Increase your contact center's productivity
and reduce operational costs with
inConcert Speech Analytics.
This technology transcribes call audio and applies artificial intelligence to extract data, patterns and trends to extract data, patterns and trends, according to the criteria you configure. Thus, you will be able to get to know your customers you can gain in-depth knowledge of your customers and your agents' skills, in a simple and automated way.
SMARTER QUALITY MANAGEMENT
Take your contact center quality control to a new level. Guarantee excellence in customer service, ensure compliance with service policies and optimize time and monitoring costs.
MORE PRODUCTIVITY IN YOUR TEAM
Reduce management time and optimize your team's training by knowing in depth their skills and detecting opportunities for improvement.
KNOW YOUR CUSTOMER
Identify the preferences and needs of your customers to provide an optimal and personalized contact experience. Apply Speech Analytics to the sales area and transform that information into revenue.
ACQUIRE BUSINESS INTELLIGENCE
Extract unstructured data from your interactions, whether by phone, chat or other channels, to complement your operational indicators with qualitative information. Visualize your contact center metrics in a new dimension.
inConcert Speech Analytics allows you to analyze 100% of the contact center interactions
and obtain valuable data in a fast, automatic and intelligent way, in order to
get a deep understanding of customers and agents'
skills (among many other applications).
The intelligent analytics software
that drives your results.
Some of the features our customers love.
High fidelity audio-to-text transcription engine. Perform transcriptions in any language, which you can then download.
Automated speech analysis
Automatically and intelligently extract data from all your calls, according to the parameters you set in your studies.
Automated text analysis
Analyze all interactions in your omnichannel contact center, including chats, WhatsApp messages, emails and social networks.
Separately analyze agent and customer interventions through audio diarization.
Perform studies with queries to evaluate interactions based on the semantic criteria you define.
Create your own queries with a user-friendly interface for their design, without the need for coding. (Although, if you prefer, you can also program them with code).
Use our study templates with queries to make your evaluations more agile. Or if you require it, you can also make generic queries.
Select the interactions to analyze using powerful filters based on multiple criteria: period, duration, type of call, tags or others.
Evaluate interactions based on cognitive criteria with NLU (Natural Language Understanding) to analyze intentions and entities.
Detect feelings, emotions and moods in the voice of your agents or customers. Extract information beyond words.
Automated quality analysis
Implement Speech Analytics to automate quality analysis. Evaluate service levels, agent skills and compliance with requirements across all interactions, without relying on random samples.
Mixed quality analysis
Set up mixed quality plans, performing one part of the analysis in an automated way and another part manually.
Automated analysis of interactions from the contact platform or by importing external audios.
Speech and silence time
Accurately detect and measure agent and customer talk time and silence time.
Reports & Dashboards
Extract customized reports with data from each study. Visualize agent performance indicators in dashboards to know their level of effectiveness and skills.
Receive alerts and notifications every time a new lead is generated to update immediately on it.
Access information about the path your leads follow through the sales funnel and which ones.
Communicate by phone, WhatsApp, webchat, mail or the channel that your clients prefer and have a unified view of the interactions.
Manage multiple sales teams and track the progress and probability of closure of each opportunity.
Automate sales tasks, actions and processes intelligently, freeing up resources and time.
Record and view the tasks, activities, communications, meetings of each contact.
Boost your sales with bots and virtual assistants that obtain information, provide answers and offer content.
Segment your customers and contact them proactively by offering them products and services according to their interests.
Track all opportunities, interactions, tasks and activities automatically synchronized with your PC from your mobile.
Control the pulse of your operation and collaborate with your salespeople when they need you.
Access a historical record of all interactions with your contacts as a backup or to boost your sales.
Detect new opportunities and how to improve sales management by extracting information from interactions.
Achieve the maximum performance of each lead with management tools and monitoring of sales activities.
Get visibility into the main indicators of your sales processes and business intelligence to improve results.
inConcert Sales is integrated with the main digital media and is also natively integrated with inConcert.