Analytics & Insights

Speech Analytics

Collect, transcribe and analyze 100% of customer interactions for better insights and improved CSAT.

Turn Every Conversation Into Customer Intelligence You Can Act On

Use the power of AI to access, analyze and act on every customer interaction. Understand customer intent, automate call quality monitoring and improve agent performance. Take proactive and continuous action in seconds to reduce costs, increase operational efficiency and provide customers with the solution and experience they need and deserve.

Drive Customer-Centric Decisions Across the Organization

Collect and share impactful data and insights with marketing, sales, service, and R&D teams, empowering them to make better decisions and respond to customer needs faster.

"With Talkdesk, we’ve been able to identify certain patterns and trends that have made a significant impact on the service experience we provide to our clients."

BILL BURCH, VICE PRESIDENT OF CUSTOMER SERVICE, CHERWELL SOFTWARE

Make Operational Efficiency an Everyday Mission

Showcase what customers are saying on every call to bring CX to life for your front lines and back office. Easily identify process automation improvements for better NPS and CSAT.  Get real-time alerts about product or service issues so you can respond before they escalate.

Turn Every Interaction Into an Opportunity to Elevate Your CX

With Talkdesk Quality Management™ it’s never been easier to efficiently evaluate agent interactions, identify key areas of improvement, and provide agents with the actionable feedback they need to deliver an exceptional customer experience. By leveraging Talkdesk Speech Analytics™ to prioritize key moments to evaluate, you can spend less time watching recordings and more time coaching agents.

Make Every Agent Your Best Agent

Empower agents with intelligent guidance, recommending next best actions to quickly resolve complex customer issues with Talkdesk Agent Assist, powered by Talkdesk Speech Analytics.

Service Your Customers 24/7 With an Intelligent Assistant

Strengthen CSAT/NPS with Talkdesk Virtual Agent, an intelligent customer assistant that delivers the answers customers need, whenever they need them while intelligently escalating complex issues to live agents. Talkdesk Speech Analytics  transcribes and analyzes the customer conversation in real-time to understand intent and respond intelligently, 24/7.

Talkdesk Speech Analytics Features

Sentiment Analysis

Understand how a caller is feeling by analyzing their tone and listening for keywords during the conversation.

Topic & Intent Analysis

Uncover topics being discussed so you can holistically address needs.

Dashboards

Gain visibility into relevant data for each team with dashboards customized for contact center, marketing, R&D and sales teams.

Call Transcription Cards

Transcribe calls using speech-to-text and natural language processing (NLP) for better context and accuracy on call, faster after-call work and enhanced agent training.

Keyword Search

Search for specific words (e.g., expensive, cancel, etc.) or execute a saved search for a trigger or keywords so you can easily identify patterns and trends to act on.

CX Sensors™

Trigger alerts when specific preset actions occur so you can proactively identify risky behaviors and address negative situations before they escalate.

Hear Why Our Customers Love Talkdesk

Rated 4.4 out of 5 based on 787 reviews on

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Giving Tuesday!

Talkdesk gives back by donating $19k to AppConnect partner selected charities on Giving Tuesday.