Speech analytics
115Verified suppliers
Built for
The challenge
Your organization faces the challenge of understanding the vast amounts of unstructured data contained within customer conversations. Traditional quality assurance methods are insufficient, leaving the majority of interactions unmonitored and potentially non-compliant. The inability to efficiently analyze these interactions leads to missed opportunities for improving customer experience, identifying operational inefficiencies, and mitigating compliance risks. You need a scalable solution to unlock the insights hidden within your voice data.
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$3T
in global annual CX loss due to poor customer service
56%
of silent churners don't complain, they just switch
1-2%
of calls typically sampled in manual quality assurance
The solution
Speech analytics addresses your unique challenges through modern solutions and key capabilities.
High-accuracy ASR
Converts audio to searchable text with low word error rates, ensuring trustworthy data for analysis and accurate insights.
Sentiment and emotion detection
Identifies tones of frustration, happiness, or confusion, enabling personalized and empathetic customer support.
Auto-QA and scoring
Automatically scores 100% of calls against a rubric, removing human bias and providing fair agent evaluations.
Topic categorization
Groups calls by customer intent (e.g., billing, cancellation), helping to identify root causes of high call volumes.
Real-time agent assist
Provides live prompts and knowledge base links, reducing average handle time and improving resolution rates.
Generative summarization
Automatically writes call notes and summaries in the CRM, saving agents valuable time on manual tasks.
See how speech analytics suppliers stack up
Our Palomarr Insights chart shows the full landscape of speech analytics solutions.
- See how companies stack up against each other
- Get a detailed breakdown of each supplier
- Compare 115 suppliers
How to evaluate speech analytics
1
Transcription accuracy
Evaluate the word error rate (WER) in realistic conditions, considering background noise and diverse accents.
2
Sentiment analysis nuance
Assess the system's ability to differentiate between subtle emotions, such as assertiveness versus aggression.
3
Real-time capabilities
Ensure the lag time between the spoken word and the agent prompt is low enough to be actionable in real-time.
4
Integration ecosystem
Verify pre-built connectors for your existing CRM, CCaaS, and other critical business systems.
Questions to ask suppliers
Use these questions during supplier evaluations to ensure you're choosing the right partner for your needs.
Speech analytics RFP guide- How does your platform handle noisy call center environments and regional accents?
- What pre-built integrations do you offer for CRM and CCaaS platforms?
- What is your guaranteed word error rate (WER) for my specific industry vocabulary?
- How do you ensure compliance with data privacy regulations like GDPR and HIPAA?