Speech-to-Text Analytics for Contact Centers

Leverage AI-powered speech-to-text technology to analyze customer interactions in real time.

Improve service quality, ensure compliance, enhance agent coaching, and drive better customer experiences that foster long-term loyalty.

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A contact centre agent in a headset, with the client support recording playing beside her and the call transcript split into client and agent turns

Trusted by hundreds of fast-growing companies

  • ENGIE
  • Groupama
  • Distrigaz Sud Rețele
  • CGS
  • SmartBill
  • Mediatel Data
  • Click Phone

How it works

Step by Step: Launch Speech-to-Text Analytics in 3 Simple Steps

Gain insights, track performance, and ensure compliance with 95%+ accuracy - fast and hassle-free
  • 01An agent on a call on the floor of a contact centre, with a Connect Environment button and a live recording meter over the photo

    Connect Live Audio

    Securely stream audio from your telephony environment to the Vatis Tech speech platform through APIs or pre-built integrations.

  • 02A call waveform feeding a Transcribing indicator and coming out as a transcript labelled Speaker 1

    Transcribe with Advanced STT Models

    Convert multi-speaker conversations into accurate, timestamped transcripts with our advanced speech-to-text engine.

  • 03A call report: talk-time and silence-time counters over a script adherence dial and a radar chart comparing agent and client sentiment

    Analyze and Optimize

    Unlock insights with AI: detect sentiment, flag key topics, and generate performance reports to boost CX, compliance, and agent productivity.

Features

Empower contact centers with speech-to-text and voice AI for better insights, compliance, and CX

Accurate Call Transcription for Smarter Insights

  • Capture Every Interaction. Transcribe 100% of live and recorded customer calls with ease.
  • Over 95% Accuracy. Vatis Tech's ASR engine delivers reliable transcripts even in noisy environments, cross-talk, dialects, and accents.
A pair of headphones tagged Live audio and Pre-recorded audio, beside a transcript alternating agent and client turns

Real-Time Agent Assist

Improve customer interactions with AI-driven agent support.

  • Real-time transcription and sentiment analysis provide insights, suggested responses, and dynamic scripting.
A live call recording running above a transcript, with a Suggested Answer card surfacing over the agent's turn

Customer Conversation Analytics

  • Gain insights from every customer interaction with real-time and post-call analytics.
  • Advanced audio intelligence detects sentiment, topics, intents, and generates actionable KPIs.
  • Talk and silence pattern analysis. How much each side speaks, and when they go quiet, is a reliable read on how a caller feels and how satisfied they are with the call.
  • Analyze by keywords. Find keywords and related terms to gauge the risk level in particular types of call, see what the agent did, and decide what needs urgent attention.
  • Speech adherence tracking. Checks how closely an agent follows the script, comparing what they actually said against the planned words.
Topics detected, recurring issue, opportunity found and urgency level cards traced back to the turns of a call transcript

Sentiment Analysis

  • Detect positive, negative, and neutral customer sentiment as well as emotional states like satisfaction, frustration or agitation.
  • Capture voice-of-customer feedback and pinpoint conversation highlights.
A client call transcript with each phrase tinted green or red, and a callout quoting the line where the happiness level drops

Flexible Speech-to-Text Customization

Adapt Vatis Tech's Speech Recognition to Your Industry.

  • Customize vocabulary, language models, and speech patterns to match your specific workflows.
  • Improve transcription accuracy across contact center calls, customer service interactions, and compliance monitoring.
A model settings panel: custom vocabulary chips for warranty terms, three tuning sliders, and a drop zone for custom data

Accelerate Time to Market

Accelerate your product development with embedded AI.

  • Users can enjoy the full benefits of your application from day one.
A server, a database, a desktop, a music file, a waveform and a microphone all wired into one API cloud

Easy to Scale

  • Our system supports unlimited transcription concurrency, so you can handle high-volume projects without bottlenecks - scaling seamlessly as your needs grow.
Recordings, transcripts and detected-topic cards pinned to points across a globe, several calls running at once

Deployment Versatility

  • Choose the deployment option that best fits your needs - on-premises, cloud, or hybrid.
  • Get flexible deployment options designed to meet your data security requirements.
On-premise, cloud and hybrid options branching off a single padlock
Mediatel Data

Case study

Mediatel Data Achieves 95% Transcription Accuracy

View case study

Mediatel Data needed accurate call transcriptions to deliver the actionable insights contact centers rely on.

50% of call transcription errors made it impossible for Mediatel Data to deliver the reliable insights their clients needed.

Languages and formats

Transcribe audio to text in these languages and formats

Supported Languages

Formats to transcribe audio to text

Formats to transcribe video to text

Export formats for audio and video transcription

Benefits

Enhance Customer Experience and Boost Efficiency with Speech-to-Text Analytics

  • Boost Agent Productivity

    Reduce after-call workloads through automated transcription, summarization, and documentation - allowing agents to handle more interactions.

