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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
By ActiveDEMAND
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
By CallMiner
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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Chorus
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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CloudTalk
By CloudTalk
CloudTalk helps small and medium businesses set up and run virtual phone systems from all around the world. Typically, it's used in sales for outbound calls and in customer service for inbound calls. Simplify the lives of your sales and customer supp...
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Cogito
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. Its call analytics AI coaching system maps human behavior with tools to analyze the human voice and predict ou...
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Conversational AI
By EpiAnalytics
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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Coztel
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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Dashbot
By Dashbot
Dashbot is an analytics platform for chatbots and voice skills that enables enterprises and developers to increase user satisfaction, engagement, and monetization through actionable insights and tools. In addition to traditional metrics like engageme...
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Dialer360
By Dialer360
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
By DialogTech
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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CabinetM helps modern marketing and sales teams manage the technology they have and find the tools they need. The CabinetM marketing technology management platform enables full lifecycle support around technology discovery, qualification, implementation, and management. Marketing teams using CabinetM gain critical visibility and leverage to save time, money, drive revenue, and manage digital transformation. The company has built the industry’s most comprehensive database of over 15,000 marketing tools across 500+ categories, and currently has the largest set of marketing stack data as a result of hundreds of marketing stacks that have been built and are being managed on the platform.

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