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Our products > Features > Speech Analytics

Speech Analytics

Understand customer sentiment, improve call quality, and reduce churn

Speech analytics

Powerful benefits of AI-led speech analytics


reduction in complaints1


improvement in customer satisfaction2


increase in sales3

1 Source: Avoira. 2 Source: McKinsey. 3 Source: Avoira.

Speech analytics to improve agent performance

Quality assurance on all your calls

Speech analytics prefilters nearly 70% of all critical and problematic conversations that require further attention. Save time, resources and money and boost customer satisfaction.

Powerful, actionable insights

What are your customers really saying about competitors, common challenges or your products? Find out with powerful search, tagging and call categorisation tools.

Drive improved performance

Review conversations in detail, measuring productive (speech) and non-productive (silence, music) time. Gauge customer sentiment both from what they say, and how they say it. Get a clearer understanding of customer issues and take action to drive better customer experiences.

Speech analytics FAQs

  • What is speech analytics software?
    Speech analytics automates the process of listening to call centre interactions by analysing speech data for valuable information about agent performance and customer emotion. It can identify critical reasons for both customer satisfaction and customer churn. It can alert you to customer frustration or dissatisfaction with your products or service.
  • How does speech analytics work?
    Speech analytics identifies meaningful words and phrases that have positive and negative connotations. It can then determine the emotional character of a passage of speech (for example, is the speaker happy or displeased?), based on both the words spoken and speech characteristics like intonation, pitch, articulation, speech rate and so on.
  • What are the benefits of speech analytics?
    AI-led speech analytics offers real insight. From a single conversation it can deduce honest customer opinions around a new product or service; the over- and underperformance of agents; levels of customer satisfaction and where any dissatisfaction lies; and the percentage of conversations that meet quality expectations. These insights can help you reduce customer churn and improve customer satisfaction.
  • How do you use speech analytics?
    Our fully integrated speech analytics software is designed to work seamlessly with our feature-rich, cloud-based contact centre software. The data is presented as simple, actionable insight, accessed from a central control panel. No expertise is required to read or interpret data. Instead, MaxContact gives you the information you need to deliver a market leading customer experience.
  • What is the ROI of speech analytics?
    Ultimately, the ROI of speech analytics is more satisfied customers and greater profits. But there are a number of other ways to measure the impact of your speech analytics solution including sales efficiency, team retention and increased compliance.

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