  • Smart Call Routing with Conversational IVR

    Route customers to the right agent for tailored support. Integrated with your IVR, our system identifies needs and directs callers to the best-suited agent for faster resolutions.

  • Automated Quality Assurance

    Ensure high-quality service with AI-powered analysis of live and recorded calls. Our system checks for script adherence, compliance, and consistency, reducing manual reviews.

  • Lower AI Infrastructure Costs

    Reduce your infrastructure costs with our AI technology, optimized to deliver exceptional performance on less hardware without compromising quality.

  • Sales Optimization

    Learn from the calls that closed. Analyzing your best sales conversations surfaces the techniques that work, so the rest of the team can be coached on them.

  • Real-Time Monitoring

    Watch customer calls as they happen. A supervisor can step in to resolve a problem or back up an agent while the caller is still on the line.

Examples

See for yourself

Our automatic speech recognition technology ensures a high-level of accuracy for all speakers, converting written numbers into digits.

It recognizes entities, such as individual and company names, dates, and locations within your audio files.

00:00:34
Speaker 1

Thank you so much, Mr. Fairbase. Can you please provide your national insurance number?

00:00:43
Speaker 2

National insurance number is 369-4456.

00:00:50
Speaker 1

Wonderful. Also, Mr. Fairbase, can I please have your date of birth?

00:00:56
Speaker 2

My date of birth is 9-26-1995.

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Mediatel Data

We were impressed by Vatis Tech's ability to quickly and accurately transcribe phone calls, train custom models, and remain price competitive. Our partnership with Vatis Tech allows us to quickly convert speech into text, analyze keywords, incorporate sentiment analysis, and ensure script adherence. This enables our corporate customers to gain actionable business insights and customer experience insights from conversational data.

Dan MaziluGeneral Manager, Mediatel Data

Strategic Partnerships for High-Performance Contact Centers

Gain clear, actionable insights with our AI-powered speech analytics - built on real contact center data and advanced speech recognition technology. At Vatis Tech, we understand the operational demands of modern contact centers. That's why we deliver:
  • Tailored speech recognition with real-time support for accurate transcriptions
  • Robust security to keep customer data safe and compliant
  • AI-powered tools that drive efficiency, boost CX, and support compliance goals
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A call analytics dashboard on a monitor, with secure, analytics, AI assistant and language-coverage tiles floating over it

Frequently asked questions

Can't find the answer you're looking for? Reach out to our support team.

What is speech analytics?

Speech analytics is the process of analyzing voice recordings to extract insights. It identifies patterns, emotions, keywords, and sentiments in customer service calls.

Why use speech analytics?

Speech analytics is used to gain customer insights, improve service quality, ensure compliance, enhance employee training, identify trends, resolve issues quickly, and support data-driven business decisions. By analyzing how and what customers are saying, businesses can make informed decisions to improve their products, services, and customer interactions.

Why Speech Analytics Outperforms Traditional Call Center Methods?

Speech analytics is significantly more effective than traditional call center monitoring. Here's why. Customer insights: understand customer needs, pain points, and sentiment by analyzing voice data at scale. Quality monitoring: track agent performance more accurately than with manual reviews. Operational efficiency: automate call analysis to save time and accelerate issue resolution. Data-driven decisions: leverage large datasets to inform strategy and improve outcomes. Regulatory compliance: detect non-compliant behavior and ensure policy adherence. Training and coaching: use insights to personalize agent coaching and boost performance. Trend detection: spot recurring issues early and act proactively to improve CX. Traditional call monitoring - like random call sampling or post-call surveys - is labor-intensive and limited in scope. In contrast, modern speech analytics delivers real-time, comprehensive insights to enhance contact center performance.

Is NLP and Speech Analytics the same?

No, Natural Language Processing (NLP) and Speech Analytics are not the same, although they are related fields. NLP (Natural Language Processing) is an AI field focused on enabling computers to understand human language, while speech analytics is an application of NLP that analyzes spoken language, particularly in business settings, for insights and trends.

Is NLP and Speech Recognition the same?

No, NLP (Natural Language Processing) and Speech Recognition are not the same. NLP deals with understanding and interpreting human language by computers, while speech recognition focuses specifically on converting spoken words into text.

How do you protect data and ensure confidentiality?

Your data remains secure with our strict zero-retention policy: call recordings and transcripts are not kept after processing. We are GDPR compliant, SOC 2 Type II is in progress, and deployment is flexible — the EU, the USA, or your own infrastructure — so the recordings stay wherever your regulator expects them to.

Built for

Speech-to-text for every industry

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