Continuous and automatic analysis of call data that adapts to your evolving contact center
Perform a deep analysis of audio and text streams with our proprietary SpeechNLP. This helps you detect sentiment and tone of voice. Provide richer coaching on key call moments, such as openers and closers.
Our AI surfaces topics that trigger a positive or poor Customer Experience so you can replicate top agents' behaviors. Frequent mentions, shifts in data, and anomalies are automatically flagged so you can dig deeper into the most meaningful Voice of Customer insights.
Automate tedious Quality Assurance tasks on day-one, including surfacing the best calls to QA and monitoring compliance. Access off-the-shelf analytics, including dead air, hold time, and more at the individual and contact center level.
Recognized as #1 in Enterprise Support for speech transcription, we offer higher accuracy than Google and Amazon. Our AI transcribes voice and text from millions of calls each week and improves with each call. SpeechNLP even picks up terms specific to your business, allowing for deeper insights and analysis.
Silences in calls provide revealing insights into where agents need more coaching. We identify every type of silence, including its cause and length. We differentiate between Dead Air, Hold Time, and more to more accurately gauge performance.
We provide context on customer sentiment by tagging all instances of strong emotions displayed toward your agents and business. Identify rockstar agents who turn customer’s negativity around, or reach out to unsatisfied customers to ensure exemplary service.
We know how important the safety & security of your customer’s PII and PCI data are to your business. Our SpeechNLP automatically redacts all sensitive data from both audio and call transcripts ensuring that the entire platform is compliant.
We integrate effortlessly into your tech stack and offer one-click set-up. It’s simple to require delivery of recordings and metadata through SFTP, API, or S3 replication.
Take immediate action by analyzing and transcribing insights from calls within milliseconds of recording delivery.
We deliver contact centers valuable voice analytics on day one, including benchmarks on sentiment, dead air, and transcription accuracy, along with unsupervised insights.