Speech Analytics Software

For Granular CX Insights

Support calls hold a goldmine of insights into your customers’ frustrations, preferences, and needs.

SentiSum makes it easy to extract these insights from all your support calls and conversations using machine-learning AI.

Know exactly what issues are driving sentiment & friction. And have quantitative evidence to make change happen.

Startups love us, enterprises trust us.

What is Speech Analytics Software?

Imagine having a superhuman team member who’s always available to sit in on every customer service call.

Afterward, they immediately tell you exactly what the call was about, how the customer felt, and how your agent handled the situation.

This is just the start of what speech analytics software can do for your customer service operations.

By transcribing and analyzing all voice calls in real time, this software solves your most daunting customer experience (CX) challenge: extracting meaningful insights from thousands of daily calls.

If you’re only listening to a small sample of your customer calls, you’ll never get the kind of comprehensive understanding and insights necessary for driving real, impactful CX changes.

Speech analytics software gives you an instant, holistic view of all customer interactions while helping you track trends in call volume, topics, customer sentiment, and more over time.

“Speech data offer customer insights that simply aren’t available from other sources, helping to identify the causes of customer dissatisfaction and revealing opportunities to improve compliance, operational efficiency, and agent performance,”—Yasmine Belkacemi, McKinsey & Co

Support leaders need speech analytics software if they want:

  • Better CSAT scores: Quickly identifying and addressing common customer pain points through speech analytics can result in 10% higher CSAT scores.
  • Lower churn rates: Organizations can save 15% of customers at the highest risk of churn by identifying them with speech analytics and proactively reaching out to them.
  • Improved agent performance: Companies that leverage speech analytics can reduce their average handle time by up to 40%.
  • Actionable insights: With speech to text analytics, you’ll gain real-time, data-driven insights that help your whole organization make strategic decisions to improve business outcomes.
Source: SentiSum’s Speech Analytics Dashboard

How Does Speech Analytics Software Work?

Speech analytics software like SentiSum is built on machine learning-based natural language processing (NLP), the most advanced and powerful NLP technology available.

Our software understands all the complexities and nuances of spoken language and extracts highly accurate, granular insights on customer emotions and sentiments.

Plus, it learns from historical data and is continuously monitored and refined for the most up-to-date insights possible.

Here’s how it works:

1. Data aggregation: SentiSum collects data from all customer interaction channels, including voice calls, emails, chats, and surveys, in a single platform.

2. Accurate transcription and summary: SentiSum transcribes every voice call into text with high precision and generates a summary of the conversation.

3. Sentiment and speech analysis: Using NLP, SentiSum analyzes the transcribed text to understand the sentiment and key topics discussed in each call, as well as its urgency.

4. Granular tagging and trend analysis: SentiSum’s advanced tagging system automatically categorizes each interaction and tracks trends so your team can prioritize emerging issues and measure the impact of customer service initiatives.

In short, speech analytics software turns every voice call into a rich resource for improving your entire customer experience.

What Does Voice Analytics Help Answer? (Use Cases)

The goal of voice analytics software is to extract actionable, granular insights from customer calls that would otherwise go into a black box.

And in doing so, it answers these key questions that CX leaders and call center managers have about their customers:

Why Are Customers Contacting Us?

Anytime a customer contacts you for help, it represents friction. These friction areas, if left unchecked, can lead to customer churn and revenue loss. SentiSum analyzes all your calls and conversations and shows you the main reasons for contact. Quickly understand which issues you should prioritize fixing and use this data to push for improvements in other departments.

What Are Our Customers’ Biggest Pain Points?

Not all issues are created equal; some cause more anger and frustration than others. SentiSum detects emotions in every conversation and classifies the sentiment as positive, neutral, or negative so you can pinpoint customers’ biggest pain points and eliminate them at the root.

What Do Customers Love About Us?

Understanding what customers love about your product or service can help you build on your strengths. SentiSum identifies conversations with positive sentiment so you can see which features customers appreciate the most. Reach out to these customers to ask for testimonials and highlight these features on your website.

