Contact Center Speech Analytics

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Definition

Speech Analytics is primarily a function carried out by software integrated within a call center and used to analyze real-time or recorded conversations between call center agents and inbound or outbound callers. Speech Analytics covers a variety of software technologies that work in different ways, some more advanced than others, but all ultimately designed to detect and track predefined spoken words or phrases in order to compile actionable metrics about customer satisfaction, agent performance, hold times, hang-ups and any number of other KPIs.

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Products

ActiveDEMAND Call Tracking software empowers businesses to manage multiple call tracking campaigns from one account. Don’t just track incoming phone calls, the integrated ActiveDEMAND Call Tracking helps you get your phones ringing.
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CallMiner Eureka helps improve contact center and enterprise performance through speech analytics. The platform reveals insights from automated analysis of communications between you and your customers across multiple channels – including calls, chat...
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By Chorus
Chorus is AI-driven conversation intelligence software designed to help sales teams and leaders gather insights from the thousands of conversations that happen during meetings and calls. Chorus records and analyzes every conversation, learning what h...
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By Cogito
Cogito is a call analytics solution that performs in-call voice analysis and delivers real-time guidance to agents and insight to managers.
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Conversational AI is a real-time machine learning and text analytics solution that automates call monitoring and scoring. Analyze conversations to identify periods of silence, hold times, IVR messages, DTMF tones, and agent / customer cross talk. Ana...
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By Coztel
Coztel.com is the world's leading cloud based call center software for every size of business. It's one of the perfect solutions for Inbound, Outbound and Blended call centers. Increase your agent effectiveness on the phone, chat, email, mobile and S...
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Dialer360 is a pioneer in cloud call center software solutions. With this technology you can get a predictive dialer with built in avatar, CRM and web phone, voice and SMS broadcasting, hosted phone system, and VoIP (Voice over Internet Protocol).
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DialogAnalytics is an AI-driven conversation analytics platform for actionable marketing and sales insights. DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. Wit...
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Evolve Recap is a speech analytics platform that enables marketers to take call recordings, create an interactive script and deliver actionable insights. Evolve RECAP was built to support Microsoft Teams, the Evolve Contact Suite, and Cisco unified ...
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Gryphon ONE is a sales process platform that provides the automation, real-time visibility, and sales analytics that sales leaders need to optimize their sales teams to close business faster.
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