Speech Analytics
Automatically analyze all recorded calls and gain insights that will strengthen your performance management.
Gain insights into your customers' satisfaction, complaints, and expectations from conversations, and use this knowledge to improve their experience.
Assess how well your agents manage calls, and enhance their performance through training and support programs to improve service quality.
Ensure adherence to industry standards, legal regulations, and sector-specific requirements, helping you avoid penalties.
Why Speech Analytics?
%100 Automated Analysis
Automatically analyze all calls for complete insights, rather than relying on manual methods that assess only part of the data.
Topic Identification
Automatically identify and categorize call topics to quickly access relevant calls without wasting time.
Keyword Analysis
Instantly detect competitor names, complaint requests, or potential legal terms through in-call keyword analysis.
Customizable Alerts
Use the alert system to track frequently used words in calls and receive immediate notifications when a competitor's name is mentioned.
User-Friendly Design
Achieve efficient results with straightforward usability, eliminating the need for additional software training costs.
Cost Advantage
Enjoy cost savings by avoiding maintenance and support fees associated with your applications and hardware.
Boost Performance Management with Speech Analytics
Gain strategic insights to support your performance management with Onsoft Speech Analytics.
Frequently Asked Questions about Speech Analytics
What is speech analytics in a contact center?
Speech analytics automatically evaluates recorded conversations - for example by topic, sentiment and keywords. This makes it possible to assess quality, customer satisfaction and compliance across all conversations, not just a sample.
What does speech analytics detect in a conversation?
The analysis detects, among other things, topics, keywords, talk-time ratios, and the sentiment of a conversation. This turns spoken interactions into measurable metrics for quality and coaching.
Can speech analytics help with compliance?
Yes. By automatically checking every conversation against defined criteria - such as mandatory disclosures - speech analytics supports adherence to regulatory and internal requirements.
Is speech analytics possible in a privacy-compliant way?
Yes, when set up correctly with transparency, a valid legal basis, and safeguards such as access control. Onsoft provides the technical building blocks; each company defines the specific legal setup together with its data protection function.
How does speech analytics support quality management?
It provides objective evaluations across all conversations, complementing manual review. Issues become visible faster, and coaching can be targeted more precisely.