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Our products > Features > Speech Analytics

Don’t wait for customers to tell you how they really feel

Get to know your customers better with powerful speech analytics. With MaxContact, you can make business decisions to improve CX and productivity backed with data insights for actionable results.

Speech analytics

reduction in complaints1

improvement in customer satisfaction2

increase in sales3

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

Speech analytics from MaxContact

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.

How can MaxContact’s speech analytics help you?

The ROI of speech analytics

  • Team retention
    Your teams can monitor their strengths and weaknesses and learn what exceptional customer interaction looks like. Shorter learning cycles and more satisfied agents mean a better customer experience.
  • Personalised development
    Create personalised development strategies for your team, leading to faster performance improvements and increased satisfaction.
  • Increased compliance
    Speech analytics can alert you to compliance issues in calls, leading to improved compliance performance.
  • Greater sales efficiency
    Learn from the best. Speech analytics helps you identify the language, tone and call structure that drive the most sales and upsells.
  • Reduced customer churn
    Track and report customer emotion so you can identify unhappy customers before they walk away.
  • Improved user productivity
    Track user performance (silent time, time on hold and more), to pinpoint areas for extra training.

Download MaxContact's speech analytics brochure

Discover how speech analytics might work for your business.

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