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Speech Analytics
Understand customer sentiment, improve call quality, and reduce churn
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Powerful benefits of AI-led speech analytics
Complete QA & Compliance
Automatic, AI-led speech analysis frees up contact centre leaders for more productive tasks, while driving better call quality and compliance.
Reduce costs without compromising
Automate labour-intensive call listening with our fully integrated speech analytics software to free up agents’ time and reduce costs.
Identify vulnerable customers
Use speech analytics to automatically highlight potentially vulnerable customers based on the language and words they use.
25%
reduction in complaints1
18%
improvement in customer satisfaction2
10%
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.
See our speech analytics software in action
Book your free demo today.
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Why you should work with us
Simple to get started
Whether it’s licensing, pricing or set-up, we’ll make it easy.
Built for you
We don’t do one size fits all, which is why we work with you to design a solution that fits your needs.
Supported
100% UK-based support team. 97% customer satisfaction rating. Feel supported at every step.
Download our speech analytics brochure
Discover how speech analytics can work for your business.
Download our Speech Analytics brochure
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