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Voice Analytics

Gain deeper insight into customer conversations with intelligent voice analytics. Analyze trends, monitor performance, and uncover opportunities.

Voice Analytics

Transform every call into actionable insight with voice analysis tools that help your teams improve service, stay compliant, and close more deals.

Automatic call transcription

Automatic call transcription

Convert conversations into searchable text for quick reference, compliance, and training.

Keyword & phrase detection

Keyword & phrase detection

Monitor specific terms or phrases mentioned during calls—great for script adherence, customer sentiment, or compliance tracking.

Sentiment analysis

Sentiment analysis

Instantly gauge how your customers feel during conversations with word analysis.

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Voice Analytics: Contact Center Tips and Benefits

Optimize your contact center with real-time insights, enhanced agent performance, and improved customer satisfaction using Voice Analytics.

What can you measure with voice analytics?

Call sentiment trends

Call sentiment trends

Track positive vs. negative sentiment across calls to spot patterns and take proactive steps.

Script adherence

Script adherence

Analyze how closely agents follow scripts or talk tracks—and where deviations occur.

Keyword mentions

Keyword mentions

See how often product names, competitor mentions, or common objects come up in conversation.

Talk-to-listen ratios

Talk-to-listen ratios

Measure agent speaking time vs. customer speaking time to improve call balance and listening skills.

Escalation triggers

Escalation triggers

Detect language that signals frustration, confusion, or urgency—then coach agents accordingly.

Follow-up opportunities

Follow-up opportunities

Highlight next steps or unmet needs that emerge from conversations for smarter follow-ups.

Frequently asked questions

What is voice analytics?

Voice Analytics uses AI to analyze recorded calls for trends, keywords, sentiment, and patterns—turning raw conversations into strategic insights.

What types of businesses benefit from voice analytics?

Any business that regularly speaks with customers—sales teams, support centers, service providers, and more—can benefit from the insights it provides.

Can I filter calls by keywords or sentiment?

Absolutely. Search and filter by specific terms, flagged phrases, or emotion markers to find the calls that matter most.

How does voice analytics work with my phone system?

It automatically analyzes and transcribes calls made through your portal. No extra software or manual uploads required.

Is voice analytics secure and compliant?

Yes. All transcriptions and insights are stored securely, and analytics can help ensure agents follow compliance scripts and protocols.

What are some limitations of the analysis?

Sentiment analysis focuses on the customer’s mood, not the overall impact of the call. For example, a customer complaining about a competitor will be marked as negative sentiment—even though that could actually be a positive insight for your business.