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AI Speech-to-Text Analytics
Get accurate insight into call centre interactions with speech-to-text analytics.
AI Speech-to-Text Analytics for Contact Centres
Call centres face a significant challenge in achieving accurate speech analytics. Without reliable transcriptions, the insights taken from speech analytics can’t be used to shape agent training and operational improvement.
Get reliable call transcripts with MaxContact’s Spokn AI platform, which uses an advanced speech-to-text (STT) solution with accuracy rates exceeding 90%.
What is a Speech-to-Text Solution?
Call centre managers will know that effective quality assurance influences successful agent training and operational efficiency. But analysing vast amounts of call data to assess call quality is time-consuming. That’s where accurate speech-to-text steps in.
Speech-to-text can quickly convert spoken language into written text, transforming audio recordings of customer interactions into searchable, analysable text available after every call.
Powered by accurate speech-to-text technology, our speech analytics software can:
Post Call Analysis
Analyse call transcripts to identify trends, patterns and areas for improvement in agent performance and customer satisfaction.
Identify & Visualise Insights
Use the keyword search functionality to highlight calls that don’t meet regulatory compliance, protecting your business’s reputation and bottom line.
Make Data-driven Decisions
Give your contact centre team the tools to fully understand customer concerns, respond effectively and deliver personalised service.
How Does Speech-to-Text Software Work in Call Centres?
Speech-to-Text (STT) software in call centres operates in a multi-step process. First, it captures and cleans incoming calls, removing background noise and other distractions to ensure accurate audio transcription.
Next, the software breaks down the audio into smaller sound units, or phonemes, and compares these sounds to a vast database of words. By considering the context of the entire conversation, STT software intelligently assembles these words into meaningful sentences, adding punctuation and identifying who is speaking.
This process gives a detailed and accurate transcript of the call, providing contact centres with valuable data for analysis and improvement. The transcripts can be used to conduct sentiment analysis at phrase level, which helps to identify trends, common problems and agent performance. This data can then be fed into reports on call topics, customer satisfaction and other benchmarking metrics.
Why you should work with us
Simple to get started
Whether it’s licensing, pricing or set-up, we make it easy.
Seamlessly Connected
Integrated with our existing contact centre platform for easy onboarding, better adoption and simplified reporting.
Unlimited Data Storage
As part of our promise to you, storage will always be included in your monthly cost with no hidden fees.
See Spokn AI in action
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The Benefits of AI Speech-to-Text Analytics
Get Accurate Transcriptions
More accurate transcripts can help call centre managers gain a deeper understanding of customer needs, concerns and emotions. It helps agents tailor their responses to individual customers, leading to improved customer satisfaction and reduced call handling time.
Faster Analysis
Post-call transcripts allow for easier analysis to identify trends, issues and opportunities. Issues can be addressed more promptly, improving customer satisfaction and reducing resolution time.
Improves Agent Performance
Transcripts can be used to highlight areas where agents may need to improve their communication skills, product knowledge or objection handling abilities. By analysing transcripts, contact managers can identify and address common errors, reducing mistakes and improving overall quality.
Automates Call Summarisations
Automated summaries eliminate the need for manual transcription and analysis, saving time for agents and managers. Summaries can be quickly reviewed to identify quality issues and monitor compliance with standards.
Supports Compliance & QA
Transcripts can be easily searched for specific keywords or phrases to identify compliance issues or quality problems. Call centre managers can quickly review transcripts to ensure adherence to regulations and mitigate risks. Accurate transcripts also provide valuable evidence in legal disputes.
Provides the Foundation for Accurate Speech Analytics Technology
Accurate transcripts are essential for the reliable functioning of speech analytics software. It enables speech analytics software to provide more in-depth insights.
Spokn AI will absolutely revolutionise the way we approach sales training and people's individual performance.
Karl Burke, Contact Centre Manager
Experience Spokn AI Speech-to-Text Analytics
By analysing transcripts, contact managers can identify and address common errors, reducing mistakes and improving overall quality.
Summaries can be quickly reviewed to identify quality issues and monitor compliance with standards.
Issues can be addressed more promptly, improving customer satisfaction and reducing resolution time.
Transcripts can be easily searched for specific keywords or phrases to identify compliance issues or quality problems.
Download our speech analytics brochure
Discover how speech analytics can work for your business.
Download our Speech Analytics brochure
To find out how you can use speech analytics in your business. Fill in your details below and we’ll email you a copy of our brochure right away.
