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Contact Center Speech Analytics

Speech Analytics

Use data from conversations to gain critical insights for your contact center

Customer service agent using callback function

Keyword Detection gathers real-time data to achieve real-time impact

Speech analytics can be used to gain critical insights into all your customer conversations. Our Keyword Detection software transcribes every single call and performs an analysis of what is being said, providing you with accurate real-time insights.

Identifying keywords and visually representing these in a word cloud widget enables you to easily:

  • Identify call drivers
  • Understand customer sentiment
  • Gain insights for quality control and agent training
  • Quickly identify emerging trends and issues
  • Quickly and easily share reports with decision makers in your organisation

Try 10 hours for free

If you already have Skyview, you can simply add the Word Cloud widget and get started within 24 hours. The first 10 hours are free, and if you like what you see, simply continue gathering data and watch the report update in real-time.

Once the data is collected our tool makes it easy to understand by visualising it in a way that is easy to grasp, learn from and use in future decision making.

  • Share reports with your team and decision makers
  • Benchmarking and basis for coaching
  • Visual map of your teams conversations
Customer support omnichannel operator Cloud Speech Analytics

Understand 100% of the conversations taking place

While survey data is usually completed by a small percentage of your customers, keyword detection software analyzes every single conversation. Utilizing this software is an excellent complement to understand your customer interactions. It helps you gain insights that strengthens your customer service by finding patterns and allowing to act quickly on emerging trends.

  • Analyze and report 100% of your conversations
  • Strong comprehension accuracy
  • Provides insights about satisfaction, service issues, agent performance, campaign effectiveness and customer churn

How much can you save with the full Connectel solution?

Fill out how many full-time agents you have, your average amount of errands per month and the average handling time in minutes to see how much you can save by implementing the Connectel platform. In the next step, you can also choose to download a full PDF detailing how much you can save, and how we’ve calculated this.

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Your total savings per year

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