Speech analytics shows you why your customers call.
Software can analyse calls for topics and sentiment and so reveal patterns. We only use such analyses with your approval and evaluate the results together with you.
This is how we use speech analytics.
Clarify the question
We agree together what the analysis should answer, such as reasons for callbacks or recurring complaint topics. Without a clear goal, we do not analyse anything.
Check legal basis and scope
We clarify in advance with you and our data protection officer whether calls may be recorded or transcribed. We set out scope and deletion periods in the DPA.
Evaluate results together
We discuss anything unusual in the review meeting and derive actions. People check the results before any decisions follow from them.
Recognising topics means finding root causes.
Topics instead of individual cases
An analysis groups many calls into topics. This reveals patterns that get lost in individual calls.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about speech analytics.
Question not listed? We reply within one working day.
Software analyses spoken or transcribed calls and identifies topics, keywords or sentiment. The result shows patterns across many calls. It does not replace human judgement.
Only if the parties to the call have consented and you agree. We define the scope, how callers are informed and deletion periods together beforehand. Without this, no analysis takes place.
We use it to identify topics and causes, not to automatically assess individuals. Quality assessments are based on sampling and coaching by people. We document the rules for this.
We are describing our approach here, not a standard in every project. We assess together whether and how speech analytics makes sense for you. It is only used with your approval.
