Contact centre speech analytics is the application of AI and natural language processing to analyse customer interactions, such as phone calls and chat conversations within the contact centre. They enable contact centres to enhance service quality, streamline operations, and make data-informed decisions.

Benefits of contact centre speech analytics

Quality Assurance and Compliance
Monitors interactions to ensure compliance with regulations and policies.

Performance Evaluation
Assesses CSR performance, communication skills, and adherence to guidelines.

Customer Sentiment Analysis
Determines customer sentiment from conversations, aiding in satisfaction assessment and problem identification.

Root Cause Analysis
Identifies the causes of common customer issues.

Call Categorisation
Sorts interactions by type, aiding reporting and resource allocation.

Agent Coaching
Provides targeted feedback for agent coaching and training.

Operational Efficiency
Identifies process inefficiencies and bottlenecks for improvement.

Sales and Upsell Opportunities
Recognises sales opportunities from customer conversations.

Customer Experience Improvement
Informs changes to enhance customer experience.

Data-Driven Decision-Making
Supports data-informed business strategies.

Predictive Analytics
Helps in forecasting call volumes and anticipating customer needs.

Real-time Alerts
Provides immediate alerts for issue resolution.