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 4.5 out of 5 based on 781 reviews on

15 days ago

Works well new mobile app is exciting…

Works well new mobile app is exciting for remote employees for easy phone call transfer. Great app

Danny Velasquez

26 days ago

Talk desk is a great tool for our…

Talk desk is a great tool for our company. Customer service is always available and ready to help. We are able to manage the calls easily with the friendly and adjustable dashboard. Reporting is good but confusing at times since many of the different filters can mean different things.

Diana

18 days ago

Talkdesk has made our jobs easier!

Talkdesk has made our jobs much easier. I recently took the talkdesk academy and was able to learn more about reporting and navigating TD. The videos were clear and very helpful!

Kerri K

1 days ago

Very good

The connection is very good, the application is user friendly and a great tool for all everyday communications.

Nina Vaseva

14 days ago

The connection is very good and I do…

The connection is very good and I do NOT face any issues such as losing a call.

Nikoleta

19 days ago

Very easy to use

Very easy to use! Nice customer service

Jimmy Dlmtte

21 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

22 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

23 days ago

10 out of 10!

Talkdesk is an awesome all in one online phone system.

CS

23 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

24 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

25 days ago

Good experience

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

Ozge U

25 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

25 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

25 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

26 days ago

Great product

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

Daniel P

27 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

27 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

27 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

27 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

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