Find meaning in your call recordings with speech and text analytics

Customer conversations hold valuable insights about your brand and business.

Speech and text analytics

Modern speech analytics software uses a calculated approach

Your business has lots of interactions with customers and prospects every day. These conversations hold valuable business intelligence and customer satisfaction information.

Traditional quality management programs were much less automated. Generally, they required one or more employees to listen to random call samples and then make generalised decisions. This means some of the most important or actionable customer calls could be missed.

Don’t miss a thing. Modern speech analytics gives you the ability to mine the content of all calls. Text analytics expands that reach to modern digital channels. A single solution to manage both makes your data cohesive and searchable. And that means you can search for key events about customer experience, agent performance, sales and compliance.

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Let big data drive your contact centre

Customer care

Keep your employees happy

Learn from your historical data. Automate repetitive tasks or issues based on common words or phrases. Free up live agents so they can step in when they’re needed most. Quality assurance is easier when agents are available and engaged.

Deliver omnichannel customer journeys

Make better business decisions

Determine what makes your customers happy and do more of it. Figure out the skills your best agents have. Track successful interactions that lead to sales or collections. Develop training based on your top performers. Then teach other agents how to provide similar levels of support.

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Avoid penalties and fines

Compliance is difficult and failure is expensive. Automated speech and text monitoring can help. Check agent and organisation compliance automatically according to legal, regulatory and business obligations. Watch all interactions to reduce the risk of compliance failures. Avoid litigation, financial impact and damage to your reputation.

The most comprehensive interaction analytics

Interaction analytics from Genesys unites text and speech analytics solutions into a single application. You get a comprehensive view of your data without having to navigate disparate tools. Record and track all interactions across all channels of contact. Gain insights with rules-based reporting in a unified dashboard.

Intelligent automated routing

A single application to analyse voice and text

Prospects and customers already contact your business across channels. And, as the number of digital channels grows, so does the complexity of your customer data. If you want to make sense of the data, you need tools that do the heavy lifting. That means having one application that lets you look at all conversations — across all channels of contact — in exactly the same way.

Whether users call, text or reach out on a new digital channel, all the information stays together.

Ethics and compliance

Quality and coaching built into your contact centre

When quality and coaching are managed outside of your call centre solution, it creates internal silos. To combat this, Genesys built coaching modules into interaction analytics. This allows for automated quality, training and coaching workflows.

Use what you learn in each interaction to keep improving agent development. And consistently increase process efficiency and effectiveness.


No accuracy issues with dual analytics

Many analytics engines convert audio into text or phonemes before analysing. This results in data loss. And that compromises the reliability (accuracy and completeness) of your information.

Genesys combines two analytics engines to recognise entire phrases within the call audio, making call transcriptions comprehensive and clear.

"Speech analytics enables HRRG to measure and monitor agent performance on every call, in exactly the same way for each agent, which was impossible for us to do previously using traditional methods."

David Friedlander


Healthcare Revenue Recovery Group (HRRG)

See the full picture across all interactions

Interaction analytics prepares you for the future. Combining speech and text analysis in a single tool means you have a clear view of the customer journey.

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 mould future customer interactions. By setting rules based on particular words or phrases you can identify key points in the customer journey and optimise them on later calls.

Patented speech-to-phrase recognition engine

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

The speech-to-phrase recognition engine recognises 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 behaviours based on phrases or non-linguistic information. Identify best practices by comparing key phrases and other behaviours 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 organise 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. Categorise 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 analyse recordings from any recording platform. Automate and learn from any audio that’s in a non-proprietary and non-encrypted format.


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See how over 30 vendors compare on four pillars of customer service

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Interaction Speech Recognition

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Analytics and reporting drives best-in-class CX

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Customers rank Genesys a leader in the Fall 2019 G2 Grid® Report for Contact Centre Infrastructure Software

Make sense of the sea of data

Modern consumers have endless options when it comes to buying. Providing good customer service is key to setting your business apart. See how speech and text analytics tools from Genesys help you make the most of all your customer interactions. Schedule a demo today for better online reviews tomorrow.

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