Speech analytics
There's so much valuable insight buried in each customer interaction, but the question is how to extract that information. That's where speech or voice analytics comes in—and it comes built right into Dialpad's AI-powered customer engagement platform. Book a product tour to see how it works!
For most companies, getting useful business intelligence and insights that help them understand their customers better doesn’t require fancy surveys or outsourcing work to expensive research agencies.
They already have all the insights they need—in their customer calls. And their contact center teams probably already have easy access to this information.
Traditionally, it would be through listening to call recordings one by one and taking notes, which, as you can imagine, is pretty time-consuming and labor-intensive.
Good news is, call centers and contact centers don’t have to do that anymore because of automation. Specifically, thanks to call center speech analytics software.
But what exactly is speech analytics? How does it work? And how can it help contact centers improve operational efficiency?
What is speech analytics software?
As its name suggests, speech analytics are the data and insights you get from digging into conversations that your business has—usually on the phone, and usually with customers and prospects.
You can get speech analytics for both live calls and recorded ones, and if your speech analytics software system has a really good speech-to-text feature, it could even transcribe calls in real-time.
For example, Dialpad Ai does exactly this—but can also analyze speech and pick up on keywords and phrases chosen by the user.
This functionality gives contact centers many more possibilities in terms of what they can do with all these conversations they’re having with customers every day.
It also integrates with CRMs like Salesforce and HubSpot, and other tools like Zendesk to provide these real-time voice transcriptions and automatically log customer interactions, right inside those tools:
👉 Dialpad tip:
A good speech analytics solution should at the very least be able to transcribe conversations accurately. Otherwise, it can’t provide you with the actionable insights you need to make informed decisions and improve agent performance.
What contact centers can do with Dialpad's speech analytics
Spot problem areas more easily
Are certain competitors coming up in conversations more? Maybe you’re interested in reasons why customers call to ask for refunds. You can program these words and phrases into Dialpad to track how often they come up in conversations—and provide a better customer experience.
Reduce churn
Retaining customers is important for every business. What if you could anticipate issues better and solve issues before customers leave you? A speech analytics tool like Dialpad can help you pick out these issues more quickly. Create Custom Moments to track how often terms like “money back” or “cancel” or “refund” comes up on customer conversations:
Coach agents at scale
What if an agent needs assistance during a phone call? With Dialpad, call center managers and supervisors can see a live sentiment analysis for each call, read real-time transcripts of phone calls their agents are on, and message them on the side with advice.
Provide a great customer experience while reducing costs
Use customer insights from your calls to improve your quality assurance and quality monitoring efforts, reduce the number of repeat calls—and ultimately, improve customer satisfaction—at a lower cost. (In general, the cost of speech analytics tools is often paid for when compared to the positive impact they can have on the customer experience.)
Easily identify and address compliance issues
Compliance is a top priority for contact centers and call centers in quite a few industries. As well as adhering to legislation like the Payment Card Industry Data Security Standard (PCI-DSS) and Healthcare Insurance Portability and Accountability Act (HIPAA), you also need to adhere to the requirement in many states that customers must give consent for a call to be recorded. Along with Dialpad's speech analytics, you can also build custom APIs to automatically identify compliance issues in customer engagements.
Start harnessing AI-driven speech analytics with Dialpad
You may already have a team of great agents working in your contact center or call center, but with a good speech analytics tool, you can turn those great agents into super agents.
By analyzing the conversations between customers and agents, either in real-time or later as call recordings or transcriptions, you can adjust your tactics to improve your contact center performance.
👉 Dialpad tip:
Dialpad's built-in artificial intelligence technology can determine keywords that are associated with positive and negative sentiment—including if a customer is angry or if an agent is struggling with a call.
Interested in speech analytics?
From helping you improve your FAQ self-service knowledge base to finding new ways to provide the best customer experience possible, the uses are endless. Get a demo of Dialpad to see how it can work for your agents, or take a self-guided interactive tour of the app!
FAQs about speech analytics
Why are speech analytics tools useful for businesses?
Speech analytics tools provide businesses with vital conversation intelligence. Not only can they transcribe calls in real time and automatically pop up helpful hints for agents while they're talking to customers, they also turn customer conversations into a usable source of insights and learnings for businesses.
Businesses that handle a lot of voice and video communications will get the most out of speech analytics. To that end, think of them as a type of workforce optimization aid. In the same way using project management tools leverages the power of software to make managers more efficient, using speech analytics can help your contact center operations learn and adapt more quickly.