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Speech Analytics

Reveal Insights and trends

Only about 1% of all calls are ever listened to in a random quality assurance evaluation process.

What insight could you gain from the other 99%?

Every day you record calls that contain powerful insights about customer behavior, market trends and your competition. Wouldn’t it be great to be able to harvest these insights? And for contact centers with compliance obligations, wouldn’t it be great to know when agents didn’t make the required compliance statements? Or made them incorrectly?

ZOOM Speech Analytics will help you meet all of these challenges and more. Our powerful Speech Analytics solution has been developed in-house and works with all major international languages and can be up and running within days.

By effortlessly analyzing all of your recorded calls you will gain insights into most business issues in the contact center including customer retention, sales closure rates, compliance and first call resolution allowing you to improve performance and exceed customer expectations.
Are you ready to take a closer look? Schedule a demo

How ZOOM Speech Analytics Works

Get Started

Get Started

Start mining your calls for valuable insight from day one. Our consultants will have you up and running in a matter of days and will help to define what to look for based on your vertical market and business needs.

Analyze

Analyze

Quickly find occurrences of customer churn, non-compliant calls and market trends to monitor. Drill down, listen to calls & gather an overview from detailed reporting that helps reveal the root cause.

Discover

Discover

The insights from speech analytics alone are rarely enough. By connecting with your contact center data you can uncover unique trends and address complex business issues.

What makes us different?

Speed & Accuracy

Based on ZOOM's state of the art R&D in deep learning and neural networks we are proud to present a blazingly fast and highly accurate speech engine that processes your audio calls with minimal hardware footprint.

Ease of Use

Designed for use in the contact center, no specific analytical skills are required. The user interface is clean, fast and intuitive so getting insight from what your customers are saying is easy and straightforward. 

Emotion Detection

Analysis of cross-talk and silences in conversations provides actionable insight into emotionally charged or problematic calls, especially when combined with other call parameters or contact center data.

Let Us Help You Get Started

With every project we assign you an experienced consultant who guides you through the process of how to leverage the technology for your particular market or for business pain that you want to address.

Integrated Solution

As part of the ZOOM Quality Management user interface the Speech Analytics solution is blended into your quality assurance process with cross functional workflows and rich reporting capabilities.

100% ZOOM's Technology

ZOOM Speech Analytics is powered by a proprietary engine, developed and maintained in-house. This gives us the freedom to design without compromise and ensures no reliance on 3rd party suppliers for our core technology.

Let's get started. See it in action

About ZOOM

ZOOM is a market leader in workforce optimization software. The company has received world-class customer satisfaction honors and an 86+ average net promoter score from analysts, 2000+ customers and partners across 90+ countries.

ZOOM's software guides contact centers to improve the customer and agent experience—by capturing, analyzing, and improving the quality of all interactions—while addressing back office compliance and risk.

ZOOM’s customers range from sub-100 agent contact centers to some the world’s largest companies—Amerigas, IBM, Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone.

Learn more about ZOOM »

#1 Customer Satisfaction

See why DMG Consulting ranked ZOOM #1 in customer satisfaction.

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