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Rajrupa Raghavan
Project/Product Owner-Manager
Director of Special Projects
Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
Marry Marsela
Public Relations

Article : The Future of Speech Analytics


Author: Tanika Marais, TPR manager, Connex One

The revolution of quality management for contact centres is driven by speech analytics. The ability to review all calls against a defined set of employee skills, allows managers to produce unbiased and actionable information that can be combined with incentives for quality performance.

Using speech analytics can help to determine areas for improvement, utilising tools such as positive/negative Sentiment analysis – which can easily understand trends in customer conversations to ascertain customer satisfaction.



In a recent poll conducted by the Connex One Linkedin Audience, less than 40% of customers said they would provide feedback on a regular basis via a service when prompted to do so.

With a large portion of customers unwilling to provide feedback manually, customer engagement teams are now turning to AI to monitor their customer feedback with real time analysis.

Speech analytics software detects certain trends based on programmed keywords and phrases as well as variations in pitch, silences and emotions.

This information is extremely valuable for companies who can now get a complete overview of what the customer thinks of your product, without relying on customers to complete timely surveys, that often produce inaccurate results.


Quality transcription converts into quantifiable data. 

Having the capability of call transcription in your contact centre can help agents reference past conversations, and easily pick up with a customer wherever the last conversation ended.

When conversations are in a written form, it’s much easier to scan for certain keywords or phrases, as well as when you need to reference particular information that was mentioned in the conversation.

Transcriptions have proven to be highly effective for training purposes. It’s a great way to showcase good agent behaviour as well as highlighting mistakes to avoid.

Agents can also choose to listen to review the script and identify possible areas for improvement. 


AI can improve understanding complex data by going beyond just comprehending trending topics. Speech analytics can provide acoustic analytics that helps to detect silent time, over talk and vocal emotion.

This type of information can equip managers to understand what type of topics are driving the negative or positive customer impact, and can thus help agents to solve customer frustration to improve customer experience.


The ability to instantly evaluate calls without going through a lengthy manual process of quality assurance listening to calls free up hours of valuable time that managers can utilize to spend on coaching for excellence.

In addition, with automated quality assurance, you gain instant insight into how your customers feel about your business with IVR surveys. Agents now have the power to view their dashboards, allowing them to self-coach and improve areas of poor performance.


Utilising the function of setting which keywords and phrases to watch out for can increase opportunities to up-sell by targeting how and when keywords are used.

By analysing the call data for discussions related to products, services, price, quality, location and much more, you can learn from your customers to identify what they want, and recognise potential up-sell and cross-sell opportunities, creating more sales.

This can also be a way of incentivising agents and measuring effort and attempts alongside success rate. For example, a Travel Agency incentivising the agents to sell upgrades on hotel rooms, can tag and measure "Junior Suite" as a key phrase and begin to establish a pattern with what goes into a successful sale of the upgrade.


About Connex One:
Company LogoConnex One is a customer engagement platform that enables next-gen communication for businesses worldwide. Our feature-rich CX software is secure, adaptable, and scalable for all businesses. Designed by a development team, Connex One enables businesses to increase revenue, boost agent productivity and improve customer satisfaction ratings. The Connex One platform provides intelligent customer experience features and AI tools for fully customizable customer journeys, workforce optimization, gamification, and contact centre operations - covering all processes in one easy-to-use platform.
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Published: Wednesday, September 29, 2021

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2023 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

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