What Features Should We Prioritize in our Product Roadmap?

Do customers want a new feature or do they want you to fix the old one? With SentiSum, you can quickly see which features or improvements are requested most when customers call you. Send this information over to your product team so they can align the product roadmap with customers’ wants and needs.

What New Issues Are Popping Up for Our Customers?

The key to a great customer experience is solving new issues as they arise. SentiSum tells you which issues are increasing on the main dashboard so you can proactively resolve them before they escalate.

Have Our Recent Customer Support Project Resolved Past Issues?

Wondering if that bug you fixed or a new feature you released addressed customers' issues? SentiSum tracks changes in contact volume and reasons over time so you can compare “before” and “after” trends around improvement proejcts.

Do We Have the Data to Convince Other Departments for Change?

SentiSum turns qualitative customer calls and conversations into quantitative data.
No more manually listening to thousands of calls or sending out a big NPS survey once a year. Get actionable insights every day and proactively resolve issues. Build evidence-based cases for change.

How Are Our Agents Performing and Where Can They Improve?

The key to maintaining high customer service standards is understanding how well your support agents are performing. SentiSum evaluates individual agent interactions with customers and tracks key metrics like call handling time and resolution rates. See exactly who's performing well, who needs help, and how you can help them.

Key Features of Our Speech Analytics Tool

Automated analysis that truly gets your customers

SentiSum plugs into your help desk and applies accurate, hyper-detailed tags to every customer conversation and CX feedback. Whatever the channel—emails, chats, phone calls, surveys, and reviews, you'll have quality insights on reasons for contact, customer issues, sentiment, and more.

Benefits

Experience automated, consistent tagging at scale

Discover true drivers of NPS, CSAT, and sentiment

Free your agents so that they can focus on customers

Ticket analysis

Instant answers, infinite insights

Say goodbye to manually digging through data or waiting on ad-hoc reports. Get quick, meaningful answers about your customer experience with SentiSum. It's as easy as asking a question.

Benefits

No more waiting, get the answers you need instantly

Complex insights made easy, no expertise needed

Spend less time on 'what' and more on 'why' and 'how'

Get answers

Efficient support with real-time analysis

Deliver better customer service expriences with intelligent prioritization, routing, and escalation based on reason for contact, customer sentiment, and urgency.

Benefits

Route urgent issues swiftly to appropriate teams

Automate escalations based on predefined criteria

Decrease response times, increase customer satisfaction

Triage tickets

Don't take our word for it

We're proud to be working with these incredible companies, empowering them with actionable insights from their support channels

"SentiSum is easy to set up and the insights are accurate. Every team has started using customer conversation insights!"

Customer story

Joe Quinlivan

Head of Customer Care

“With SentiSum you go in, you open it up, and you see the stories being told to you. You see an increase in a particular topic and immediately understand why."

Customer story

Nick Moreton

Director of customer support

"We're very impressed by the technology itself, but even more so by the relentless effort the team puts in to support our specific use case."

Customer story

Johannes Ganter

Head of CRM & Digital

View all customer stories

Try SentiSum today

Democratise voice of the customer insights across your company

Free 2-week trial

Speech Analytics Software Implementation Guide

Whether you're looking to improve customer experience, enhance agent performance, or gain deeper insights into customer interactions, here’s how to find and implement the best speech analytics software for your needs.

How to Choose the Right Software

Selecting the right speech analytics software upfront will ensure your entire organization can get the most out of its features and capabilities.

Here’s a checklist of key factors that should guide your decision:


1. It analyzes feedback from all your customer conversation channels. A comprehensive conversational analytics tool should integrate data from all channels you use, not just voice call data.

2. The insights you get are accurate, up-to-date, and genuinely useful. Choose a tool that can provide clear and confident answers to your most pressing CX questions, such as the top drivers of negative sentiment or survey scores.

