Speech Analytics Solution Guarantee top quality with GenAI-powered conversation analysis Powered by GenAI, our Speech Analytics system transcribes and analyzes your contact center’s voice and text conversations to improve your operations’ quality and find insights of value to your business. Solution advantages Maximum agility in a truly omnichannel solution. Efficiently analyzes audio and text efficiently with a powerful GenAI-driven transcription engine. High precision engine. Get automated service quality monitoring with >95% reliability. Optimized customer experience. Detects operational problems to improve customer satisfaction. Cost reduction. Automates quality management processes to optimize your resources. Better agent performance. Keep track of quality KPIs adapted to your business in real time. Business intelligence. Optimize your processes and enhance your sales. Applications Recognition of intent and key topics in each conversation. Recognition of customer mood and discomfort. Recognition of use of positive or negative language from agents. Compliance with legal and/or contractual requirements. Brand story compliance from agents. Scripted responses and texts required in each conversation. Adaptation of arguments to maximize results. Definition of a process management and optimization strategy. Technical characteristics for each quality management phase 1. Implementation adapted to the business Query builder on a no-code interface. Detects the dead air time and incidence of specific words and expressions. Configurable parameters. Automated voice and text analysis including calls, chats, WhatsApp messages, emails, and social media. Template and topic tree design. Allow conversations to be classified in a COPC model format. 2. GenAI-powered quality analysis High precision speech-to-text engine. Has a proprietary dictionary to include sounds-like words and therefore enhance reliability Multi-language transcriptions. Available in more than 20 languages and dialects to download at any time. Batch call transcription. Semantics interpretation with NLU. Understands the meaning and context of each word. Analyzes feelings and mood in tone and voice. 3. Real-time monitoring Quality assessment dashboards. Logs each agent and team’s KPIs in real time with customizable individual dashboards. Automated, hybrid, and manual analytics. Shows duration of call, dead air time, volume analysis. Manual reviews of most critical aspects. Cost control. Includes a cost control module to monitor and manage consumption. 4. Continuous improvement and decision-making Audio processing optimized for 8kHz and 16kHz - Stereo: audio text segmented by agent and customer. - Mono: conversion to stereo. - Formats permitted: wav, mp3, aac, ogg, flac, wma, mpeg, amr, caf, mp4, mov, wmv, mpeg, m4v, flv, mkv Multiple analyses on a single transcription. Various ​​​​queries and/or NLU models can be used to obtain information for various processes: sales, marketing, and quality. Continuous model training. Improves templates and semantic interpretation models with machine learning to optimize precision of call classification.