Analytics & CX
Real-Time Speech Analytics for live calls
Monitor live calls for sentiment, compliance triggers, and keywords so supervisors and copilots can guide conversations in the moment—not only after the fact.
Challenges
What this product helps teams solve
Coaching after the fact
QA finds issues hours later—when the customer moment is gone.
Hidden risk language
Compliance and escalation phrases are easy to miss at scale.
Blind live floors
Supervisors cannot see which active calls need intervention.
Outcomes
Business outcomes
- Coach in the moment
- Catch risk earlier
- Improve containment quality
How it works
From first contact to resolution and insight
Follow the animated workflow below—each step shows the full action path from customer contact through resolution and insight.
Real-Time Speech Analytics flow
Step 01
Call audio streams in real time
Step 02
Transcription and keyword detection
Step 03
Sentiment and risk signals
Step 04
Supervisor or copilot alerts
Step 05
Insights retained for coaching
Capabilities
Key capabilities in detail
Live transcription
Convert speech to text as the conversation unfolds.
Keyword and topic spotting
Flag phrases that matter for compliance and coaching.
Sentiment signals
Detect frustration or satisfaction during the call.
Supervisor alerts
Notify coaches when active conversations need help.
Multilingual models
Analyze speech across the languages you support.
Audit-ready logs
Keep secure records for review and governance.
- Real-time transcription and keyword spotting
- Live sentiment and escalation signals
- Compliance trigger detection
- Supervisor alerts during active calls
- Multilingual speech models
- Secure recording and audit-ready logs
Use cases
Where teams apply Real-Time Speech Analytics
Practical scenarios with full detail—so stakeholders can map this product to real operating workflows.
Use case 01
Live compliance monitoring
Spot risk language while the call is still active.
Use case 02
In-the-moment supervisor coaching
Alert coaches when a live conversation needs help.
Use case 03
Escalation detection on angry calls
Surface sentiment spikes before customers churn.
Use case 04
Keyword-driven quality programs
Track keywords that matter for coaching and compliance.
Use case 05
Containment quality review
Understand whether automated paths resolved cleanly.
Use case 06
Multilingual floor oversight
Monitor speech analytics across supported languages.
Built for
Teams that own customer conversations
Designed for the roles that fund, operate, and improve customer communications every day.
- Quality assurance leaders
- Contact center supervisors
- Compliance and risk teams
- CX analytics owners
- Speech analytics analysts
- Risk and compliance monitors
- Floor managers and team leads
- CX insight stakeholders
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Product FAQ
It analyzes live and recorded conversations for topics, sentiment signals, compliance cues, and coaching opportunities.
Coach while the conversation is live
See real-time transcription, alerts, and sentiment on your call types.