Speech Analytics

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Definition

Often used interchangeably with Audio Mining, 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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ActiveDEMAND is a fully integrated, web-based marketing automation platform for small to medium sized businesses. Packed with features for streamlined campaign management, campaign recipes and attribution reporting, ActiveDEMAND enables even a sole p...
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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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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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DigitalGenius is AI-powered call center technology that enables you to add an artificial intelligence and natural language processing layer over your enterprise call center. We connect with your Customer Service Console & CRM to extract data and trai...
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The Gryphon Sales Intelligence System provides real-time visibility into your rep's phone-based activity from any device, anywhere. This allows sales managers to increase overall sales effectiveness through improved coaching and onboarding. Gryphon a...
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MK SmartSpeech, powered by Voci's proprietary HyperVox hardware-accelerated speech recognition technology, is designed for smarter call, text and chat analytics across enterprise voice data solutions, call center operations and transcription services...
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