Speech/ Voice Software

Best Software for Speech Analytics

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. Moreover, speech analytics solutions differ from voice recognition as the latter is just concerned with speech transcription whereas the former also delivers emotional analysis and performance insights.

What is Speech analytics?

Speech analytics identifies and analyses live customer calls or voice recordings using speech recognition software to produce valuable and vital data and provide high-quality assurance.

The speech analytics software tools can assist call center agents in recognizing when customers are agitated or stressed, allowing them to adapt in real-time or improve after knowing all the facts. Speech analytics solutions are either integrated into contact center software or provided as a preloaded feature.

Significance of Speech Analytics

One of the essential pillars of today’s business is speech. Voice conversations convey content and provide contextual information such as emotions, sentiments, tonality, and so on. Businesses can use speech analytics for agent training and coaching, identifying any suspicious incidents in legal compliance domain, making your analysis richer, process enhancements, examining the competition and for sales training and development.

Some Best Speech Analytics Software

JustCall

A contemporary cloud phone solution for sales and support teams is called JustCall. It seamlessly incorporates all widely used business tools (Slack, Zapier, Helpdesk, CRM, Intercom & more).

A conversation intelligence technology called JustCall IQ records each call, analyses it, and produces a call transcript that can be downloaded at any time to listen in on the conversation happening in real-time.

The manager can add notes and recommendations at any specific time throughout the call. The agent can use this to analyze and implement changes.

Your sales employees can make more calls and close more deals using JustCall. And your customer service representatives won’t ever miss a call. You could use JustCall on the web, on a desktop computer, and a mobile device running iOS or Android.

Tethr

Tethr is artificial intelligence (AI)-enabled speech analytics technology that enables call centers and other business teams to track, analyze, and gather insights into customer conversations on a unified platform to reveal actionable insights. Administrators can use pre-configured and customized dashboards to obtain visibility into KPIs such as customer loyalty, sales, marketing, communication channels, and product offers.

Tethr’s key features include classification, search, email notifications, team collaboration, and real-time alerts. The platform assures that the Health Insurance Portability and Accountability Act (HIPAA), National Institute of Standards and Technology (NIST), and other state legislation are followed. Businesses can also provide customized training to specific agents and keep an audit trail of calls, interventions, and other actions.

Tethr provides an application programming interface (API) that allows businesses to integrate the platform with a variety of third-party solutions. Pricing is accessible upon request, and assistance is provided via phone, email, documentation, and other online methods.

 Observe. AI

Observe. AI is an intelligent workforce platform that transforms contact centers by incorporating AI into customer interactions, increasing agent effectiveness, and automating recurring activities that enhance revenue and customer retention.

Managers can use AI to search and analyze calls to acquire insight into various elements of interactions. Observe. AI assists teams in improving call quality, tracking compliance, and encouraging agents to be top performers. Within the timestamped transcript, managers can provide coaching recommendations to agents, record compliance issues, and discuss evaluations with team members.

Top Benefits: Automatic Transcription and Business Coaching Natural Language Processing, Progress Tracking, Reporting/Analytics, Sentiment Analysis, API, Audio Capture, Automatic Transcription, Business Coaching, Call Center Management, Call Monitoring, Call Recording, Call Reporting, Call Tracking.

 CallMiner Eureka

CallMiner is a SaaS-based customer engagement and voice analytics tool that uses artificial intelligence and machine learning to gather, transcribe, and reveal insights from 100% of your customer interactions.

The CallMiner Eureka platform converts your customers’ and employees’ voices into operational intelligence at scale. Customer Conversation Analytics provides visibility into dialogue and sentiment, agent performance management, and PCI-compliant sensitive data redaction to enable secure sharing across the enterprise.

Talkdesk

Talkdesk is the world’s most popular web-based contact center, assisting businesses worldwide in strengthening their interactions with their consumers. The next-generation cloud-based call center software allows you to communicate with your customers.

