Speech Analytics
Understand what is being said across every interaction, not just the sampled ones.
This application is in development. Ask to be notified when it becomes available, or tell us what your operation needs from it.
Overview
What Speech Analytics does
Manual quality programmes evaluate a small percentage of interactions. Speech Analytics widens the lens: interactions are transcribed and scanned for the topics, phrases and compliance statements your operation cares about.
The result is direction for the quality team — which calls to review, which topics are rising, and where scripts are not being followed.
- Interaction transcription
- Topic & keyword detection
- Trend analysis
Key Benefits
Why operations adopt it
Coverage beyond sampling
Analyse the full volume instead of the handful of calls a team can listen to.
Targeted quality reviews
Send analysts to the interactions most likely to contain a problem.
Early warning on emerging issues
See a topic spike days before it shows up as complaint volume.
Capabilities
Capabilities
Configured by your own administrators — not hard-coded into the application.
Transcription pipeline
Process recordings from the connector layer into searchable text.
Topic and phrase models
Define the categories, phrases and compliance statements that matter to your business.
Script adherence checks
Detect whether mandatory statements were delivered on the interaction.
Trend dashboards
Topic volume over time, by queue, campaign, agent and period.
Search across transcripts
Find every interaction where a term appeared, with jump-to-moment playback.
Quality integration
Push flagged interactions into the Quality Monitoring evaluation queue.
Use Cases
Where it is used
Compliance verification
Check mandatory disclosures across the full call volume rather than a sample.
Root-cause analysis
Identify what is actually driving repeat contacts and escalations.
Integrations
Connects with
Integration availability is confirmed for your environment before any commitment is made.
Connector for Asterisk-based telephony environments — one of several supported platforms.
Connector for AsterCDR interaction and call detail data.
Every application exposes a documented REST API for reading and writing its own data.
Subscribe to events and receive signed outbound calls when something changes.
Scheduled import and export of structured files for systems without an API.
Architecture
How it is built
This application runs as a multi-tenant SaaS product with its own data isolation, role model and API. It can operate entirely on its own, or exchange data with your existing systems through the connector layer.
Multi-tenant isolation
Each customer operates inside an isolated organisational environment. Data, users, configuration and reporting are scoped to a tenant at the application layer.
Role-based access control
Permissions are granted by role, and roles are scoped to the tenant, team and function that requires them.
API authentication and scoping
Integrations authenticate with issued credentials limited to specific endpoints and data, and can be revoked independently.
In development
Tell us what you need from it
This application is in development. Ask to be notified when it becomes available, or tell us what your operation needs from it.
An honest note
We do not publish demos or screenshots of applications that are still in development. If timing matters to your decision, ask us for the roadmap position directly.
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