Why intelligent speech analytics?
Intelligent speech analytics offers a range of benefits across multiple industries. One of the main advantages is its ability to extract valuable insights from real-time and recorded complex data such as customer service and call center calls, outbound marketing conversations, voice bot interactions, meetings, podcasts, and training videos. Intelligent speech analytics combines powerful speech to text models with generative AI to analyze, summarize, categorize content and deliver more delightful customer and employee experiences.
How intelligent speech analytics works
You can use Amazon AI services to build an intelligent speech analytics solution to gain insights from live or recorded media. This includes spoken conversations from customer experience platforms such as Avaya, Cisco, and Genesys. The two main AWS services needed are Amazon Transcribe Call Analytics - a powerful automatic speech recognition (ASR) engine for voice interactions with natively integrated generative AI capabilities, and Amazon Bedrock - a fully managed service that offers a choice of high-performing large language models (LLMs). Together, these services are able to deliver high-quality call transcripts, extract actionable insights, and automate tasks such as summarization.
Intelligent speech analytics solutions can also be used to analyze content such as meetings, podcasts, videos, and more with Amazon Transcribe and Amazon Bedrock.
Benefits
Unlock actionable insights with generative AI to streamline processes and elevate customer experience.
How customers are gaining new insights to improve CX
How to get started
Whether you are a buyer or builder, choose from a variety of partner and open source solutions to help accelerate your implementation and deployment times to create a speech analytics solutions that best fits your needs. AWS Partners (ISV) accelerate your time to insights with a turnkey solution or engage an AWS Partners (SI) for consulting services to help implement a speech analytics solution for your business requirements.
Qualtrics
Qualtrics provides solutions that make it easy to capture experience data, so you can quickly make evidence-based decisions about mission critical programs and services. Consistently collecting, reporting, and acting on metrics will demonstrate where you are improving, and have positive, lasting effects for your agency and programs.
Contact | AWS Marketplace
SuccessKPI
Pure SaaS platform for real-time and historical reports, dashboards, and analytics for IVR, ACD, call routing, and call recording. The platform provides fully integrated and end-to-end reporting for the entire contact center operation including speech and text analytics, quality monitoring, and performance reporting. it empowers customers to drive business outcomes through actionable analytics.
Contact | AWS Marketplace
Infosys
Infosys Contact Center Intelligence is based on the data and analytics offerings around Intelligent operations called Digital paperwork. This solution unlocks data driven decisions through AI/ML driven analytics and insights while improving customer experience, reducing customer churn, and revealing hidden complaint patterns.
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Quantiphi
Quantiphi helps companies transform their contact centers with cutting edge AI powered solutions. Experience next-gen customer care with consistent experience, improved operational efficiency, and easy scalability while driving ROI for your business. As an AWS Premier Global Consulting Consulting Partner, Quantiphi has built accelerators across the lifecycle of solution implementation which help bring Intelligence to your contact centers and make them better, faster, and more cost-effective.
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Open source solutions
Supervisors and contact center analysts can now analyze live or recorded customer conversations, uncover trends, identify coaching needs, and automatically score agent interactions. These solutions are extensible and customizable to your fit the needs of your business.
Live call analytics | Post call analytics
