Speech Analytics
The intelligence service that analyses your company’s conversations
Conversation analysis…
Communications are automatically transcribed, translated, tagged, summarised and analysed using AI, extracting relevant information for your company and generating personalised alerts.
…all in real-time…
All your company’s conversations, whether by messaging or by phone, incoming or outgoing, internal or external, in any language, are analysed in real-time thanks to Fonvirtual’s Artificial Intelligence.
…to make informed decisions
Base business decisions on a Business Intelligence (BI) system, with concrete data generated by our conversational analytics, thereby avoiding reliance on subjective impressions.
Get to know your company through Speech Analytics
What is Speech Analytics?
Conversational analytics is an AI-based system that systematically and automatically transcribes in real-time all conversations within your organisation in any language to examine their content, tag them, and extract valuable qualitative information such as the attitude of the speakers, various types of summaries, topics discussed, script compliance, or detection of the intentions that interest us the most.
Speech Analytics to understand your organization
Our AI solutions allow for a thorough examination of every interaction, identifying opportunities, areas for improvement, objections, threats, and anything else of interest with email alerts.
Know Your Customer: Active listening and a deep understanding of the customer’s needs, queries, and concerns open the door to providing exactly what they need.
Evaluate Your Team’s Performance: Analyse the keys to success of some team members and replicate them to improve results. Identify training needs and use real cases to be more specific.
Technological Integration and Flexibility: Compatible with Fonvirtual’s switchboard and call center software as well as other providers, calls only need to transit through us at some point for us to work our magic.
Control your external call center with Speech Analytics
Monitor in real-time how many human agents the external call center makes available to your company thanks to voice biometric identification and track the time it takes for a call to be answered by a human agent (HAT, Human Answer Time).
Enjoy detailed reports and conversation analyses to evaluate the performance of the external call center and ensure compliance with agreed service protocols and levels.
Conversational analytics naturally extract qualitative aspects such as customer satisfaction with the service received, the effectiveness of the provided resolutions, and the agent’s proactivity.
Monitor the call center’s activity in real-time without accessing their systems and configure real-time reports and alerts that you will conveniently receive in your email.
Your AI system that monitors conversations
Features of Fonvirtual’s Speech Analytics Service
Multilingual and Multichannel Analysis
The ability to analyze conversations in any language and through different channels (both written and spoken), providing a comprehensive overview of the situation.
With custom tags
You define through custom tags the topics or intentions that interest you, allowing you to access the conversations that matter most to you easily and quickly.
Compatible with your current PBX system
Fonvirtual’s artificial intelligence is compatible with any PBX system and Call Center software. It’s easily implemented without the need for complex developments.
Automatic and real-time
Access conversation information as it happens because it’s automatically transcribed, translated, summarized, and labeled in real-time.
Custom ‘ad hoc’ queries
Use AI for natural language queries on any specific matter of interest related to a conversation, and get an immediate, precise, and comprehensive response.
Safe and confidential
Information security is ensured by our systems and by Google and Microsoft Authenticator SSO systems that control access to our control panel.
With automatic alerts
Receive email alerts for conversations where opportunities, objections, mentions of competitors, or issues occur to have the information available in real-time.
Qualitative and quantitative analysis
Get qualitative analyses such as sentiment analysis, attitudes of the speakers, or prospect qualification to provide comprehensive data-driven feedback.
GDPR compliance
Fonvirtual’s AI, managed with proprietary models and teams, ensures full compliance with data protection regulations (GDPR) as the data does not leave Europe.
Know your customers and your team's performance.
Big data for business intelligence
Listen and learn
Tracking, tagging, and analyzing interactions with your customers will enable you to better identify their concerns and interests.
Observe and think
The attitude and messages of your customers will allow you to gauge their satisfaction level and find ways to meet their needs.
Draw conclusions
Quantitative data alone is not enough. Qualitative data will make the difference in your level of understanding and responsiveness.
Identify threats and opportunities through Speech Analysis
Increase security
Voice biometric fingerprinting ensures systematic verification of the identity of both the caller and the recipient.
Continuous improvement
Gain deep insights with every interaction, allowing for continuous adjustment to enhance your business’s results and efficiency.
Control your organization
Utilize knowledge based on the analysis of conversation data and assessment of the attitudes of the speakers.
Examine interactions
Tracking and examining your company’s conversations will provide you with an additional level of understanding of your organization.
Know your company
The key to your company’s success or failure could be hiding in any corner, and detecting it is crucial for its future.
Redesign processes
Utilize AI-generated analyses to enhance critical processes such as marketing campaigns or hiring processes.
Discover how our artificial intelligence ecosystem integrates with all your channels
Discover our other AI solutions
Real-time translation
Translate automatically into another language
Virtual Agent
24/7 customer service, with no waiting
Call Transcription
Automatically convert voice to text.
Secure Phone Payment
Secure AI payments compliant with PCI-DSS.
Frequently Asked Questions about Conversational Analytics
Everything you need to know about Fonvirtual’s AI-powered Speech Analytics system.
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What ROI or concrete benefit does conversational analytics bring to my business?
The main benefit is to stop “guessing” what happens during calls and start knowing it through data. Thanks to our AI, we structure 100% of conversations (not just 2% randomly, as is often done manually).
This enables detecting customer service issues, optimizing your agents’ responses, reducing resolution times, and personalizing the experience. Additionally, automatic alerts allow you to react to a poor experience before the customer decides to leave.
Does transcription and conversation analysis comply with privacy regulations and GDPR?
Absolutely. All information is processed through our own Artificial Intelligence models hosted on European servers subject to strict security standards.
Data never leaves Europe, ensuring full compliance with the General Data Protection Regulation (GDPR). We implement end-to-end encryption, controlled access to recordings, and informed consent protocols fully compliant with current legislation.
Does analytics integrate with my current phone system or CRM?
Yes, our Speech Analytics system can operate fully transparently and integrate with your existing phone system or call center software, regardless of your provider (Ringover, Aircall, etc.) or the CRM you use (Salesforce, HubSpot, Zendesk…).
Conversation data flows automatically without any manual entry, saving time and ensuring reliable information in your CRM.
What are real-time alerts and how do they help me?
Labels and automatic alerts are commands you configure for AI to act as a 24/7 supervisor.
For example, you can set the system to send you an immediate email if the client mentions a competitor, uses aggressive language, or if the call lasts beyond a defined threshold.si le client mentionne un concurrent, utilise un langage agressif, ou si l’appel se prolonge au-delà d’un seuil défini.
These alerts allow the supervisor to intervene in real-time before the customer hangs up or escalates their complaint, proactively improving service quality.
What data can I measure or analyze?
Our conversational analytics allows you to extract a wide range of key data: from quantitative metrics such as call duration and frequency, to qualitative insights like customer sentiment (positive, neutral, negative), most used keywords, contact reasons, resolution rates, and agent performance.
You can also create custom metrics tailored to your business needs to gain even more precise and actionable insights.
Can it be integrated with a virtual agent or PBX?
Yes, it’s the ideal complement. It integrates seamlessly with our AI Virtual Agent to analyze its interactions and enhance its learning, as well as with any virtual PBX or call center software. This integration ensures that all information generated during conversations is automatically recorded and analyzed, with no extra effort required on your part.
How does it improve customer service?
It helps by identifying success trends and friction points. By knowing exactly why your customers call and how they feel, you can optimize your agents’ responses, reduce resolution times, and personalize the experience. Additionally, automatic alerts allow you to react to a poor experience before the customer decides to leave.
Turn the potential of your communications into real results
Not your language ?
