Speech Analytics

An agile, easy to implement solution that can analyse both archived and real time calls.

Real Time Calls

This solution offers the ability to deal with emerging situations and opportunities as they happen in real-time . The Interaction Analytics provides an end-to-end compliance solution by monitoring and analysing 100% of call and text interactions. The core IP for speech recognition and phonetic indexing is accurate and significantly faster, smaller and more flexible than the competition.

The solution triggers agent and supervisor alerts based on configurable events and powers agent desktop alerting with relevant information, providing real-time decision making that enables companies to change agent behavior and maximise performance management

Archived Calls

Analyse your archived customer calls for unique insights, sentiment and trends using cutting edge speech analytics solutions.

We’re all familiar with our calls being recorded for training and management purposes, but what can you actually do with those recordings? Historically most businesses have struggled to draw value from the thousands/millions of calls in their archives, but speech analytics is about to change all that. Now you can convert archived customer call recordings into a fully indexed, database that can be searched, queried and analysed in real time for key customer insights and trends. Not only can you use this data as a cornerstone of operations and quality management, but also as an invaluable training tool to improve customer experiences and call times.

This Speech Analytics solution has been developed through experience with UK regulators and in conjunction with major financial institutions.

Simple integration with existing systems

Our fully hosted speech analytics solution can be quickly and easily integrated into your existing contact centre systems, allowing you to enjoy the benefits of speech analytics straight away. Furthermore, like all Aeriandi solutions, it is delivered 100% via the cloud, meaning zero downtime or on-site installation is required.

Key Features & Benefits
  • Improved agent performance
  • Real time data analysis
  • Easily integrated into existing systems
  • PCI-DSS v3.2 compliant
  • Easy-to-use interface
  • 100% hosted solution, meaning no on-site installation or down time
Regulatory Compliance

Our products meet all of the regulatory requirements defined by the Payment Card Industry Data Security Standard (PCI DSS), Financial Conduct Authority (FCA) and other regulatory bodies as appropriate. They are updated regularly to ensure that they also meet new regulations where required, such as the incoming General Data Protection Regulation (GDPR) and MiFID II, both set to come into force in 2018.

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