Call Center Speech Analytics Software

Unlock the true value of your contact center data

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Benefits of cloud telephony for your business

Here is why enterprises need it:
Enable 100% Quality Assurance

Enable 100% call quality monitoring. Unlike traditional QA, you can now monitor every single call & chat against 30+ parameters instead of just a sample of conversations.

Create truly empathetic CX

Go beyond CSAT and traditional metrics. Uncover customer sentiment & pinpoint the root cause behind it to create impactful CX changes.

Break Silos

Customer insights are critical for every department in your business. Our solution makes it easy to sort, filter, and get critical marketing, CX, and product insights from your call center data.

Get the granular insights you need to transform CX.

Our speech analytics software gives you deep insights into what your customers speak, feel, and respond best to.
  • Determine Intent. Our solution continually analyzes, categorizes, and visually represents conversational intent, so you can quickly overview what people are talking about across multiple campaigns.
  • Keep a pulse on sentiment. See how positive (or negative) customer emotions are, across every campaign in your contact center— in a single glance.
  • Get Actionable Insights. Sort transcripts and call recordings by sentiment, intent, agent, or keyword to discover what actions are needed to truly impact CX.

Accelerate Call Quality Monitoring & Supervision

Automate how you monitor every single call and chat for a more objective and make a marked improvement in call quality scores.
  • Automate Reports. Get automated reports on various call quality parameters such as Speaking Rate, Decibel Levels, Call-vs-listen ratio, Participation Ratio, and Interruptions— across every single call or chat that takes place within your contact center.
  • Save time. Team managers have reported saving up to 30 hours a month using our speech analytics dashboard to monitor calls.
  • Get Actionable Insights. Sort transcripts and call recordings by sentiment, intent, agent, or keyword to discover what actions are needed to truly impact CX.
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Enable empathetic, personalized agent training

Our Speech Analytics Dashboard & Reports help team leads pinpoint agent training needs, often improving agent scores within the first month of deployment.
  • Holistic, Objective Evaluation. Get aggregate agent scores and identify excellent & poor performers across campaigns. With Speech Analytics, you know that every single call has been monitored and the scoring is objective and complete.
  • Actionable Insights. Drill down into Percentage of Escalation Calls, Percentage of Repeat Calls, Average AHT vs Repeat Calls, Fastest Resolved Calls, and Average Retrieval Time to identify key areas of improvement.
  • Detailed Drill Down. Easily retrieve call recordings and transcripts that correspond with the highest and lowest performance in key areas, for training purposes.
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See an immediate impact on your Contact Center performance

There are multiple long-term benefits of investing in Conversational Intelligence, but here are some results you can expect from the get go.
Prevent escalations in real-time.

Our intuitive dashboards and proactive alerts make it easy for team managers to identify outliers and solve issues as they occur rather than after the fact.

Visibly Improve CX

Our dashboard is intuitive and easy to use. Managers need no training to use it and your business gets critical CX insights from the get-go.

Transform agent performance in weeks

Your team leads can pinpoint performance lags faster and often improve agent scores within the first few weeks of deployment.

Features of Our Speech Analytics Solution

Our dashboard automates the discovery of these key metrics
Average Information Retrieval Time

Track the time your agent takes to retrieve information. High values indicate a training requirement

Customer sentiment

With Voice Analytics, you can accurately grasp how positive or negative your customer felt at various stages of the conversation.

Agent Sentiment

Separately measure Agent Sentiment and get comparative reports of agent vs Customer sentiment

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Signal to Noise ratio

Get alerts when the call quality drops based on the background noise for each call.

Customer Gender

Accurately analyze customer gender across calls to personalize campaigns.

Speech Rate

Customers may not understand your agents when they speak too fast or too slow. Monitor speech rate to ensure clarity across all your calls.

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AHT versus escalated calls

Determine which conversations get escalated and take the longest to resolve to quickly identify which resolution process needs review.

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Fastest resolutions

Get regular reports on which calls are resolved fastest by intent.

Escalations

Get a regular report on which conversations tend to get escalated, by intent, to plan systemic changes.

First time vs repeat callers

Get regular updates on which kind of conversations take the longest to resolve for first-time callers.

Agent Score

Aggregate your agent performance on multiple parameters, and track top and bottom performers daily.

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Call Score

Aggregate call quality based on multiple parameters to instantly determine campaign performance

Learn how Ozonetel Speech Analytics powers better agent performance for the World's Largest Insurance Scheme

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Why Ozonetel?

Here is what makes our Speech Analytics Solution Unique
  • Ozonetel deploys a patented algorithm to achieve the accuracy of a deep learning model and uses far less data, training time, and computing power compared to those built on top of expensive GPUs.
  • Ozonetel's advanced speech & sentiment analytics technology can be deployed in 3-4 days in contrast to the usual hectic 30-45 days implementation cycle of GPU-based models.
  • Achieve 60% accuracy on after just one day one itself. The engine's learning and accuracy gradually increase post-deployment.
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Frequently Asked Questions

Yes. The proprietary model for Ozonetel speech analytics is developed by applying deep learning techniques. We combine the use of natural language processing techniques as well as voice analytics to accurately capture customer sentiment.

Speech analytics analysis of voice interactions using natural language programming (NLP). In the call center, this involves analyzing call recordings or analyzing calls in real-time.

Businesses use speech analytics to derive marketing, product development, and call center training requirements. The most immediate benefit of speech analytics is ensuring quality assurance across 100% of calls.  Learn more here.

A volume of 60db in a conversation is ideal. If your agents are speaking louder than this, it may be considered rude or unpleasant to hear. If they are speaking softer than this, then the customer may not be able to hear them.

We aggregate various performance parameters into a single score known as Agent Score. This includes parameters such as sentiment (how positive the call was), interruptions (how many times did the agent interrupt the customer), speaking rate, loudness/volume, and interval times, to determine how well an agent performed. The ideal Agent Score should be 90%.

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