The user-friendly interface offers advanced functionality, comprehensive reporting, and seamless interfaces with the 25+ business tools to enable sales and service teams to participate in personal & productive discussions with clients. Talkdesk gives agents a 360-degree perspective of a client by providing a seamless service that enables organizations to:

  • Increase the number of personal conversations you have with prospects and customers.
  • Increase the productivity and efficiency of teams.
  • Improve business KPIs by taking data-driven actions.

Genesys

Genesys is a speech analytics software that is used for broad market research in public, private sectors, industries, telecommunications, and call centers. It is used for call screening by both on-premise and remote teams via the web, cellular, and other physical communication channels such as landlines and telephones.

Because it includes the most advanced analysis features, Genesys is the ideal tool for market research. Large corporations frequently use it to track how customers behave and what they feel about their brand to strengthen their relationship with them.

VoiceAnalytics

This speech analytics voice software assists contact centers in improving agent effectiveness, compliance, and customer satisfaction. It provides a 360-degree perspective of what happens across all interactions.

The system’s all-in-one solution includes various modules that monitor the client experience and agent performance, allowing you to take action and ensure the highest quality of customer service.

Managers may avoid client friction by automatically identifying and notifying them of essential interactions using keyword and phrase recognition. Detailed call categorization identifies the reasons and themes that create the most calls and the accompanying attitudes.

Verint

Verint is an enterprise software company that offers its customers business information capabilities. This is done by providing information to the business about what the customers require, what puts them off and how the agents of the business can help solve their problem. The software provides information for improving customer experience through transcribing calls between customers and agents efficiently. Besides labor management, fraud and security compliances, interaction insights, and so on, it also performs speech analytics. Verint’s speech analytics help in call transcription but does not explicitly offer coaching and training use cases.

Chorus

Chorus is another enterprise participant in the speech analytics space. Zoominfo owns it, and it focuses on sales intelligence use cases. It features robust AI algorithms that convert voice to text and then analyze it for better sales results. It analyses deal opportunities, sales agent performance, and potential coaching opportunities. It works with VOIPs and VC tools to record your calls and transfer them to various CRM solutions.

Conclusion

In the future, speech analytics will be a mandate for organizations involved in sales, customer engagement, and the call center industry. Companies will create other predictive analytics stacks based on existing data, providing companies with insight and predictability. As technology progresses, we will see more speech-to-text transcription, its spread to other languages, and insights into call quality, such as the tone of the customer’s mood, style, and so on.

Frequently Asked Questions (FAQs)

What does speech analytics refer to?

Speech analytics identifies and analyses live customer calls or voice recordings using speech recognition software to uncover valuable and vital data and provide high-quality assurance.

What Is the Role of a Speech Analyst?

A speech analyst works for a company that analyses consumer phone calls to learn how customers interact with a brand. As a speech analyst, you listen to customer conversations and analyze interactions to your employer’s advantage.

What kind of machine learning is used in speech recognition?

Deep learning and neural networks are two AI and machine learning technologies commonly used in advanced voice recognition software. These systems employ grammar, structure, syntax, and the construction of audio and voice signals to process speech.

How are speech analytics and text analytics different?

Speech analytics analyses recorded calls to gather information, providing structure to customer interactions and exposing information hidden in customer contract center contacts with an organization. Text analytics is the study of unstructured data to discover trends and patterns in words and phrases.

How can speech analytics help in legal and compliance issues?

Personal information and legal compliance are essential in the finance, banking, and healthcare industries. Speech analytics help you identify any suspicious incidents in this domain, potentially saving you millions in future compliance litigation.

With a foundational role at Saas Labs, Anand has been a key player in establishing the Product Management function and spearheading the launch of our Conversation Intelligence solution. His expertise in AI innovation guides both the strategic direction of the products and a team committed to excellence.

How useful was this post?

0/5

-

( 0 votes)

Learn from our videos