Speech Analytics

Understanding your customers better

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Grow your business by analysing the input you receive from your customers

An agent may forget to say a sentence during a call that is important to keep your industry accreditations. Similarly, a bank wants to give a loan to a customer but is unsure if the customer can pay it back or an insurance company may want to improve their customer service analysing the work of their agents and giving positive feedback to them. These are some examples where speech-analytics brings significant benefits to businesses.

Speech-analytics is the analysis of your phone calls using an AI powered engine to measure, amongst others, what words have been said and how often, the tone in which these words have been said, the overall sentiment of the conversation and, in the end, what is the real intent of a customer. It provides invaluable feedback for your internal training and helps evaluate staff performance.

Analysing your phone calls using an AI powered engine to measure, amongst others, what words have been said and how often, the tone in which these words have been said, the overall sentiment of the conversation and, in the end, what is the real intent of a customer. This is speech-analytics and it provides invaluable feedback for your internal training and helps evaluate staff performance.

It includes multiple technologies such as text-to-speech conversion, audio analysis, automatic speech recognition, natural language processing and natural language understanding.

It allows to understand better how your business operations function and what are the activities your customers really value. Then it enables you to modify and improve them thanks to the valuable input that it provides for training and business development activities.

It is so powerful that can open up a multitude of new opportunities for your business.

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Speech Analytics

Speech analytics plays a crucial role in improving the overall customer experience and your quality assurance process. By understanding customers interactions, you can determine the emotions and sentiment expressed during a conversation. Your business can track recurring problems, customer complaints, or the frustration expressed during a conversation. You will be able to capture valuable feedback to inform and evolve your training programs. Similarly, all calls are evaluated to provide useful feedback and improve your quality compliance procedures.
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You have a wealth of information on your customers but it is not used effectively
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Your competitors are growing and your business is missing valuable opportunities to improve
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Managers need to listen to phone calls, often doing a boring task that takes them time and provides data only on a small percentage of calls
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Speech Analytics software can inspect all calls automatically, in real-time, 24/7 doing exactly what experienced people do, and improving its algorithms continuously, at a fraction of the cost
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More motivated employees, excellent customers testimonials, your business that grows

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AI is being implemented very rapidly everywhere. More affordable storage, high speed of processing power and distributed knowledge means that technology is deployed faster than ever before. You cannot afford to take more time.

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We are TV and radio production company based in London and have been using VOIspeed for nearly 5 years. The size of our teams are constantly fluctuating due to the freelance industry so the fact that the technology is so flexible is a real bonus. It adapts easily to the changing number of users and extensions which is essential to us. We would highly recommend them to all companies!

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Jess, Operations Manager

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