Speech Analytics: Unlock the Full Potential of Your Customer Conversations

Why Conversation Analytics Is a Priority

Every day, your agents speak with customers—these conversations are rich with insights: concerns, expectations, frustrations. But all too often, once the call ends, that value is lost. Wrap-ups are incomplete, quotes go unanalysed, and insights remain diffuse.

As a result, decisions rest on partial indicators. Weak signals are missed. Leaders lack the real feedback needed to refine journeys or evolve offerings.

That’s shifting. A 2025 BVA / Relation Client Mag study shows 45% of customer-relations directors now put conversation analytics among their top priorities. Why? Because customers expect to be understood on first contact and to feel heard.

Conversation analytics transforms what’s said into structured, actionable insights—making it concrete, not abstract.

Speech Analytics by Odigo: A Modular, Pragmatic Solution

Odigo’s Speech Analytics is built to flex with your maturity and priorities. It’s composed of four core modules (plus a bespoke option) to suit diverse use-cases:

• CARTO – Map out why customers call
  Use conversation analytics to visualize dominant call drivers, track trends over time, and uncover weak signals beyond standard categories. This enables smarter routing, process design, and experience optimization.
• SAT – Detect emotion & dissatisfaction
  Every nuance—tone, hesitation, wording—can hint at friction. SAT surfaces recurring sources of frustration, letting you close gaps in your journeys, tailor training, and reduce customer effort.
• FOCUS – Spot churn risks & competitive signals
  What drives customers away? Which frustrations push them to competitors? FOCUS finds conversations with churn clues, competitor mentions, or critical feedback. That’s your roadmap to retention and sharpening your unique value.
• TAILORED / CUSTOM – Align analytics to your strategic KPIs
  For organizations with specific measurement needs, we build custom dimensions, themes, and reporting formats aligned to your business, your priorities, and your context.

Architecture: From Recording to Action

Recording & Filtering
Calls between agents and customers are captured via Odigo Record. Clients define precise filters: which service, what time period, or what call types should feed the analytics.

Processing & AI / NLU
Our tech stack combines rule engines, natural language understanding, and generative AI to extract relevant signals, structure them, and synthesize actionable insights. We balance model efficacy and cost.

Dashboards & Insights
Results are surfaced in clean, contextual dashboards built for specific objectives: reduce friction, redesign journeys, or optimize teams. Stakeholders get insights they can act on immediately.

Data Governance & Compliance
All of this operates under strict GDPR adherence—via anonymization, data-purging policies, and privacy-by-design.

Key Benefits You Can Expect

Speech Analytics delivers value across organizational layers:

• For agents: better call distribution, fewer wasteful calls
• For supervisors: sharper visibility into call drivers, training focus
• For leadership: empirical guidance to steer CX strategy

Tangible gains include:

• Enhanced customer understanding
• Increased first-contact resolution
• Improved NPS
• Reduced churn

These benefits are rooted in a deeper listening and more accurate representation of customer experience.

Why Odigo Is Your Ideal Speech Analytics Partner

With over 20 years of European AI expertise, Odigo fuses tech power and industry insight to turn every conversation into reliable intelligence. Our unified platform is designed for rapid activation—regardless of your maturity level.

If you’d like to see how Speech Analytics can work in your context, our experts are ready to explore use cases with you.