3. It’s easy to learn and use by anyone in your organization. Anyone in the organization should be able to quickly access valuable insights in an easy-to-use dashboard or as a visual report so they can use it to drive meaningful change.

4. It can easily integrate with your existing tech stack. The speech analytics solution you choose should work seamlessly with your current helpdesk software.

Look for easy, one-click integrations that both pull data from and push automations to these platforms, so you and your team can make voice analytics a cohesive and efficient part of your workflow.

Implementation Roadmap - A Step-by-Step Guide

At SentiSum, we make it as easy as possible to implement your new speech analytics software so you can spend less time in “setup” mode and start extracting insights faster.

Step 1: Integrate with Existing Help Desk Platforms

Connect your speech analytics software with your helpdesk platforms and other voice of customer channels so all your insights are centralized in one dashboard.

Step 2: Record and Transcribe Support Calls

Once your helpdesk platform is connected, our AI-powered software automatically records each support call and transcribes spoken words into text for further analysis.

Step 3: Analyze Transcribed Text with NLP

Our powerful machine learning-based NLP model identifies key topics and sentiments from each call and automatically applies detailed tags to conversations.

This gives you a more granular and accurate understanding of individual customer interactions while aggregating broader trend data.

Step 4: Review Customer Call Topics and Trends

Access your SentiSum dashboard to see key trends like call volume, contact reason, sentiment, and more.

This gives you a comprehensive look at how the customer experience is evolving and how customers feel now compared to previous periods.

Step 5: Dive Deeper into Specific Topics

Want more information on a specific issue like refund requests or damaged products?
SentiSum allows you to click into a topic to view all conversations tagged under that topic, as well as increases and decreases over time.

Our AI chatbot Dig In also offers fast summarized answers to specific questions about the available data, such as, “Why are customers reaching out about this topic?”

For even more insights, you can review summaries of individual support calls, including agent performance analysis and call transcripts.

Step 6: Push Insights to Your Helpdesk

In SentiSum, you can create automation workflows with our custom AI model and push triage and prioritization rules back to your helpdesk platform.

You can prioritize issues based on sentiment and urgency to ensure your agents address critical issues promptly.

KPIs to Track for Speech Analytics 

Once your new speech analytics software is up and running, you can start tracking key performance indicators (KPIs) that will inform improvements to your overall customer experience.

  • Call Volume Trends: Identify patterns, peak times, and potential issues driving call volume increases.
  • Customer Sentiment: Gauge overall customer satisfaction and identify areas needing improvement.
  • Common Issues and Topics: Identify the most frequently discussed topics across customer calls to address recurring problems and make improvements accordingly.
  • First Call Resolution Rate: Measure the percentage of calls resolved during the first interaction to improve efficiency and reduce repeat calls.
  • Average Handling Time: Track the average duration of customer calls to optimize call handling processes and reduce call time without sacrificing quality.
  • Agent Performance: Analyze individual agent performance based on metrics like call quality, sentiment scores, and resolution rates so you can offer targeted coaching and training to enhance agent effectiveness.
  • Customer Satisfaction Score (CSAT): Measure customer satisfaction after voice calls so you can pinpoint satisfaction drivers and detractors.
  • Sentiment Trend Analysis: Detect emerging issues and monitor the impact of improvements on customer sentiment.
  • Issue Resolution Time: Measure the average time taken to resolve customer issues to improve resolution processes to provide faster support.
  • Root Cause Analysis: Get to the heart of common customer issues to implement long-term solutions to prevent recurring problems.

How to Refine and Improve Your Speech Analytics Program

Improving your speech analytics program is an ongoing process that requires regular evaluation and optimization. 
Here are some tips to help you refine and enhance your approach with SentiSum.

Regularly Review Insights and Reports

Review your dashboard frequently and share trend reports so you and your team can stay updated on emerging issues.
With SentiSum, you can automate this process by creating and scheduling daily, weekly, and monthly digest emails with the data your team and departments care about most.

