Find meaning in your call recordings with speech and text analytics

Complete voice transcription

Give your agents some time back by automating transcription. Speech recognition based on Natural Language Processing (NLP) transcribes 100% of calls to text. Agents don’t have to listen to old call recordings and you get full customer context from every interaction.

Use the call transcripts to mold future customer interactions. By setting rules based on particular words or phrases you can identify key points in the customer journey and optimize them on later calls.

Patented speech-to-phrase recognition engine

You rely on your data to give insights into your call center. So you need to be sure your data is reliable.

The speech-to-phrase recognition engine recognizes entire phrases within call audio. There’s no need to convert the audio into text or phonemes first, so there’s no risk of losing information in translation.

Speech-to-phrase recognition lets you see the true meaning of every conversation. Use this wealth of knowledge to improve sentiment analysis and enable better call sorting.

Comprehensive reporting

With 30 out-of-the-box report templates, you get up and running fast. The reports you choose will populate your dashboards, widgets and more, to give you full visibility.

Use Category reports to explore trends and behaviors based on phrases or non-linguistic information. Identify best practices by comparing key phrases and other behaviors during an interaction with Agent-Level reports. Metadata reports let you group and correlate results based on interaction details. System reports allow administrators to monitor performance and service status. And they let you audit the entire system.

True omnichannel analytics

To understand customer needs and desires you have to see them at every point in their journey. Don’t lose the thread when users change channels of contact. Combine 100% automated text transcriptions from audio with text interactions from any channel.

Using the same tool for call recordings, email, chat, social and asynchronous messaging means data is clear and easy to understand. This gives you a 360-degree view of customer-to-agent interactions and eliminates information silos.

Data transformation

Unstructured data isn’t useful. Speech and text analytics combined in a single tool makes sense of the chaos. Having all interaction data in a single place lets you organize it and understand key details.

Create tags for key moments in your customer journey. Identify which words and phrases indicate that a caller is ready to buy or about to abandon. Categorize and search these along with metadata and text events to find meaning in the structured data.

Recording platform agnostic

Don’t let valuable customer information sit in a silo. Connect to and analyze recordings from any recording platform. Automate and learn from any audio that’s in a non-proprietary and non-encrypted format.