Speech Analytics
Collect, transcribe, and analyze 100% of customer interactions for better insights and improved customer satisfaction.
Turn every conversation into customer intelligence
Use the power of AI to access, analyze, and act on every customer interaction in seconds. Topaz by Avaya Speech Analytic helps you understand customer objectives, automate call quality monitoring, and improve agent performance. Provide customers with the solution and experience they need and deserve.
Speech Analytics Solution Features
Intent analysis
Uncover discussion topics so you can holistically address customer needs.
Uncover discussion topics so you can holistically address customer needs.
Dashboards
Gain visibility into relevant data for each team with dashboards customized for contact center, marketing, and sales teams.
Gain visibility into relevant data for each team with dashboards customized for contact center, marketing, and sales teams.
Sentiment analysis
Understand how a caller is feeling by analyzing their tone and listening for keywords during the conversation.
Understand how a caller is feeling by analyzing their tone and listening for keywords during the conversation.
Call transcription
Record calls using speech-to-text and natural language processing for better context and accuracy, and enhanced agent training.
Record calls using speech-to-text and natural language processing for better context and accuracy, and enhanced agent training.