Customize Dashboards for Different Teams

Personalize SentiSum’s dashboards to provide relevant insights to various teams, including your support team, the product team, the leadership team, etc.
This ensures each team has access to actionable data that’s relevant to their specific responsibilities and areas of expertise.

Enhance Agent Training Programs

Use SentiSum’s agent performance analysis to identify training needs and develop targeted coaching programs for improving your team’s skills and overall call-handling efficiency.

Optimize Your Tagging Taxonomy

Your tagging taxonomy—the hierarchy of topics and subtopics SentiSum uses to automatically organize and tag conversational data—is the key to accurate and relevant insights.
Reviewing and optimizing your hierarchical taxonomy as your organization evolves ensures the highest possible accuracy in issue categorization.

Share Customer Feedback

Use insights from SentiSum to gather and analyze customer feedback regularly and share them with the appropriate teams for targeted improvements and initiatives.
When you have the right data on your customer needs and preferences, you can prioritize your product roadmap and deliver exactly what they want.

Leverage Advanced AI Features

Dig In, our generative AI assistant, lets you ask specific questions about your voice of customer data and get summarized answers in seconds.
This gives you fast access to deep insights without manual analysis, saving time and resources.

Prioritize Tickets with Automated Workflows

Implement automation workflows in SentiSum to triage and prioritize tickets based on sentiment and urgency. This ensures that critical issues are addressed promptly and effectively by the agents who are best equipped for the job.

Want to see SentiSum in action? Please book a personalized demo with our team below.

Try SentiSum today

Democratise voice of the customer insights across your company

Free 2-week trial

Frequently Asked Questions

How much does speech analytics software cost?

Speech analytics software is available at a wide range of price points and implementation models.

Some solutions are billed as a per-seat, per-month subscription, while others charge a flat annual fee for a specific number of licenses.

There are also programs that charge based on the number of hours of voice call data you’re analyzing.

A mid-sized company that needs access for multiple team members and departments might expect to pay anywhere from $3,000 per month to upwards of $10,000, depending on the number of users, specific features available, and how robust the technology behind it is.

What are the best speech analytics tools? 

Based on our research, the best speech analytics software currently available includes:

- SentiSum: Specializes in analyzing all types of customer feedback, including voice calls, with AI-powered insights and seamless integration with major helpdesk platforms.

- MonkeyLearn: Offers no-code DIY tools for text analysis to extract insights from customer conversations.
Calabrio: Focuses on call center analytics to optimize support team operations and better manage your workforce.

- Idiomatic: Uses AI to analyze and summarize customer feedback from various channels for a simple text analytics program.

How does sentiment analysis help improve customer service?

Sentiment analysis improves your overall customer experience by helping you identify and understand trends in customer sentiment as they occur.

Knowing how your customers really feel means your business can address negative experiences promptly and effectively while increasing positive interactions. 

By analyzing sentiment trends, you can make data-driven decisions to improve service quality, boost customer satisfaction, and increase loyalty.

What other customer conversations can I analyze on SentiSum?

SentiSum can analyze customer interactions from all the channels you use in a single dashboard.Aside from voice calls, you can also pull in data from your customer emails, chat messages, social media posts, support tickets, and customer feedback surveys for a holistic view of customer sentiments and issues.

How can SentiSum integrate with our existing customer support tools?

SentiSum integrates seamlessly with major helpdesk platforms like Zendesk, Freshdesk, Dixa, Intercom, Gorgias, and more. 

The easy, one-click integration allows for real-time data synchronization and automatic tagging within your SentiSum dashboard.

Best of all, you can push insights and automation rules back to your helpdesk platform so all your conversational data is accessible in one place.

What kind of support and training does SentiSum offer for new users?

SentiSum offers comprehensive onboarding and training programs for new users. 

This includes personalized training sessions, detailed documentation, and ongoing support from our customer success team to ensure you can effectively leverage the platform's features and maximize its benefits.

After your initial onboarding, you can take advantage of our numerous SentiSum resources, including webinars, podcasts, blog posts, and in-depth guides to make the most of your conversation analytics efforts.