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Extract the hidden richness in your customers' voices

Analyze the valuable information hidden in the interactions of your contact center
and transform it into intelligence center interactions and transform them into
competitive intelligence, customer satisfaction and new business.

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inConcert Speech Analytics allows you to analyze 100% of the contact center interactions and obtain valuable data in a fast, automatic and intelligent way, in order to get a deep understanding of customers and agents'
skills (among many other applications).

The intelligent analytics software
that drives your results.

Some of the features our customers love.

Speech to text
Speech-To-Text

High fidelity audio-to-text transcription engine. Perform transcriptions in any language, which you can then download.

Analisis automatizados de voz
Automated speech analysis

Automatically and intelligently extract data from all your calls, according to the parameters you set in your studies.

Analisis automatizados de texto
Automated text analysis

Analyze all interactions in your omnichannel contact center, including chats, WhatsApp messages, emails and social networks.

Diarización de audios
Audio diarization

Separately analyze agent and customer interventions through audio diarization.

Evaluación semántica con queries
Audio diarization

Perform studies with queries to evaluate interactions based on the semantic criteria you define.

Query builder
Query builder

Create your own queries with a user-friendly interface for their design, without the need for coding. (Although, if you prefer, you can also program them with code).

Plantillas de estudios
Study templates

Use our study templates with queries to make your evaluations more agile. Or if you require it, you can also make generic queries.

Filtros potentes
Powerful filters

Select the interactions to analyze using powerful filters based on multiple criteria: period, duration, type of call, tags or others.

Evaluación con NLU
NLU evaluation

Evaluate interactions based on cognitive criteria with NLU (Natural Language Understanding) to analyze intentions and entities.

Análisis de sentimientos
Sentiment analysis

Detect feelings, emotions and moods in the voice of your agents or customers. Extract information beyond words.

Análisis de calidad automatizado
Automated quality analysis

Implement Speech Analytics to automate quality analysis. Evaluate service levels, agent skills and compliance with requirements across all interactions, without relying on random samples.

Análisis de calidad mixto
Mixed quality analysis

Set up mixed quality plans, performing one part of the analysis in an automated way and another part manually.

Importación de audios
Audio import

Automated analysis of interactions from the contact platform or by importing external audios.

Tiempo hablado y de silencio
Speech and silence time

Accurately detect and measure agent and customer talk time and silence time.

Reportes & Dashboards
Reports & Dashboards

Extract customized reports with data from each study. Visualize agent performance indicators in dashboards to know their level of effectiveness and skills.

Know all the
functionalities
of the product.

Request Demo
Speech-To-Text

High fidelity audio-to-text transcription engine. Perform transcriptions in any language, which you can then download.

Análisis automatizados de voz

Automatically and intelligently extract data from all your calls, according to the parameters you set in your studies.

Análisis automatizados de texto

Analyze all interactions in your omnichannel contact center, including chats, WhatsApp messages, emails and social networks.

Diarización de audios

Separately analyze agent and customer interventions through audio diarization.

Evaluación semántica con queries

Perform studies with queries to evaluate interactions based on the semantic criteria you define.

Query builder

Create your own queries with a user-friendly interface for their design, without the need for coding. (Although, if you prefer, you can also program them with code).

Plantillas de estudios

Use our study templates with queries to make your evaluations more agile. Or if you require it, you can also make generic queries.

Filtros potentes

Select the interactions to analyze using powerful filters based on multiple criteria: period, duration, type of call, tags or others.

Evaluación con NLU

Evaluate interactions based on cognitive criteria with NLU (Natural Language Understanding) to analyze intentions and entities.

Análisis de sentimientos

Detect feelings, emotions and moods in the voice of your agents or customers. Extract information beyond words.

Análisis de calidad automatizado

Implement Speech Analytics to automate quality analysis. Evaluate service levels, agent skills and compliance with requirements across all interactions, without relying on random samples.

Análisis de calidad mixto

Set up mixed quality plans, performing one part of the analysis in an automated way and another part manually.

Importación de audios

Automated analysis of interactions from the contact platform or by importing external audios.

Tiempo hablado y de silencio

Accurately detect and measure agent and customer talk time and silence time.

Reportes & Dashboards

Extract customized reports with data from each study. Visualize agent performance indicators in dashboards to know their level of effectiveness and skills.

Know all the
functionalities
of the product. Request Demo

Related article

Learn more about what you can achieve with this technology in our blog.

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