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Speech Analytics

Speech analytics is today’s essential tool for high quality Customer Experience (CX) and regulatory compliance.

Our software leverages many Artificial Intelligence technologies, including Natural Language Processing (NLP), Machine Learning (ML) and Large Language Models (LLM) to analyse recorded conversations. We are proud to have successfully implemented our solution for a major organisation. Our flexible approach to project management allows us to collaborate with your in-house experts or provide a fully outsourced solution.

The Adooa team, certified with the latest Ethical AI qualification from the Chartered Institute of Securities and Investment (CISI), is committed to upholding the highest standards of ethics and privacy in managing your customer interactions.

How does it work?

Software is programmed to capture key data for your organisation and is able to process conversations in both English and other languages.

The types of data we can collect include:

Customer and agent sentiment, easily separating the speakers and picking up on nuance, speech patterns and traits
The agent’s conversational style and use of company terminology
Duration of the call and the dialogue on both sides
Whether product information or terms and conditions, was missed or included
Regulatory points that should have been mentioned by the agent or responses needed from the customer that have been missed.

Analysis can take place either during or after the call. Feedback during the call can be turned into updates or further instructions for the sales agent, whilst data collected afterwards can be used for further customer follow-up, staff training and reporting.

Why Use Speech Analytics

Speech analytics can be used to ensure regulatory compliance and to elevate customer service. Here are some of the benefits:

A Happier, More Efficient Contact Centre

The AI-powered tools within our speech analytics software can be used to automate data extraction and sentiment analysis, reducing call monitoring and transcription tasks and boosting staff morale.

Data-Driven Quality Management

Organisations receive vast amounts of useful information from calls but are only able to analyse 5-10%. Our speech analytics software empowers you to use your entire pool of customer call recordings, ensuring statistical accuracy and no missed opportunities to learn from customer conversations.

Safeguard Regulatory Compliance

Our speech analytics software can detect gaps in regulatory compliance even before your agents finish a call. We can establish feedback loops to deliver this information directly to your agents, allowing them to address and rectify issues before the call ends. GDPR is safeguarded by anonymising processing of sensitive or unnecessary personal data.

Fraud Detection

Gauge customer sentiment and adjust the way that your agents handle calls, delivering an exceptional frontline agent experience.

Boost Sales

Use our analytics software to identify commercial opportunities within calls and boost sales.

Reduce Costs

Our speech analytics service frees your team from time-consuming analysis, delivering cost savings for your operation.

Enhance Customer Experience

Gauge customer sentiment and adjust the way that your agents handle calls, delivering an exceptional frontline agent experience.

Start the conversation now

Find out more about how our Speech Analytics software can help your organisation.

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See what our customers say

    
 
 
         Ardentcati 
 10/09/2024
 
 
  I have consulted with Daniel David, Technical Support for the past 7 years. During this time, he has been outstanding in his advice and guidance and has dealt with every minor to a major problem with professionalism. He has been a fantastic point of contact and I highly recommend him and the company.
  
 
        Nasreen Anwar 
 22/05/2024
 
 
  i have a great experience with Voispeed from last many years. I always deal with Mr Dan. I am working from Pakistan and many times I face some network and IP phone problems but Mr Dan is outstanding at customer service. He is always ready to help and competently overcomes customer's objections. He is capable to independently solve complex problems. My best wishes and prayers are with this organization. God Bless You.
  
 
        Sunil Savalani 
 10/05/2024
 
 
  On behalf of PVIS UK
A very professional and efficient service provided.
  
 
        Mo Ghalib118 
 09/05/2024
 
 
  Lovely service, I speak with Dan the support engineer quite often and everytime he is very helpful and willing to help with whatever issues I may have. Thanks Dan! :)
  
 
        Divya HR Purel Service Ltd 
 08/05/2024
 
 
  Exceptional service and timely support! Definitely the top choice for all communication needs, especially Dan who is always attentive and responsive. Highly recommend!
  
 
        Dee Overfield 
 30/04/2024
 
 
  We've been using Voispeed for our telephone system at work, and it's been fantastic! The system is incredibly efficient at handling calls and seamlessly transferring them between team members. It's made our communication much smoother and more professional. Highly recommend for any business looking to improve their phone solutions!
  
 
        Annmarie Graff 
 14/08/2023
 
 
  Voispeed have been providing a cloud based phone system to Care Surgical Limited since 2018. The software is easy to use and was particularly useful when the team were working from home during COVID.
The customer service and technical support is exemplary,  Daniel David and the team will go to great lengths to iron out any issues and support a consistent phone service.
  
 
        Kimberley Gillingwater 
 28/07/2023
 
 
  Daniel was so very polite and helpful when visiting our office recently.  He really went above and beyond what was expected of him and his advise on improvements were most welcome and we shall certainly be taking them on board.
An excellent ambassador for VOIspeed and we look forward to continue working with him.
And he loved our dog Luna too!
  
 
        Shaz A 
 26/01/2023
 
 
  Amazing service we have been working with VOIspeed for a number of years and the team are some of the best Ive had the pleasure of dealing with. Staff are always kind, courteous and polite and always have any issues resolved as a matter of urgency.

The lines are crystal clear and the prices are very reasonable.

Special thanks to Giuseppe, Gemma and Dan for all your hard work and efforts
  
 
  
  
 
 
   Google rating score: 4.8 of 5, based on 37 reviews