Unlock the Intelligence Hidden in Every Call
Speech analytics that transcribes, analyses, and surfaces actionable insight from 100% of your customer interactions, not just the ones you have time to listen to.
Last updated
In short
DigiTalker's speech analytics transcribes and analyses every recorded call, not just the small sample a manual quality team can review. It detects topics, intent and sentiment, checks calls against your compliance scripts, flags vulnerability indicators and scores agent performance, with the results in dashboards and alerts.
Most contact centres review fewer than 3% of their calls. The remaining 97% contain valuable information about customer needs, compliance risks, agent development opportunities, and process failures that never surfaces. DigiTalker's speech analytics platform changes this by transcribing and analysing every interaction.
Our platform works by recording each call, converting the audio to text through speech recognition, and then applying natural language processing models to extract meaning. These models identify topics, detect sentiment, check for compliance with required scripts, and score agent performance against configurable criteria. The results are surfaced through dashboards and alerts that your quality assurance and operations teams can act on immediately.
We configure the analytics to match your specific business requirements. This includes defining the compliance rules that matter to your industry, setting the quality scoring criteria your team leaders use, and building the topic categories that reflect how your customers actually describe their needs. The platform improves over time as models learn from your data.
Capabilities
What Our Speech Analytics Platform Delivers
100% Call Transcription
Every call is transcribed automatically, giving you a searchable text record of every customer interaction. No sampling, no gaps: complete coverage across all programmes and agent teams.
Topic & Intent Detection
Natural language processing models identify what each call is about, categorising interactions by topic, customer intent, and call reason. This replaces manual disposition coding with automated, consistent classification.
Compliance Monitoring
Automated checks against your compliance scripts and regulatory requirements. The system flags calls where mandatory disclosures were missed, required phrases were omitted, or where the agent deviated from approved wording.
Sentiment Trend Analysis
Track customer sentiment across interactions over time to identify emerging issues, measure the impact of process changes, and spot deterioration in service quality before it reaches complaint stage.
Agent Performance Scoring
Objective, consistent scoring of agent performance based on configurable criteria including script adherence, tone, call handling efficiency, and resolution outcomes. Scores feed directly into quality assurance workflows.
Custom Reporting Dashboards
Configurable dashboards that present the metrics that matter to your team. Filter by programme, agent, date range, topic, or compliance status. Export data for further analysis or integration with your existing BI tools.
Regulatory Focus
Compliance Monitoring for Regulated Industries
For organisations operating under FCA, GDPR, PCI DSS, or other regulatory frameworks, DigiTalker's speech analytics provides automated compliance monitoring across every customer interaction. The platform checks each call against your required compliance scripts, verifying that mandatory disclosures were delivered, that consent was obtained where required, and that agents followed approved procedures.
The system monitors for vulnerability indicators, flagging interactions where the caller may be in financial difficulty, under duress, or otherwise in a vulnerable situation. This supports your Consumer Duty and treating customers fairly obligations by ensuring that vulnerable callers are identified and handled appropriately.
Compliance reports are generated automatically and can be configured to meet the specific requirements of your compliance and risk teams. When a breach is detected, the relevant call recording, transcript, and analysis are flagged for review, reducing the time between an issue occurring and it being addressed.
Related Solutions
Speech analytics FAQs
Is speech analytics worth it for a regulated contact centre?
For regulated firms the main gain is coverage. Most contact centres review fewer than 3% of their calls; speech analytics checks every call for missed disclosures, consent and approved wording, and flags callers who may be vulnerable, which supports Consumer Duty and treating customers fairly obligations.
How long does speech analytics take to implement?
A standard implementation takes 4 to 8 weeks from kick-off to go-live, covering call flow analysis, scorecard configuration, model tuning, user training and a calibration period. Deployments with custom models or several business units may take longer.
What does speech analytics check on each call?
Each call is transcribed, then analysed for topic, intent and sentiment, checked against your compliance scripts and required disclosures, screened for vulnerability indicators, and scored against your agent quality criteria. Results appear in dashboards and alerts your quality and operations teams can act on.
Related pages
Related sectors
See What Your Calls Are Telling You
We can run a proof-of-concept analysis on a sample of your call recordings to demonstrate what speech analytics can reveal. Contact us to arrange a review.
Talk to Our Team