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.
Speech analytics automatically evaluates recorded conversations—for example, by topic, sentiment, and keywords. This allows quality, customer satisfaction, and compliance to be assessed across all conversations, not just through random samples.
The analysis detects topics, keywords, talk time shares, and the sentiment of the conversation, among other things. This generates evaluable metrics for quality and coaching.
Yes. By automatically checking all conversations against defined criteria—such as mandatory announcements—speech analysis supports compliance with regulatory and internal requirements.
Yes, if properly designed with transparency, a viable legal basis, and protective measures such as access control. onsoft provides the technical building blocks; each company coordinates the legal design with its own data protection officer.
It delivers objective evaluations of all conversations, thus complementing manual assessment. Anomalies become visible more quickly, and coaching can be targeted more effectively.