Speech Analytics for Companies of Any Size

Speech Analytics allows monitoring all your customer conversations in voice and text, including email and messengers, extracting a wealth of data for quality assurance, further automation of communication scenarios, improving customer experience and increasing sales. Speech Analytics also works seamlessly with Virtual Assistants monitoring their performance, improving CX and widening the scope for automation of services

You would like to automate communications in the contact centre and increase its effectiveness but do not know what to start with?

Are you planning to increase sales through your contact centre?

Are you striving to raise the level of customer service?

Would you like to cut the cost of quality assurance while monitoring 100% of conversations?

Is best practice shared across all your customer service teams?

Is your offering in line with customer expectations?

Is compliance a big headache for your organization?

Capabilities

Solving key contact centre issues Speech Analytics helps address typical issues and solve key business tasks:

Speech Analytics Dashboard to track the quality and improve the service provided by the voice and text bots included in Virtual Assistants’ functionality for free

High-precision, automated monitoring for quality assurance

Customer experience is boosted thanks to improved precision of intent recognition and support to identification and replication of best practice

Agents’ productivity is increased thanks to enhanced quality control and adherence to scripts with clear evidence base for further optimization

Sentiment Analysis

Hybrid approach to sentiment analysis combines NLU with interpretations of acoustic characteristics (interruptions, pauses, intonation) and keyword/phrase spotting allowing to recognise irony and raise the overall level of accuracy.
Sentiment data is processed in conjunction with recognised customer intents and in the context of 360 degrees customer journey observation.

Key Advantages of Speech Analytics

1 Raising agents’ effectiveness and quality of work

2 Increasing sales by replicating the most effective sales techniques while reducing costs

3 Improving customer satisfaction and reducing risks of non-compliance

4 Identifying directions for further automation of communications and constantly monitoring the effectiveness of automation

5 Monitoring the dynamics of positive and negative peaks, business influencers’ performance

100% monitoring

Speech Analytics from Spitch provides automatic and complete monitoring of 100% of your customer conversations across a wide range of parameters. The accuracy that the product delivers is higher compared to more traditional methods

See how it works

The Speech Analytics Product provided by Spitch

is delivered out-of-the-box and requires little training. It can work off-line, in near real time, or completely in real time

Cloud delivery

On-premise delivery

Maurizio MacalusoSales & Business Development Director Abramo Customer Care SpA

"100% of our client calls are automatically audited with the highest accuracy"

Speech Analytics One Page

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