Speech Analytics
Turn Voice Data into Actionable Intelligence to Optimize Call Center Performance
Analytics 365 empowers users to extract valuable insights from every customer call. Using AI-powered speech analytics, the platform analyzes sentiment, keywords, and conversation patterns, helping you understand customer emotions, spot issues early, and improve agent interactions.
Analytics 365 Is Trusted By Businesses Worldwide
How Analytics 365 Works
Integrated fully with Microsoft Teams, Analytics 365 captures and processes conversations, applying advanced AI to transcribe and analyze speech in real time. It detects and flags calls that include specified keywords and phrases. Flags are applied in real-time and are visible when a user accesses the portal to filter recordings by topic. When a notification overlay is applied, it will also trigger an email notification to specified persons. Managers have access to dashboards and detailed reports.
Call Center Speech Analytics Software
Extract Meaningful Insights and Improve Customer Interactions.
Sentiment and Emotion Detection
Analytics 365 tracks customer emotions throughout a single call by analysing vocal tone, pitch and pace. As this information is presented as a visual timeline, supervisors can quickly analyse shifts in sentiment without listening to the whole recording. For example, a visual timeline showing a call starting with a negative sentiment, and ending with a positive sentiment, confirms that the agent successfully turned the conversation around.
Keyword and Topic Spotting
Our platform automatically flags important keywords and recurring topics within calls. The visual timeline pinpoints exactly when a flagged topic occurs, such as a customer complaint or a risk trigger. This allows a compliance manager to skip through a 30-minute call to get straight to the critical segment, saving time and enabling early action.
Trend and Root Cause Analysis
By aggregating data across all calls, Analytics 365 identifies common themes and systemic issues that drive customer contact. These insights empower businesses to address root causes, optimize processes, and reduce repeat calls, improving overall operational efficiency.
Risk and Compliance Monitoring
Analytics 365 scans calls to highlight potential compliance breaches, such as missed disclosures or inappropriate language. Meaning supervisors can quickly investigate and resolve risks, keeping the organization audit-ready and protecting its reputation.
Agent Performance Insights
The platform provides managers with detailed insights so they can identify coaching opportunities using objective data, focusing training efforts to enhance agent skills and boost customer experience.
Setting Up Analytics 365 Is As Easy As 1, 2, 3
Call Recording with Conversation Analytics Plans and Pricing
Empower teams with workplace analytics driven by Microsoft Teams. Collect and analyse user data to boost productivity and increase collaboration within your business.
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