VoiceAnalytics
Last Updated
Overview
VoiceAnalytics provides automated quality monitoring by transcribing and analyzing every conversation in a contact center. Though users might need time to master the complex reporting interface, its sentiment detection effectively highlights customer dissatisfaction. Overall, its analytics engine enhances organizational decision-making while tracking every agent interaction.
VoiceAnalytics Specifications
- Call Reporting and Analytics
- CRM Integration
- Real-Time Dashboard
- Speech Analytics
VoiceAnalytics Features
Automated Quality Management
This feature enables the software to automatically score every customer interaction based on predefined KPIs. It replaces manual sampling with comprehensive analysis. In this regard, it ensures that quality standards are consistently met across the entire workforce while identifying specific areas for targeted agent coaching.
Speech-To-Text Transcription
The software supports high-accuracy transcription of call recordings into searchable text formats. This functionality allows managers to quickly locate specific phrases or compliance statements within thousands of hours of audio. Therefore, VoiceAnalytics significantly reduces the time required for data retrieval and auditing.
Goal Setting And Feedback
This platform facilitates the creation of objective performance targets for individual agents and teams. It provides direct feedback by comparing live performance against established goals. Therefore, it helps motivate staff and ensures that organizational objectives are prioritized during every call.
Productivity And Performance Tracking
VoiceAnalytics monitors key efficiency metrics, including silence periods, crosstalk, and speech rate. By visualizing these productivity indicators, supervisors can identify communication bottlenecks and implement strategies to streamline workflows. Ultimately, it improves the overall customer experience and operational output.
Call Visualization And Categorization
This functionality automatically organizes interactions into specific categories based on themes, sentiments, and keywords. VoiceAnalytics presents these datasets through intuitive graphical dashboards, allowing stakeholders to spot emerging market trends and customer pain points at a glance.
Pros And Cons of VoiceAnalytics
Pros
Provides language-independent emotion and sentiment detection
Real-time assistance reduces average call handling time
Highly accurate transcription supports multiple global languages
Cons
Initial data mapping needs dedicated administrative time
Notification settings may need fine-tuning initially
VoiceAnalytics Reviews
Total 3 reviews
5
All reviews are from verified customers
Rating Distribution
5
Stars100%
4
Stars0%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Leisure, Travel & Tourism, 101-500 employees
Less than 6 months
“quick and detailed analytics”
Pros
It generates information very quickly in graph form and the level of analysis you can do by agent is really thorough. You can review performance from a broad overview all the way down to very specific details.
Cons
Some words get changed when the call is transcribed and there's no option to download the calls.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Leisure, Travel & Tourism, 500+ employees
Less than 6 months
“Smart call insights”
Pros
One of the things I appreciate most is how it automatically detects key phrases during calls which saves me a huge amount of time. The reports are also very clear and simple to understand and that makes decision making much easier.
Cons
At the beginning, it takes a little time to adjust and fully understand all the features. It's not difficult to use but it does require some patience and practice.
Rating Distribution
Ease of use
8
Value for money
9
Customer Support
9
Functionality
8
Financial Services, 51-100 employees
Less than a year
“clear interface”
Pros
The interface gives agents a really clear view of how they're performing which has been very useful. The emotion tracking for both agents and customers is also a big help.
Cons
Getting it set up to deliver the results we want has been very difficult and takes a lot of time especially in this industry if you don't already have the right skill set. Once we fine tune everything and make the right adjustments, I think we'll start seeing real progress.
Rating Distribution
Ease of use
8
Value for money
9
Customer Support
9
Functionality
9
Frequently Asked Questions
What other apps does VoiceAnalytics integrate with?
VoiceAnalytics software integrates with various third-party platforms, such as Salesforce, HubSpot, Zendesk, Microsoft Dynamics, Genesys, and Ringover.
Does VoiceAnalytics have a mobile app?
No, VoiceAnalytics does not offer a standalone mobile app.
What level of support does VoiceAnalytics offer?
VoiceAnalytics provides support through email, phone, AI assistant, and general resources, such as articles and FAQs.
What types of pricing plans does VoiceAnalytics offer?
The VoiceAnalytics price starts at €22/user/month, as per third-party sources. Request a personalized VoiceAnalytics pricing quote for your business.
Does VoiceAnalytics offer an API?
Yes, VoiceAnalytics offers an API.
Who are the typical users of VoiceAnalytics?
The typical users of VoiceAnalytics features come from different industries, including telecommunications, utilities, BPO call centers, retail, and banking and financial services.
What language does VoiceAnalytics support?
VoiceAnalytics is primary available in English, Spanish, Mandarin, Dutch, German, French, and several other global languages.