Overview

Ozonetel Speech Analytics is an AI‑driven analytics solution within the Ozonetel cloud contact center platform that delivers deep conversational intelligence from voice interactions. It enables enterprises to monitor and analyze 100% of calls and chats, uncover customer intent and sentiment, and drive improvements in customer experience (CX), agent performance, and operational quality assurance. The software automatically transcribes or analyzes speech, categorizes keywords, sentiment, and intent, and presents visual dashboards and reports for quick interpretation. Designed for rapid deployment, it uses proprietary algorithms that achieve accuracy levels quickly and require less data and computing power compared with traditional GPU‑based models.

Features and Capabilities

• **Speech & Conversational Intelligence: **Continuously analyzes spoken interactions to detect conversational intent, emotional sentiment, and key topics across campaigns.
• **Sentiment & Emotion Analysis: **Measures both customer and agent emotions to assess experience quality and identify issues.
• **Complete Call Quality Monitoring: **Tracks quality across 30+ parameters such as speaking rate, interruptions, call‑vs‑listen ratio, decibel levels, and empathy metrics.
• **Automated Reporting & Dashboards: **Generates automated, customizable reports for quicker insights into call performance, quality scores, and team productivity.
• **Agent Performance Evaluation: **Aggregates multiple parameters into agent scores to objectively evaluate individual and team performance.
• **Actionable Insights & Filtering: **Enables sorting of transcripts and recordings by sentiment, intent, keywords, or agent for rapid issue resolution and coaching.
• **Real‑time Alerts & Supervisory Tools: **Alerts managers about potential escalations or sentiment dips in real time so corrective actions can be taken quickly.
• **Rapid Deployment & Efficiency: **Can be deployed in days and improves deployment efficiency without heavy reliance on GPU infrastructure.
• **Holistic Quality Audits: **Automates standard QA processes to ensure unbiased, complete evaluation of every interaction.