Speech Analytics

Analytics & Insights

Never miss an emerging trend in the business or a coaching moment for your employees.

Make Every Word Count

There’s a wealth of information in every customer conversation. Talkdesk Speech Analytics™ uses artificial intelligence to understand customer intent, automate call quality monitoring and improve agent performance, so you never miss an opportunity to improve the customer experience.

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Complete Visibility into Every Conversation

Intelligently analyze real-time and historical calls to identify agent coaching opportunities and standout customer experiences. Mitigate risk by identifying possible compliance issues before they can escalate.

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Efficient and Effective Quality Management

Save valuable time and effort by prioritizing the right interactions for evaluation and highlighting key moments in each recording, so that you can easily identify areas of improvement and spend more time coaching agents.

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"64% of organizations using quality management automation and speech analytics experience more focused coaching."

Ventana Research

Drive Customer-Centric Decision-Making Across the Organization

Collect and share impactful data and insights with marketing, sales and product teams, empowering them to make more informed decisions that truly reflect your customers’ expectations.

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"Talkdesk gives us the power to analyze the business more effectively."

Daniel Capoferri, Senior Manager, IS Solutions Delivery, TUCOWS

Talkdesk Speech Analytics Features

Call Transcription

Transcribe calls using advanced speech-to-text and natural language processing (NLP) technology.

Keyword Search

Search for keywords or phrases within call transcripts to further investigate issues or emerging trends.

Conversation Analytics

Identify speech patterns like silence, cross talk and objections to identify opportunities to improve agent performance and accelerate your QM processes.

Sentiment Analysis

Understand how a caller is feeling by analyzing their tone and listening for keywords during the conversation

Reporting & Dashboards

Track performance, discover insights, and develop best practices using prebuilt and custom dashboards that aggregate data from every customer interaction.

Hear Why Our Customers Love Talkdesk

Rated 4.6 out of 5 based on 773 reviews on

4 days ago

Very easy to use

Very easy to use! Nice customer service

Jimmy Dlmtte

5 days ago

Talkdesk Efficiency

Talkdesk has made taking phone calls a lot easier. There are many different options that make talk desk more efficient to use.

Mark

7 days ago

Great tool!

We've been with Talkdesk now for about 9 months without issues. Tools are easy to use, as is the interface. Great reporting customization and dashboard creation options. No complaints and would recommend to others!

Lisa D

8 days ago

10 out of 10!

Talkdesk is an awesome all in one online phone system.

CS

8 days ago

I think that Talkdesk is brilliant!

I think that Talkdesk is brilliant for a lot of reasons. I love how easy it is to access information and listen to phone calls as that helps with our Quality Assurance. I have found, however, that the sound quality can be a bit sketchy but if I turn my phone to airplane mode it can really help!

Danielle Koval

9 days ago

Talkdesk is perfect for your customer…

Talkdesk is perfect for your customer services team. Great management tools and functionality does ensure workflow is evenly distributed across your team. The dashboard shows great performance metrics great for analysis and performance management. Very easy to use. Highly recommend

Customer

9 days ago

Good experience

Easy to use and implement. Overall we are satisfied with the service

Ozge U

10 days ago

We love the Salesforce Integration

We love the Salesforce Integration; allows us to quickly identify who is calling and allow our teams to bring context to that conversation immediately

Dan G

10 days ago

Great product and easy to use with a…

Great product and easy to use with a helpful tech team when any problems occur.

Rose B

10 days ago

Talk Desk review

Good product. Works well and it'is very intuitive. The layout it's nice and clean, easy to use. I have use it for more than a year and we have had just a few issues and the tech department help us with no other futher problems.

Beatriz Porta

11 days ago

Great product

Great product - have used for 4 years, switched once but went straight back.

Daniel P

12 days ago

Great tool

Great tool I'm available everywhere. My customers cannot identify if I'm working from the office or from home

Silvia D

12 days ago

very good product

Interesting, since it has can have 24/7 service, quick configurations, detailed analysis of each call, can have global solutions, wide configurations fast and simple. You can record flames instantly.

Martin Lopez Bautista

12 days ago

Talkdesk has great features to manage…

Talkdesk has great features to manage agent profiles for different queues as well as comprehensive reporting features that provide any details needed that can be scheduled to be sent via email. - Timothy Reyna

Timothy

12 days ago

Review Talkdesk

It is a really good application because it is faster and easier than the old ones, I could recommend this service to everyone

Alejandro Ramirez

12 days ago

The perfect school

A very easy school to understand I have felt very comfortable and the teachers are for you all year long

Eduardo Gauna

12 days ago

talk desk helped me make calls to help…

talk desk helped me make calls to help pros know about the house call pro app and it changed their lives ..

toonz

12 days ago

Efficient, Effective, and Easy

First and foremost, the ease of use is unmatched. It was a breeze to setup and onboard new agents. The learning curve was minimal and cause little to no disruption in our daily operations. I would highly recommend this tool for anybody looking at a enterprise cloud contact center solution.

Brian T.

12 days ago

Awesome Peoduct

It has been an impressive product has helped me a lot day by day, trying some different ones has been the most efficient

Customer

12 days ago

Excellent product, easy to configure

I implemented TalkDesk for one of my enterprise-level customers. TalkDesk was very intuitive and easy to set up and configure. When I had questions, I contacted TalkDesk Support and received very prompt, helpful answers. The rep provided me with a test phone number I could use to test functionality. This was helpful to me as I configured TalkDesk to meet the customer's requirements.

Scott B

Related Resources

EbookMay 20, 2020

Maximize Your Contact Center Performance With Employee Engagement

Elevate Your Call Center’s Performance with Speech Analytics

3 Best Practices to Support Customer Service Teams During a Pandemic

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