Speech Analytics Solutions
Know What Your Customers Are Really Saying
- 100% Conversation Coverage: Capture and analyze every call for complete visibility
- Accurate Transcription Engine: Convert voice into structured, searchable intelligence
- Real-Time Sentiment Analysis: Instantly detect customer emotions and dissatisfaction signals
- Intent & Keyword Intelligence: Uncover customer needs, trends, and business opportunities
- Agent Quality & Performance Tracking: Measure interactions, improve compliance, and elevate service standards
- Risk & Compliance Alerts: Proactively flag violations, missed scripts, and critical issues
Turn conversations into clear insights to improve customer experience, agent efficiency, and business decisions.
Key Features
100% Interaction Coverage
Analyse every single call - not a sample. Contaque's Speech Analytics engine processes your entire interaction volume automatically, ensuring no compliance breach, no agent error, and no coaching opportunity goes unnoticed.
Automated QA Scoring
Every interaction is automatically scored against your quality parameters - script adherence, tone, compliance checkpoints, resolution quality, and more. QA teams move from manually scoring calls to reviewing exceptions and trend reports - saving hundreds of hours per month.
Sentiment & Emotion Detection
Identify how customers feel during every interaction - frustrated, satisfied, neutral, or escalating. Real-time sentiment scoring gives supervisors the ability to intervene in live calls before a situation escalates, and post-call analysis identifies patterns by agent, team, or customer segment.
Proprietary LLM - Trained on Contact Centre Data
Plan agent schedules, manage shift adherence, forecast call volumes, and track real-time occupancy - all from within the platform. Give supervisors the tools to run an efficient, well-staffed operation at every hour of the day.
Real-Time Alerts & Intervention
Receive instant alerts when a live call triggers a compliance flag, a customer escalation signal, or a prohibited phrase. Supervisors can intervene immediately - whisper to the agent, barge in, or initiate a transfer - before the situation becomes a formal complaint or a regulatory issue.
Intent Detection & Topic Classification
Automatically identify why customers are calling - dispute, query, renewal, complaint, escalation - and categorise interactions by topic at scale. Understand your true call driver distribution without a single manual tagging effort.
Agent Performance Coaching
Generate individual agent scorecards with specific, evidence-backed feedback - linked directly to recorded call segments. Coaches and team leaders move from subjective feedback sessions to data-driven, targeted improvement plans.
Compliance Monitoring & Audit Trail
Automatically check every call against your compliance requirements - mandatory disclosures, prohibited phrases, regulatory scripts, and consent capture. Every compliance check is logged and exportable for regulatory audit purposes.
Role-Based Dashboards & Reporting
Purpose-built dashboards for agents, supervisors, QA teams, compliance officers, and senior leadership - each with the metrics, views, and drill-down capabilities relevant to their role. No configuration needed; role-based access deployed out of the box.
Why choose CONTAQUE for Speech Analytics?
- Proprietary LLM — Not a Generic Model
Contaque’s analytics engine runs on a proprietary Large Language Model trained on contact centre-specific data – not repurposed from a general AI platform. The result is significantly higher accuracy in QA scoring, intent detection, and compliance monitoring for contact centre use cases.
- Real-Time + Post-Call, From One Platform
Most analytics tools work on recordings after the fact. Contaque delivers both – real-time alerts during live calls and deep post-call analysis – from the same platform, with the same scoring models, giving supervisors both prevention and retrospective insight.
- Integrated with Your Contact Centre
Contaque’s Speech Analytics is natively integrated with the Contaque contact centre platform – sharing the same call recordings, agent profiles, and customer data. No separate data pipeline to maintain, no third-party integration to manage.
FAQ
Both. Contaque’s Speech Analytics platform operates in two modes simultaneously – real-time analysis during live calls (enabling supervisor alerts and in-call intervention) and post-call deep analysis of recordings (for QA scoring, compliance auditing, and coaching report generation). Both modes run on the same underlying LLM engine and scoring models, ensuring consistency across all interaction analysis.
Contaque’s automated QA scoring evaluates each call against a set of parameters that you define – script adherence, greeting compliance, product disclosure requirements, prohibited phrase detection, hold procedure compliance, call close requirements, and more. The scoring framework is fully customisable to your organisation’s QA rubric. Once configured, every call is automatically scored against those parameters – with results available in agent scorecards, team reports, and trend dashboards.
Contaque’s Speech Analytics is natively integrated with the Contaque contact center platform and works most effectively in that environment. For clients who wish to apply speech analytics to recordings from a third-party platform, integration options are available – subject to data format compatibility and API access. Please speak to our team to discuss your specific setup and what integration options are feasible.
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Empowering enterprises with next-generation communication intelligence. From AI voice bots to omnichannel contact centres, Contaque provides the tools you need to connect with your customers anytime, anywhere.