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Contact Center Speech Analytics

Speech Analytics – Translating voice into actionable insight.

With 3CLogic’s Speech Analytics capabilities, powered by Observe.AI, gain visibility into the “dark data” hidden in every conversation. Analyze customer engagements in near real-time and derive actionable insights, eliminating the need for manual audits of call recordings while improving CX and overall agent performance.

Harness the power of speech transcription to translate the voice of the customer into actionable tasks.

Discover New Insights

Gain new insights into customer satisfaction, campaign performance, competitive intelligence and agent performance with near-real-time voice transcription and machine learning analysis of customer interactions.  

Measure Customer Sentiment with AI

Easily measure customer sentiment leveraging SpeechNLP and AI to detect frequent mentions, shifts in data, and anomalies.  Conveniently create, manage, and modify custom “moments”, keywords, and KPIs to fit your unique business environment.

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Convenient Call Transcriptions

Simplify administrative oversight and streamline call auditing for your supervisors with automated call transcriptions of all your customer or employee calls. Intuitively screen each interaction for compliance violations and redact sensitive phrases or data (ie: credit card, email, SSN, etc.).

Actionable Insights

Analyze each client engagement using keyword and phrase spotting to proactively flag exchanges indicating possible customer dissatisfaction or agent compliance violations to limit long-term impacts.

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Optimize Agent Performance

Leverage speech analytics to uncover and recognize top agents or identify and train underperforming ones.  Provide targeted coaching and feedback with convenient comments throughout the call transcript. 

Drive a Better Customer Experience

Visualize each client and agent interaction to help assess the quality of the engagement and identify possible areas of improvement.

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Reduce Risk and Improve Compliance

Monitor quality and compliance across 100% of your organization’s calls.  Analyze each client engagement using keyword, phrase spotting, and AI to proactively flag exchanges indicating possible customer dissatisfaction or agent compliance violations to limit long-term impacts.

Featured Content

Turn Customer Experiences into Actionable Insights with Sentiment Analysis: 3CLogic leverages Voice AI and Speech NLP to improve customer experience and agent performance. 

Watch Webinar

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Why do clients love 3CLogic?

Knowing exactly what is going on when it is happening in my Call Center is key, and 3CLogic gives me the tools to always be ahead of the game!
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See what's possible

Schedule a live demo of the 3CLogic cloud communication platform.