Products: Speech Analytics

The evolution of call analysis.

Traditionally, the only way to assess agent and contact center performance was through manual processes requiring significant investments in manpower to listen to recorded calls. With speech analytics, however, you can now automate the entire process and monitor calls in near real-time to track key performance indicators (KPIs) or search for keywords to ensure consistency, adherence to script, compliance, quality, and avoidance of offensive language.

Better yet, speech analytics can also be used as an extension of analyzing customer data by mining audio to understand important business trends and customer insights that you can use to optimize your results. To the contact center this means greater objectivity, accuracy, consistency, and improved agent morale. For your customers it simply means better service.

Speech Analytics Help You:

  • Optimize resources. Automate your quality monitoring processes so you spend less time reviewing calls and more time coaching and developing agent skills.
  • Reduce costs. Monitor more calls in less time using fewer resources.
  • Extend value. Get more out of your recorded interactions with more thorough business analytics.
  • Improve call quality. Keep track of key performance indicators (KPIs) and identify pain points and areas of success in customer service faster.
  • Assure compliance. Confirm that mandatory disclosures and scripts are correctly recited.
  • Gather valuable information. Easily mine audio to obtain important business and market intelligence to facilitate faster, more informed decision-making.

Product Offerings

  • SERTAINTY

    SER's innovative speech analytics product is creating industry buzz as the fastest way to evaluate agent and contact center performance, pinpoint customer issues, identify additional revenue opportunities, gather competitive intelligence, and improve customer service.

SERTAINTY is protected by copyrights and one or more of the following United States and international patents: U.S. Patent Number 7,076,427 and U.S. Patent Number 7,133,828.