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Speech Analytics Software is a technology solution that analyzes audio recordings of customer interactions, typically in call centers. It uses advanced algorithms and artificial intelligence to extract valuable insights from spoken conversations. However, unlike voice recognition, which focuses solely on transcribing speech and identifying speakers, speech analytics offers insights into emotional and sentiment analysis. These tools assist call center representatives and managers in recognizing when customers are agitated, confrontational, or stressed. This enables them to adapt and enhance representatives' future performance by coaching them on how to handle challenging situations and provide satisfactory customer support. Speech analytics solutions can either integrate with existing contact center software or be included as a built-in feature. Key Features: * Transcription: Converts spoken language into text, enabling further analysis of conversations. * Sentiment Analysis: Assesses the emotional tone of conversations, identifying positive, negative, or neutral sentiments expressed by customers and agents. * Keyword and Phrase Recognition: Detects specific words or phrases that indicate customer needs, complaints, or satisfaction levels, helping to identify trends and issues. * Compliance Monitoring: Monitors agent interactions to ensure adherence to regulations and company policies, reducing the risk of compliance violations. * Performance Metrics: Provides insights into agent performance, including talk time, hold time, and resolution rates, allowing for targeted coaching and improvement. * Reporting and Dashboards: Generates visual reports and dashboards that highlight key metrics and trends, making it easier for managers to make data-driven decisions. Speech Analytics Software is a powerful tool for organizations looking to leverage customer interactions for improved service delivery, operational efficiency, and strategic planning. By analyzing spoken conversations, businesses can gain a deeper understanding of customer experiences and enhance their overall service offerings.
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Google Cloud Platform
google.com
Google Cloud Platform (GCP) provides cloud computing services including computing, data storage, analytics, and machine learning for application development and management.
JustCall
justcall.io
JustCall is a communication platform for businesses that enables calling, SMS, email, and WhatsApp interactions, with automation and integration features to enhance customer engagement.
Five9
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Five9 is a cloud-based contact center software that enhances customer service through intelligent routing, analytics, and seamless CRM integrations.
Vonage
vonage.com
The Vonage app is a communication platform for businesses that facilitates voice, video, and text communications, with features for collaboration and customer service automation.
Talkdesk
talkdesk.com
Talkdesk is a cloud contact center platform that enhances customer service through AI-driven solutions, enabling efficient, omnichannel communication for businesses.
Cloudtalk
cloudtalk.com
CloudTalk is a cloud-based call center platform for managing calls, automating workflows, and integrating with CRM systems to enhance customer communication.
Sprinklr
sprinklr.com
Sprinklr is a cloud-based platform that manages customer service across 30+ channels, enhancing interactions and providing AI-driven insights for businesses.
Voiso
voiso.com
Voiso is a cloud-based contact center solution offering features like auto-dialers, AI speech recognition, and omnichannel support, with CRM integrations and 24/7 customer support.
OpenText
opentext.com
OpenText is an app for managing enterprise information, handling content and unstructured data for large organizations and agencies.
AssemblyAI
assemblyai.com
AssemblyAI provides advanced speech-to-text and audio intelligence services for transcription, analysis, and insights from voice data.
NICE inContact
incontact.com
NICE inContact is a cloud-based contact center solution for managing customer interactions across various channels with tools for analytics and workforce optimization.
Genesys Cloud
genesys.com
Genesys Cloud CX is a cloud-based contact center platform for managing customer interactions across various channels, enhancing service efficiency and engagement.
Verint
verint.com
Verint provides a customer engagement platform that helps businesses improve customer interactions through analytics, feedback, and integration with other systems.
CommPeak
commpeak.com
CommPeak is a cloud-based communication solution that provides customizable contact center services, VoIP, SMS, and analytics for efficient business operations.
Echo AI
echoai.com
Echo AI is a Conversation Intelligence platform that uses generative AI to analyze customer interactions, providing businesses with real-time insights and actionable intelligence.
Cordless
cordless.io
Cordless is a cloud-based call center for customer support, providing conversation transcriptions, sentiment analysis, and CRM integrations for insights and training.
MaestroQA
maestroqa.com
MaestroQA is a quality assurance management platform for support teams, providing tools for performance evaluation, process optimization, and reporting.
PolyAI
poly.ai
PolyAI creates conversational assistants that engage customers in natural dialogue to resolve issues for businesses in various industries.
Ender Turing
enderturing.com
Ender Turing analyzes calls, chats, and video meetings to identify top performers, helping employees self-coach and improve their performance.
Observe.AI
observe.ai
Observe.AI analyzes customer conversations in contact centers to enhance service quality and agent performance through insights and automated quality assurance.
Dubber
dubber.net
Dubber is a cloud-based call recording and voice AI app that automatically records conversations, offering secure storage, transcription, and real-time insights.
Skit.ai
skit.ai
Skit.ai automates collection conversations for agencies and creditors using AI across voice, text, email, and chat in English and Spanish, enhancing recovery processes.
Level AI
thelevel.ai
Level AI offers AI solutions to improve customer service and sales efficiency, helping companies enhance customer experiences and business growth.
Maqsam
maqsam.com
Maqsam is an AI-powered contact center solution for Arabic-speaking businesses, streamlining communication and improving customer service across multiple channels.
NUACOM
nuacom.com
NUACOM is a hosted phone system for businesses, providing features like call management, IVR, call recording, and analytics to enhance communication and customer support.
