Users experience leads Technology.
Speech Analytics Technology enhances quality by improving agent skills, detecting taboo words, providing quality alerts, quality reporting, and enhancing First Call Resolution (FCR) metrics.
Speech Analytics Technology helps in process efficiency by reducing call volume, improving script adherence, enabling efficient search, and providing speech-to-text capability.
Speech Analytics Technology helps improve customer experience through Customer feedback, trend spotting, preventing customer churn, and emotion detection.
Speech Analytics Technology helps in sales by identifying competitive advantages, sales potential, sales risks, and detecting topics.
Speech Analytics Technology helps with compliance phrase spotting, auto-categorization, document consultancy calls, risk alerting, and fraud detection.
Speech Analytics Technology provides public safety with Threat call alert, improved emergency processes, relief for the dispatcher, and fast prioritization.
Improving Agent Skills in Contact Centers – Leveraging AI-powered speech analytics and training technology is crucial for modern businesses. Automated tools can select sample call recordings for agent training, identify weaknesses, and deliver personalized coaching. These innovations streamline training preparation and performance assessment, ensuring long-term skill development and improved customer service quality.
Taboo Word Spotting – Detecting the use of forbidden or sensitive words plays a vital role in workplace communication. Spotting these words helps organizations mitigate risks related to culture, beliefs, or personal sensitivities. Proactively identifying such terms prevents conflicts, reduces dissatisfaction, and protects the company’s brand image and corporate reputation.
Quality Alerting with Speech Analytics – Real-time keyword detection for quality issues enables businesses to respond immediately. Automated quality alerts notify management of potential risks, allowing instant corrective action. This reduces recurring errors and supports compliance with customer experience (CX) standards.
Quality Reporting and Analytics – Improving customer service quality is critical for sustainable business growth. Automated dashboards and AI-driven reports categorize communications, visualize trends, and deliver actionable insights. These tools empower organizations to systematically enhance service delivery and strengthen customer satisfaction.
Reducing Call Volume – Identify top drivers of repeat contacts to lift your First Contact Resolution (FCR) rate and lower handle time. By fixing root causes at the first touchpoint, you cut transfers and callbacks, reduce churn risk, and deliver a smoother customer experience (CX) across your contact center.
Script Adherence – Monitor every call with speech analytics and call recording to spot deviations, compliance gaps, and coaching moments. Rapidly pinpoint broken flows, optimize talk tracks, and quantify agent adherence to boost QA, compliance, and conversion rates.
Efficient Search – Replace manual hunting with a recording system that provides fast search over transcripts, keywords, and metadata. Instantly retrieve conversations, accelerate investigations, and improve operational analytics for data-driven decisions.
Speech-to-Text – Convert calls into accurate transcripts for quick overviews, case documentation, and post-call follow-ups. Auto-generate and email call transcripts to ensure clarity, reduce disputes, and streamline after-call work.
Customer Feedback – Listening to and analyzing customer feedback is crucial for online business development. Leveraging speech analytics and call center analytics to filter and classify conversations allows businesses to understand customer needs and pain points more effectively, enhancing customer experience (CX) and guiding product innovation.
Trend Spotting – Identifying emerging trends and hot topics from customer conversations helps companies adapt quickly to changing demands. With effective classification of conversational data, businesses can stay ahead of competitors, adjust marketing strategies, and improve service delivery.
Preventing Customer Churn – Real-time monitoring and alerts for critical calls empower businesses to take immediate action, boosting customer trust and satisfaction. By preventing churn with proactive engagement, companies strengthen loyalty, reduce costs, and improve overall customer retention.
Emotion Detection – Using AI-driven emotion detection in conversations enables companies to spot frustration, dissatisfaction, or urgency early. By recognizing emotional signals, businesses can provide timely interventions, prevent churn, and deliver a superior customer experience.
Identify Competitive Advantages – In today’s era of intense online market competition, automatic competitive analysis and speech analytics are essential tools for accelerating time-to-market. By analyzing conversations and market signals, businesses can benchmark against competitors, identify strengths, and gain deeper insights into how customers perceive their brand versus others.
Identify Sales Potential – Understanding customer demand trends and the frequency of specific requests helps organizations reveal sales opportunities. Targeted identification of hot topics and communication patterns provides valuable intelligence for shaping effective sales strategies and driving growth in customer acquisition.
Identify Sales Risks – Analyzing customer experience (CX) is crucial for spotting dissatisfied customers and mitigating potential risks. By proactively addressing recurring issues through call center analytics, businesses can improve resolution rates, protect revenue, and enhance customer retention.
Topic Detection – AI-powered topic detection identifies recurring themes across customer conversations. This insight helps organizations build effective FAQs, enable self-service knowledge bases, and improve service efficiency, while reducing call volumes and operational costs.
Threat Call Alert – In today’s digital world full of risks, maintaining business security is more important than ever. One key approach is detecting and responding to breaches as they occur. By categorizing inbound calls and using real-time threat call alerting, organizations can enhance contact center security, mitigate cyber risks, and ensure faster crisis response.
