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Speech Analytics Buying Guide

Download this guide to gain clarity on speech analytics products, ensuring you select the right solution with complete confidence based on your business priorities.

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Key Evaluation Factors

Explore 8 crucial aspects to consider when assessing speech analytics solutions, ensuring you make an informed decision for your contact centre.

Demo Checklist

Arm yourself with essential questions to ask during product demonstrations, helping you uncover each solution’s true capabilities and limitations.

Provider Comparison Matrix

Utilise our customizable scoring system to objectively compare different providers, making it easier to identify the best fit for your needs.

Transparent Buying Process

Learn industry best practices for conducting a fair and transparent procurement process, ensuring you select the right speech analytics partner.

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Case Study
Marston Holdings: Omnichannel BPO Innovation

As a leading Business Process Outsourcing (BPO) provider, Marston Holdings transformed their service delivery by implementing MaxContact’s versatile contact centre solution.

BPO
Payments & Collections
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As a leading Business Process Outsourcing (BPO) provider, Marston Holdings transformed their service delivery by implementing MaxContact’s versatile contact centre solution, enabling them to efficiently manage diverse communication channels for their clients, reduce customer wait times, and support their UK-wide operations while handling approximately 900,000 annual contacts.

Marston Holdings provides end-to-end transportation services across the UK, including consultancy, traffic technology, parking management, enforcement, and debt recovery for 280 local authorities and government departments.

This case study focuses on Marston’s Business Process Outsourcing (BPO) division, which operates contact centres supporting Local Authority Parking and Highways Departments, handling approximately 900,000 inbound contacts annually.

Case Study
Return Fundraising: Increasing Fundraising Efficiency

Return Fundraising switched from a dialler platform they were dissatisfied with to MaxContact. They are now seeing improved productivity, enhanced user experience and excellent support - allowing them to focus on what matters most, raising funds for important causes.

Service & Support
Agent Performance
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Return Fundraising switched from a dialler platform they were dissatisfied with to MaxContact. They are now seeing improved productivity, enhanced user experience and excellent support – allowing them to focus on what matters most, raising funds for important causes.

Return Fundraising is a charity fundraising agency that conducts telephone fundraising campaigns for major UK charities such as Macmillan, British Red Cross, and others. With a team of 50 remote fundraisers, they rely heavily on efficient and reliable contact centre technology to help more charities.

Case Study
Advantis: Transforming debt collection with automated payments

As a leading debt collection and credit management agency, Advantis was spending too much agent time on basic tasks like taking payments and answering simple queries. By implementing MaxContact’s IVR, auto-payments, and webchat solutions, Advantis freed up their agents to focus on more valuable customer conversations and negotiations.

Payments & Collections
Payments & Collections
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Advantis is a leading debt collection and credit management agency employing around 190 collection agents and 60 backroom staff. The business works with customers to create realistic and affordable repayment plans, allowing client brands to confidently outsource debt collection to a trusted, reliable and always compliant third party provider.

Advantis’ sympathetic, customer-focused approach is as much about rehabilitating customer accounts as collecting money, prioritising both debt recovery and the preservation of customer goodwill. It’s also very much based on data collection and analysis, giving clients valuable insight that leads to better debt recovery outcomes in future.

The company was founded on telecoms and utility company debt and this is still the core of the business. But current growth is focused on financial services, with Advantis now fully accredited to offer debt collection and credit management solutions to this heavily regulated sector.

We spoke to Advantis’ IT director Brian Roscoe about the company’s growing ambitions and increasingly sophisticated communications requirements.

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FREQUENTLY ASKED QUESTIONS

Frequently asked questions ordered by popularity. Remember that if the visitor has not committed to the call to action, they may still have questions (doubts) that can be answered.

Remove Channel Boundaries and Treat Every Interaction as One Journey

Enhanced Omnichannel

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When digital and voice channels operate independently, teams lose context. Enhanced Omnichannel focuses on breaking down the separation between channels, so actions taken in one place can influence outcomes everywhere else. This improves routing decisions, reduces duplicated effort, and gives agents a clearer view of the full customer journey.

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The work centres on unifying new and existing capabilities around a single omnichannel architecture, with workflow and AI at the core. Voice and digital interactions are no longer treated in isolation - dispositions, attempt counts and outcomes can be shared across channels, and agents can handle digital and outbound voice concurrently.

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Route Digital Interactions to the Right Outcome First Time

Digital Interaction Routing and Response

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Digital interactions often wait in queues before anyone knows what they’re about - leading to slow responses and unnecessary hand-offs. Digital Interaction Routing and Response helps teams evaluate digital contacts as soon as they arrive, improving speed, accuracy and customer experience.

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Simple queries can be resolved immediately, while more complex ones reach the right agent first time. As digital messages arrive - including email, SMS and messaging channels - workflows automatically assess intent. Straightforward enquiries can be handled with automated AI responses, while others are intelligently routed into the most appropriate queue based on context and need.

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This reduces handling time, prevents mis-routing, and brings the same intelligence to digital channels that teams expect from voice.

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Support Agents While the Conversation Is Happening

Real-Time Agent Assist

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Post-call feedback comes too late to change outcomes. Real-time AI assistance helps agents do the right thing in the moment, improving accuracy, confidence and compliance. Handling time drops and customer experience improves - especially in complex or regulated scenarios. The feature surfaces live guidance, disclosures, next-best actions and knowledge based on real-time intent and context.

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Extend Automation Across Every Digital Channel Customers Use

Cross-Channel AI Agents

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Customers don’t always stick to one channel - and automation that only works in silos quickly breaks down. Cross-Channel AI Agents extend AI handling beyond voice and web chat, helping teams engage consistently across SMS, WhatsApp, Meta and email, even when conversations are asynchronous. This reduces missed messages, improves response times, and ensures customers get a coherent experience wherever they continue the conversation.

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This capability expands existing AI Agents to operate across digital channels, allowing conversations to pause and resume naturally while maintaining context. AI Agents can handle clearly defined interactions end-to-end where appropriate, or pass conversations to humans with full history when needed, ensuring continuity across voice and digital touchpoints.

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Better Ways to Surface Insight Leaders Can Act On

New Look Dashboards (Discovery)

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Leaders often struggle to turn dashboards into decisions, spending too much time interpreting data instead of acting on it. New Look Dashboards is focused on exploring how insight can be made clearer, more intuitive and easier to navigate, so performance issues and trends are easier to spot without deep analysis. The goal is to reduce cognitive load and make every day insight more usable for operational decision-making.

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This initiative is currently in discovery and design, testing different approaches to layout, visualisation and interaction to understand what genuinely helps users find and act on insight faster. This work will inform future dashboard improvements, ensuring any changes are grounded in real user needs and measurable value.

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Make Dashboards Easier to Find, Share & Manage

Enhanced Dashboard Management

 

When dashboards are hard to publish, share or find, insight gets buried and teams lose confidence in what they’re seeing. Enhanced Dashboard Management simplifies how dashboards are published, accessed and organised, so leaders can focus on using insight - not managing software. Teams spend less time duplicating dashboards or working around permissions, and more time acting on a single, trusted view of performance.

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This update removes the dependency on permission groups as a workaround for dashboard sharing, allowing dashboards to be published directly to one or many permission groups with clear access control. It also eliminates the artificial split between dashboards and wallboards, reducing duplication and confusion. New navigation and folder-based organisation make dashboards easier to find, manage and maintain day to day - aligned to user expectations and the platform’s long-term permissions model.

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