Conversational analytics tools provide contact centres with a powerful opportunity to read between the lines in customer discussions. These powerful “Natural Language Processing” tools can collect and analyse huge volumes of unstructured voice data, giving businesses a better understanding of their target audience.
Used correctly, conversational analytics tools are a phenomenal solution for growing companies. Businesses can use conversational analysis to understand trends in the customer journey, track the sentiment of their audience, and boost employee training initiatives. The challenge for most organisations is figuring out which tools are best for their needs.
Our behind-the-scenes reviews into conversational analytics technology offer business leaders a clear view of the features and benefits offered by market-leading solutions. Here are just some of the most popular reviews we’ve produced so far.
CallMiner Conversation Analytics
Innovator in the customer experience and analytics landscapes, CallMiner has produced a state-of-the-art solution for conversational analysis. The “Analyze” technology is offered as part of a comprehensive suite of recording and data management solutions.
With an easy-to-use interface, CallMiner’s software allows businesses to automatically score 100% of their emails, calls, and chats, while collecting actionable insights. It’s possible to transcribe audio into text, rapidly categorise content, and develop a deeper understanding of customers with automated metrics. There’s even multi-journey mapping available for business leaders.
In this CallMiner Conversation Analytics review, businesses can learn how the all-in-one system simplifies the art of collecting, and analysing interactions. Our review covers all of the top features from the technology, including agent performance views, and customer journey tracking.
Verint Speech Analytics
Verint is another major brand in the CX space, best-known for delivering some of the top intelligent analytics tools on the market. Verint Speech Analytics is a state-of-the-art tool which allows companies to automatically record and learn from crucial conversations. Business leaders can transcribe and analyse all business calls, as well as automatically discovering words and phrases.
The Verint Speech Analytics software can categorise calls to assist with decision-making, and highlight themes in conversations to detect upcoming trends. The solution can score “at-risk” customers too, so organisations can determine which of their audience members are most likely to churn. There are also dedicated sentiment analysis features.
With this Verint Speech Analytics review, companies can learn everything they need to know about the AI technology powering Verint’s unique offering, and the features it can provide. We cover everything from Verint’s automation capabilities, to its potential for improving call quality.
Noble IQ Advanced Contact Centre Analysis
Created by the experts at Noble Systems, the “Noble IQ” technology is an all-in-one solution for driving meaningful insights from customer conversations. The patented suite of proprietary tools provides everything from insights into the best time to call a contact, to predictive AI algorithms, so companies can get one step ahead of customer needs.
The self-learning solution can develop deeper understandings of customers over time, and help to categorize customer priority based on risk of churn. There are tools for intelligent decision-making built into the technology, as well as real-time screening for calls. The full collection of features spans across various modular intelligence tools.
In our Noble IQ review, companies can learn all about the various solutions brought together to create a comprehensive solution for customer insights. The review covers all of the key tools in Nobile IQ, including Nobile Decision AI, and Conversation Analytics “Now” for real-time insights.
Intercom Conversational Relationship Platform
Intercom has quickly emerged as one of the most valuable tools for both customer and employee experience in the new age of work. Offering a variety of solutions for knowledgebase sharing, self-service and more, Intercom stays on the cutting edge of the CX space.
The Conversational Relationship Platform from Intercom aims to improve the “Total Experience” offered by businesses with a range of features. There are automated workflows and rules, internal collaborative systems for team interactions, conversational marketing features and more. The solution also includes powerful analytics and insights for business leaders.
In this Intercom Conversational Platform review, we cover all of the top features offered by the service, from product tours and customer data management to customisable visual reports. We even take a closer look at the conversational bots you can build with Intercom.
Alvaria Speech and Text Analytics
In the omnichannel world of customer experience, companies need to be able to derive insights from all kinds of customer conversations, across multiple channels. Alvaria’s “Engagement Analytics” technology provides business leaders with the ability to pull meaningful insights from message-based conversations, video conferences, and audio calls.
The Alvaria ecosystem can recognise various language patterns, and provide contextual information about the nature of a call. The solution has ultra-fast search features, automated transcription, and the ability to conduct “cluster-based” analysis. What’s more, there’s an extremely convenient and intuitive user interface for employees.
In this Alvaria Speech and Text Analytics review, businesses learn all about the technology Alvaria offers to strengthen customer satisfaction and engagement insights. We also cover the top benefits of this tool, from better compliance to automated trend detection.
NICE Real-Time Speech Analytics
Real-Time speech analytics from NICE is a software solution designed to integrate with current CX solutions in a business landscape. The technology aims to improve any company’s ability to respond rapidly to changing customer needs with real-time insights.
Powered by NICE intelligent call recording features, the software comes with real-time word searching, and real-time decisioning engines, to provide instant guidance to agents. The solution can track agent mistakes, opportunities for sales, and even send automated notifications to business leaders when they need guidance on which employees to support.
With this NICE real-time speech analytics review, business leaders will discover everything they need to know about the NICE technology for unlocking behind-the-scenes details about customer sentiment, expectations, and opportunities.
