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.
Transcribe calls using advanced speech-to-text and natural language processing (NLP) technology.
Search for keywords or phrases within call transcripts to further investigate issues or emerging trends.
Identify speech patterns like silence, cross talk and objections to identify opportunities to improve agent performance and accelerate your QM processes.
Understand how a caller is feeling by analyzing their tone and listening for keywords during the conversation
Track performance, discover insights, and develop best practices using prebuilt and custom dashboards that aggregate data from every customer interaction.
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!
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
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.