Speech Analytics

 
 

Find the meaning beyond words.


  • Capture Speech
  • Look for Trends
  • Augment Other Data
  • Take Action

Customers may say one thing and mean another. Agents may read one thing and say another. Envision uses Speech Analytics to not only document interactions, but also to provide possible insights into what really goes on during a customer-agent dialogue.

  • Capture speech so you can analyze audio interactions and convert them to text, which allows supervisors to search out keywords or phrases important to the conversation, or find a keyword quickly and easily.
  • Augment data that you collect from capturing other information such as phone recordings, desktop keystrokes and workflow, or e-mail, social media and chat conversations. Speech data can augment this data you collect, helping to identify trends and take action on that data.

RESULT: Know exactly what is said, when it’s said, and maybe even why it’s said.