Improved Emergency Processes – Organizations must prioritize structured emergency management processes to effectively handle crisis situations. Event classification and predefined response plans enable faster decision-making and systematic action, ensuring efficient crisis handling and business continuity.
Relief for the Dispatcher – Leveraging modern technologies such as Text-to-Speech and automated workflows helps dispatchers save time and reduce human errors. By automating protocols and documentation, organizations improve communication efficiency, streamline operations, and reduce workload during emergencies.
Fast Prioritization – In fast-paced environments, automated prioritization of calls and conversations is essential. AI-powered speech analytics and clustering techniques help detect crises early, streamline decision-making, and trigger real-time alerts for immediate action during emergencies.
Compliance Phrase Spotting – Automatically detecting whether mandatory compliance statements are used is an efficient way to identify non-compliance risks. Spotting deviations such as incorrect usage of compliance phrases promotes stronger regulatory adherence. Listing non-compliant calls provides organizations with actionable insights to improve compliance policies and processes in alignment with legal requirements.
Auto-Categorization – Calls are categorized according to compliance relevance and automatically archived with retention periods applied per category, ensuring structured data management and long-term compliance readiness.
Documentation of Consultancy Calls – Transcribing consultancy calls for later approval or as evidence reduces manual documentation time, streamlining workflows and ensuring accuracy in compliance reporting.
Risk Alerting – Automated filtering of large call volumes identifies suspicious behavior by customers or employees. Real-time alerts help organizations mitigate potential legal threats quickly and efficiently, strengthening security and compliance monitoring.
Fraud Detection – Early detection of non-compliance risks across business processes prevents regulatory penalties. Automated conversation analysis provides key insights, enabling organizations to match conversations against legal and compliance standards with accuracy and speed.
Speech Analytics for Compliance is an essential tool for modern businesses, enabling adherence to critical regulations such as GDPR and PDPA. By analyzing customer and employee interactions, companies can verify compliance with legal frameworks, improve operational processes, and maintain ethical standards. This approach not only strengthens regulatory compliance but also enhances data privacy protection and builds customer trust.
In the field of public safety, analytics plays a vital role in strengthening city infrastructure. From disaster prevention to emergency response, collaboration across multiple sectors is required. Our Analytics Solutions provide the necessary tools to support organizations in effectively managing public safety challenges, ensuring timely and efficient responses to critical events.
By integrating Speech Analytics into compliance and public safety operations, organizations can reduce the risk of personal data breaches, improve decision-making, and create a safer, more transparent environment. These solutions empower both businesses and governments to remain compliant while reinforcing public confidence in the secure handling of sensitive information.
This diagram illustrates how the voice and video recording system integrates with Microsoft Azure and Microsoft 365 via the ASC Recording Insights platform. Data is securely stored in Azure Blob Storage, ensuring fast accessibility. Users can easily search and replay recordings through the ASC Recording Insights interface, enabling more efficient monitoring and analysis.
The recorder sends data to the Database Server via an Export Job. ASC then imports this data using the CIFS/SMB protocol through TCP ports 445 and 139. The imported data is processed by ASC neo, ASC’s core recording system, and subsequently synchronized with ASC Recording Insights, which stores the information securely in Microsoft Azure Blob Storage.
This solution enables organizations to record, store, search, and replay voice and video data with high efficiency, ensuring compliance with strict regulatory standards. Importantly, ASC Recording Insights can also integrate with existing recorders, even if they are not ASC-branded, reducing cost and complexity for organizations transitioning from legacy systems.
As experts in Speech Analytics and Voice Recording Integration, Vasvox is ready to help enterprises across Thailand and ASEAN. If you are looking for a secure and reliable solution to manage your communication data, contact us today to elevate your contact center with future-ready technology.
Speech Analytics is an advanced technology that combines multiple disciplines to analyze audio data from customer and business conversations. By applying engineering methods and intelligent tools, organizations can extract actionable insights that improve compliance, customer experience, and decision-making.
Speech Recognition (ASR) uses algorithms such as Deep Learning, RNNs, and LSTM to accurately convert speech into text. This enables businesses to capture every word from customer interactions, ensuring precision in voice-to-text conversion.
Natural Language Processing (NLP) analyzes text through techniques such as Tokenization, Part-of-Speech Tagging, Named Entity Recognition (NER), and Dependency Parsing. This process provides a deeper understanding of sentence structure, intent, and context in customer conversations.
Sentiment Analysis helps detect emotions and attitudes within customer messages using machine learning models such as SVM, Naive Bayes, and Neural Networks. It classifies feedback into positive, negative, or neutral sentiment, helping companies improve service and customer satisfaction.
Data Mining & Predictive Analytics are applied to uncover patterns and future trends in audio data. Techniques like clustering and association rule mining provide strategic insights that drive smarter decisions in sales, marketing, and compliance.
System Optimization and Customization are achieved through domain-specific training and Transfer Learning, allowing models to adapt to unique business needs. This ensures continuous improvement of Speech Analytics systems, maximizing efficiency and long-term ROI.