We can separate speakers (diarization), identify different languages and measure agent performance (silence duration, monotonicity, interruption and more) better than the competitor.
| FEATURES |
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| Ad-hoc Search |  |
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| Categories | |
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| Sentiment Analysis | |
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| Emotion (Tension) Detection | |
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| Silence | |
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| Overlap | |
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| Talk Speed | |
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| Customer Share | |
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| Topic Classification | |
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| Text Clustering | |
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| Statistical Comparison | |
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| Non-First Call Resolution Identification | |
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| Language Identification | |
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| Multi-language Speech Recognition | |
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| Age Detection | |
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| Gender Detection | |
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| Silence Duration (Start & End Time) | |
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| Agent Monotonicity | |
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| Agent Speed | |
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| Interruption Count | |
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| Block Count & Ratio | |
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| Indexing | |
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“SESTEK’s Speech Analytics analyzed 100% of all customer‑agent calls and helped us identify areas of improvement for our agents. With the help of actionable insights, we achieved significant improvements in their performances.”
CHIEF OPERATING OFFICER CIGNA TRKnovvu Analytics collects 100% of customer interaction data at customer service channels and converts it into analyzable information for decision-makers. The solution provides critical and actionable insights to understand customers better and improve their experiences. With advanced quality management tools, Knovvu Analytics helps supervisors objectively score and improve agent performance with tangible feedback.
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience
See How It Works 