Inspeech is a speech analytics solution designed to enhance the quality of contact center operations. It automatically analyzes the quality of every conversation across all channels, capturing insights to improve customer satisfaction. The software's AI, trained on millions of real-world CX transactions, interprets and analyzes conversations in over 20 languages across various channels including WebChat, WhatsApp, email, and social media. Users can personalize quality evaluation by configuring analysis parameters based on their business priorities. Inspeech utilizes advanced AI-powered transcription technology to automatically transcribe calls in batches, enabling immediate identification of business opportunities. It also provides real-time quality control, allowing monitoring of agent and team performance through indicators like duration, breaks, and volume, with the option to manually review key conversations. The speech analytics engine adapts to business criteria, featuring a no-code query generator for templates and refinements, a highly reliable speech recognition engine that transcribes in real-time supporting over 20 languages, and processing of various audio formats (8 kHz and 16 kHz mono/stereo). It offers semantic interpretation and sentiment analysis with customizable phases, total quality monitoring for 100% of conversations (fully automated or hybrid), template design and topic trees for COPC-model classification, a cost control dashboard for agent resource usage, and customizable dashboards for real-time performance monitoring. The solution integrates natively with Inconnect and can be integrated with third-party contact centers.

Features & Benefits

• AI-Powered Analysis: Interprets and analyzes conversations in over 20 languages across multiple channels.
• Personalized Quality Evaluation: Allows configuration of analysis parameters based on business-critical criteria.
• Automated Transcription: High-accuracy AI transcription for batch call processing and opportunity identification.
• Real-Time Quality Control: Monitors agent and team performance with key indicators and manual review capabilities.
• Adaptable Engine: Features a no-code query generator, reliable speech recognition, and semantic interpretation.
• Comprehensive Monitoring: Enables 100% conversation analysis (automated or hybrid) and customizable performance dashboards.