Convin
convin.ai
Convin is an AI-driven contact center software that records, analyzes, and improves customer interactions across calls, chats, and emails for enhanced service efficiency.
Curious Thing
curiousthing.io
Curious Thing provides voice AI assistants for businesses to automate customer calls and engagement across various services and industries, enhancing efficiency and experience.
CallFinder
mycallfinder.com
CallFinder is a cloud-based speech analytics tool that automates quality monitoring and evaluates agent performance for small and medium businesses across various industries.
WIZ.AI
wiz.ai
WIZ.AI offers AI-driven solutions for customer interactions, including hyper-localized and personalized Talkbots that function across multiple communication channels.
Knowlarity
knowlarity.com
Knowlarity is a cloud-based communication platform that enhances business interactions and customer service through integrated telephony and multi-channel capabilities.
Infinity Hub
infinity.co
Infinity Hub is a call intelligence platform that tracks customer interactions, analyzes calls, and integrates with various tools to optimize marketing and operations.
Alvaria
alvaria.com
Alvaria is a contact center and workforce optimization platform that enhances customer interactions and operational efficiency across various channels.
Enthu.ai
enthu.ai
Enthu.ai is an AI platform for contact centers that monitors customer interactions, analyzes speech, and provides insights to improve agent performance and customer satisfaction.
SPEEQO
speeqo.com
SPEEQO analyzes speech and emotions to provide insights into user experiences.
Snowfly
snowfly.com
Snowfly offers gamification-based incentives and analytics to enhance employee engagement and retention, with tailored solutions and speech analytics for contact centers.
ReflexAI
reflexai.com
ReflexAI provides AI tools for contact centers, automating tasks, improving training, and enhancing interactions through simulations and quality assurance.
Recordia
recordia.net
Recordia is a cloud-based AI platform that records, transcribes, and analyzes conversations for compliance and customer insight while ensuring data security.
Yactraq
yactraq.com
Yactraq provides cost-effective speech analytics and tools for analyzing customer interactions, improving call center productivity, and understanding consumer needs.
Mediahawk
mediahawk.co.uk
Mediahawk provides call tracking and marketing analytics to help businesses measure the effectiveness of their campaigns and optimize marketing strategies.
Echovane
echovane.com
Echovane is a tool for product and community managers to conduct market research and collect user feedback efficiently.
Rezo.ai
rezo.ai
Rezo.ai is an AI-based platform that automates and analyzes customer-agent interactions in contact centers, enhancing efficiency and improving customer experiences.
Omind
omind.ai
Omind is a unified customer experience platform that uses AI to improve customer interactions and automate business processes across various sectors.
ConvoZen.AI
convozen.ai
ConvoZen.AI is an AI tool that analyzes customer interactions to provide insights for improving sales, customer experience, compliance, and operations.
Klearcom
klearcom.com
Klearcom is a real-time testing platform for customer call paths, focusing on IVR systems to ensure efficient communication in contact centers.
Glia
glia.com
Glia is a platform that integrates voice, digital, and AI for enhanced customer service across various communication channels, improving business interactions and insights.
Ozonetel CloudAgent
ozonetel.com
Ozonetel CloudAgent is a cloud-based contact center platform that integrates multiple communication channels for efficient customer interactions.
Capturi
capturi.ai
Capturi is a conversational AI software that analyzes interactions to provide insights, assist agents, and handle routine inquiries for improved customer experience.
Call Criteria
callcriteria.com
Call Criteria provides quality assurance tools for contact centers, including AI-driven evaluations, customized scorecards, and real-time monitoring to improve agent performance.
VOZIQ
voziq.ai
VOZIQ is a cloud-based platform using AI to analyze customer interactions and feedback, helping businesses reduce churn and improve customer retention and satisfaction.
Uniphore
uniphore.com
Uniphore is a conversational AI platform that enhances customer service through NLP, speech recognition, and sentiment analysis, improving agent support and customer satisfaction.
Ressolve
ressolve.com
Ressolve is an AI-driven analytics platform that analyzes brand-audience interactions to improve customer experience.
Qtee.ai
qtee.ai
Qtee.ai transcribes call recordings and analyzes the text based on defined parameters to provide insights for operational effectiveness and decision-making.
Pobuca Experience Cloud
pobuca.com
Pobuca Experience Cloud measures Customer Experience using AI to analyze interactions, providing metrics and insights to enhance loyalty and engagement.
Callbi
callbi.io
Callbi is a secure cloud-based speech analytics solution for contact centers, providing transcription and analysis of calls in multiple South African languages.
AI Rudder
airudder.com
AI Rudder is an AI voice automation tool for call centers that automates calls and data analysis, reducing costs and agent workload.
SuccessKPI
successkpi.com
SuccessKPI is a platform that integrates AI and automation to improve customer service and workforce management in contact centers across various industries.
Provana
provana.com
Provana is a SaaS platform that helps organizations manage process-intensive operations, analyze data, ensure compliance, and handle sensitive interactions.
Prodigal
prodigaltech.com
Prodigal is an AI software that enhances consumer finance operations by analyzing interactions to optimize strategies and improve compliance and customer experience.
CallMiner
callminer.com
CallMiner uses AI to analyze customer interactions across channels, providing insights for improving service quality, operational efficiency, and customer satisfaction.
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