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Every customer conversation holds untapped value. With Odigo Speech Analytics, you can transform spoken interactions into actionable insights that reduce churn, improve first-contact resolution and elevate CX. Discover how our modular approach helps you capture the full potential of your conversations.
Table of contents
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.
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:
Recording & FilteringCalls 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 / NLUOur 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 & InsightsResults 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 & ComplianceAll of this operates under strict GDPR adherence—via anonymization, data-purging policies, and privacy-by-design.
Speech Analytics delivers value across organizational layers:
Tangible gains include:
These benefits are rooted in a deeper listening and more accurate representation of customer experience.
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.
As digital interactions soar, control over data, infrastructure, and compliance is no longer optional. Discover why European-made contact centre solutions are more relevant than ever.
Agents need quick, intuitive access to the right tools and information—without toggling between screens or hunting for customer data. That’s exactly what Odigo’s connector for Salesforce Service Cloud Voice delivers: a unified console that brings all interactions, insights, and capabilities together in one place.
Call summaries may not steal the spotlight in contact centres—but they steal time. Agents spend minutes after every call writing them up, often inconsistently, and that adds up fast. With AI, there’s now a faster, smarter way. Automating call summaries doesn’t just save time—it improves data quality, boosts agent productivity, and enhances the customer experience. Here’s how to do it right.
Even in a digital-first world, voice remains a core channel—where stakes are high, and call quality is more than a minor detail.
On February 26th 2025, a CCMA Connect event, supported by Odigo, took place at the stunning Goldman Sachs' offices in London. For the occasion, contact centre leaders from across the UK gathered to discuss what makes great CX in today's world.
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