Conversational analytics tools provide contact centres with a powerful opportunity to read between the lines in customer discussions. These powerful “Natural Language Processing” tools can collect and analyse huge volumes of unstructured voice data, giving businesses a better understanding of their target audience.
Used correctly, conversational analytics tools are a phenomenal solution for growing companies. Businesses can use conversational analysis to understand trends in the customer journey, track the sentiment of their audience, and boost employee training initiatives. The challenge for most organisations is figuring out which tools are best for their needs.
Our behind-the-scenes reviews into conversational analytics technology offer business leaders a clear view of the features and benefits offered by market-leading solutions. Here are just some of the most popular reviews we’ve produced so far.
CallMiner Conversation Analytics
Innovator in the customer experience and analytics landscapes, CallMiner has produced a state-of-the-art solution for conversational analysis. The “Analyze” technology is offered as part of a comprehensive suite of recording and data management solutions.
With an easy-to-use interface, CallMiner’s software allows businesses to automatically score 100% of their emails, calls, and chats, while collecting actionable insights. It’s possible to transcribe audio into text, rapidly categorise content, and develop a deeper understanding of customers with automated metrics. There’s even multi-journey mapping available for business leaders.
In this CallMiner Conversation Analytics review, businesses can learn how the all-in-one system simplifies the art of collecting, and analysing interactions. Our review covers all of the top features from the technology, including agent performance views, and customer journey tracking.
Verint Speech Analytics
Verint is another major brand in the CX space, best-known for delivering some of the top intelligent analytics tools on the market. Verint Speech Analytics is a state-of-the-art tool which allows companies to automatically record and learn from crucial conversations. Business leaders can transcribe and analyse all business calls, as well as automatically discovering words and phrases.
The Verint Speech Analytics software can categorise calls to assist with decision-making, and highlight themes in conversations to detect upcoming trends. The solution can score “at-risk” customers too, so organisations can determine which of their audience members are most likely to churn. There are also dedicated sentiment analysis features.
With this Verint Speech Analytics review, companies can learn everything they need to know about the AI technology powering Verint’s unique offering, and the features it can provide. We cover everything from Verint’s automation capabilities, to its potential for improving call quality.
Noble IQ Advanced Contact Centre Analysis
Created by the experts at Noble Systems, the “Noble IQ” technology is an all-in-one solution for driving meaningful insights from customer conversations. The patented suite of proprietary tools provides everything from insights into the best time to call a contact, to predictive AI algorithms, so companies can get one step ahead of customer needs.
The self-learning solution can develop deeper understandings of customers over time, and help to categorize customer priority based on risk of churn. There are tools for intelligent decision-making built into the technology, as well as real-time screening for calls. The full collection of features spans across various modular intelligence tools.
In our Noble IQ review, companies can learn all about the various solutions brought together to create a comprehensive solution for customer insights. The review covers all of the key tools in Nobile IQ, including Nobile Decision AI, and Conversation Analytics “Now” for real-time insights.
