
Gong.io
VoiceAnalytics builds upon a powerful language engine, leveraging deep neural networks (DNN) and machine learning algorithms to process highly accurate speech-to-text and keyword recognition that helps operators optimize performan...Read more
CallFinder is a cloud-based call monitoring solution designed to help businesses in education, healthcare, insurance, manufacturing, retail, hospitality and other industry verticals manage scoring, transcribing, and analysis of cu...Read more
Verint Speech Analytics is a cloud-based solution that helps customer experience (CX) teams transcribe and analyze recorded or live calls. It enables professionals to identify market trends by analyzing customer feedback received ...Read more
Alvaria Engagement Analytics extends your quality management process by providing a holistic view into 100% of your speech and text interactions, easily surfacing valuable and actionable insights. By turning every conversation int...Read more
Clarabridge CX Analytics is a cloud-based business intelligence platform that allows users to analyze and pull insights from various sources including social media channels, review sites, surveys and more. Clarabridge CX Anal...Read more
Observe.AI is a cloud-based call analysis solution, which helps businesses transcribe calls, automate speech recognition and gauge customer sentiments in order to improve agent’s performance in real-time. Features include data red...Read more
Contact Cubed is a cloud-based speech analytics solution designed to help businesses across a variety of industry verticals like banking, insurance, sales and collections improve conversions, Natural Language Processing (NLP) and ...Read more
CallTrackingMetrics is a cloud-based call tracking and contact center solution for businesses and agencies that helps with tracking campaigns, reaching new audiences through integrated text marketing and online forms and using int...Read more
Marsview Notes automatically transcribes what’s spoken, shown and written in a live or a pre-recorded meeting. Using patent-pending AI technologies, the application writes out comprehensive notes, actions, questions and decisions....Read more
EvaluAgent is a quality assurance solution for customer service organizations designed to evaluate and coach agents. This solution unifies customer feedback and agent performance data. It provides automated scoring for all custome...Read more
MaxContact is an omnichannel contact center solution that is designed for businesses across different sectors including BPO’s, financial services, utility providers, and more. Supporting inbound and outbound operations, MaxContact...Read more
Businesses often lack insights when it comes to understanding the problems their customers face. While post-purchase surveys and customer feedback forms try to fill this gap, they are somewhat ineffective as customers don’t always respond to such inquiries.
However, in today’s world, understanding what frustrates customers and what delights them has become easier. With innovations such as automatic speech recognition and speech analytics technology, customer service managers can now do much more than just listening in on calls their teams make/take. A speech analytics solution not only helps judge a caller’s emotional state but also the likelihood of them converting into a customer.
In this buyers guide, you’ll learn about the core features, key considerations, and other important aspects that will help you make an informed decision while choosing a speech analytics tool for your business.
Here’s what we’ll cover:
Speech analytics software helps businesses analyze live and recorded calls between customers and customer support teams, which allows improving the customer journey and providing a better customer experience. The software gives businesses better customer insight into how to improve their sales and customer engagement practices.
The software offers sentiment analysis and pattern detection capabilities that enable customer success teams to identify recurring customer challenges and determine the best possible resolutions.
Quality monitoring in CallFinder (Source)
Vendors offer various kinds of features with their software products but to make the best choice, you need an understanding of the common features that a speech analytics software tool must have.
Sentiment analysis |
Judge the tone and mood of any conversation in real time to understand the positive, negative, or neutral sentiment and link it with the overall customer experience. |
Automatic transcription |
Convert conversations in audio and video files into text and highlight key phrases with accuracy. |
Call recording and archiving |
Record, store, and categorize customer calls based on emotional analysis. |
Analyze past and concurrent data to discover patterns and generate insights into future outcomes. |
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Language support |
Understand and support a host of languages for speech-to-text conversion and customer sentiment analysis. |
Call metrics dashboard |
Access every customer interaction and gather insights related to caller intent, call duration, and key trends. |
Clustering |
Analyze, discover, and create reports on trends, key phrases, and recurring topics. |
Real-time support |
Provide technical support and training to sales and customer success teams. |
The customer-facing role of any business makes investing in this technology necessary. Let’s have a look at the various types of buyers for speech analytics software.
Using speech analytics software can offer a lot of benefits to contact centers and users in customer-facing roles.
With a host of vendors in the speech analytics market, it is easy to get confused with choosing the right product. We suggest these key considerations before finalizing a speech analytics vendor to do business with.
Note: The application selected in this article is an example to show a feature in context and is not intended as an endorsement or recommendation. It has been obtained from sources believed to be reliable at the time of publication.