

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