Speech analytics for contact centers: all calls instead of a sample
Auto-scoring by the client's checklist, calibration with manual checks and reports for clients.
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Updated
- Without changing your PBX or number
- Call result in CRM
What does speech analytics give a contact center?
Speech analytics scores all operator calls by the client's checklist, not the small sample that the QA team has time to listen to. The supervisor compares AI scores with manual ones on the calibration screen, finds violations by quotes and builds reports for contact center clients. Control follows the client's criteria, so different projects can run by different rules.
What gets in the way
- The QA team listens to only a small share of calls
- Manual scoring is expensive and subjective
- Clients require transparent reporting
What you get
- Scoring coverage of all recorded calls
- One quality scale and calibration with manual scoring
- Client reports by common rules
Coming soon to Leksta: the AI trainer lets new agents practise with an AI customer built from your calls before they go live.
Example: how it looks on a call
A support operator did not say the required phrase and interrupted the customer. Leksta lowers the score on these items, shows quotes and adds the call to the supervisor's review queue.
- Metrics: Scoring coverage
- Metrics: Average QA score
- Metrics: Share of violations
- Metrics: Cost of scoring a call
FAQ: Contact centers
Does analytics replace QA specialists?
No. AI scores all calls, and QA specialists check disputed cases and calibrate the score. The calibration screen shows the differences between AI and manual scores for each criterion.
Can I keep different checklists for different clients?
Yes. Criteria, weights and thresholds are set separately, so each project is scored by its own rules, and the results are combined into an operator rating.
How do I find calls with violations?
Add stop words and required phrases to the dictionary. Calls with violations go to the risky list, and the alert goes to the head in Telegram.
Which plan suits a contact center?
For large volumes there is the "Contact center" plan with an employee action log and custom recording retention periods. For a closed network, installation on your servers is available.
See also
- Speech analytics All features and feature status.
- Call quality control Checklist and manager rating.
- Call transcription Transcription and search across calls.
- Insurance and legal Checking required wording and forbidden phrases in all recorded calls.
- Windows, furniture, renovation You see which calls did not reach a measurement visit and why the customer left to "think".
- Pricing Plans with a minute bundle.
We will check it on your company's calls
We will show the transcript, score and summary on your recordings.