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.

Speech-Analytics

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.

Automated speech analysis
Automated speech analysis

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

Automated text analysis
Automated text analysis

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

Audio diarization
Audio diarization

Separately analyze agent and customer interventions through audio diarization.

Audio diarization
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).

Study templates
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.

Powerful filters
Powerful filters

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

NLU evaluation
NLU evaluation

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

Sentiment analysis
Sentiment analysis

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

Automated quality analysis
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.

Mixed quality analysis
Mixed quality analysis

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

Audio import
Audio import

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

Speech and silence time
Speech and silence time

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

Reports & 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

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notificacion-leads

Receive alerts and notifications every time a new lead is generated to update immediately on it.

trazabilidad-de-leads

Access information about the path your leads follow through the sales funnel and which ones.

contacto-omnicanal

Communicate by phone, WhatsApp, webchat, mail or the channel that your clients prefer and have a unified view of the interactions.

oportunidades-y-pipelines

Manage multiple sales teams and track the progress and probability of closure of each opportunity.

automatizacion-de-ventas

Automate sales tasks, actions and processes intelligently, freeing up resources and time.

linea-actividad-consolidada

Record and view the tasks, activities, communications, meetings of each contact.

bots-assistants

Boost your sales with bots and virtual assistants that obtain information, provide answers and offer content.

contacto-proactivo

Segment your customers and contact them proactively by offering them products and services according to their interests.

ventas-moviles

Track all opportunities, interactions, tasks and activities automatically synchronized with your PC from your mobile.

supervision-ventas-tiempo-real

Control the pulse of your operation and collaborate with your salespeople when they need you.

grabacion-de-interacciones

Access a historical record of all interactions with your contacts as a backup or to boost your sales.

speech-analytics

Detect new opportunities and how to improve sales management by extracting information from interactions.

lead-management

Achieve the maximum performance of each lead with management tools and monitoring of sales activities.

analitica-y-reportes

Get visibility into the main indicators of your sales processes and business intelligence to improve results.

integracion-marketing

inConcert Sales is integrated with the main digital media and is also natively integrated with inConcert.

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of the product

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