Speech Analytics & QM

Every conversation tells a story. We help you hear it.

With Collab’s Speech Analytics and Quality Monitoring, you don’t just record interactions. You understand them. Track sentiment, flag silence, spot patterns, and improve agent performance in real time.

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See How It Works

The Problem

You’re collecting hours of calls. But what are you learning from them?

Contact centers handle thousands of conversations every day. But without the right tools, those calls get stored, not studied.

You don’t have a clear understanding of how customers truly feel. Instead, you depend on random samples and gut instincts. Quality reviews are time-consuming and often overlook important moments, allowing silence, frustration, and churn to go undetected. The result is missed insights, inconsistent service, and agents left without the feedback they need to improve.

The Collab Way

Make every call count for your customers and your team.

Collab’s Speech Analytics and Quality Monitoring turn raw conversations into actionable insights. You see how customers really feel, where agents struggle, and what’s working across your operation.

AI flags long silences, detects sentiment shifts, and surfaces key patterns automatically. Quality evaluators get a smarter workflow to assess calls, coach agents, and close the feedback loop faster. It’s not about listening to more calls. It’s about learning more from the ones you already have.

Core Capabilities

See what drives better conversations

Discover what works in your calls and where there’s room to improve. With post-call analysis of sentiment, behavior, and outcomes, your team gets the insight they need to improve performance, stay compliant, and coach with purpose.

Sentiment Analysis

Review how customers felt throughout each interaction. Identify pain points and positive moments.

Silence and Talkover Detection

Spot long pauses or overlapping speech that might signal confusion or poor call flow.

Keyword Tracking

Search for specific terms, like product names, disclaimers, or issue types—to spot trends and risks.

Automatic Scoring

Apply your own criteria to evaluate interactions at scale. Save hours on manual review.

Quality Evaluation Forms

Standardize agent assessments. Use custom scorecards to ensure consistency and fairness.

Agent Scorecards

Track agent performance over time. Give clear, actionable feedback backed by real data.

Speech Analytics & QM

Works with your recordings, wherever they live

Whether your calls are stored in the cloud or on-prem, Speech Analytics connects to your voice infrastructure and processes audio in your environment. It works with standard audio formats and can be applied to legacy setups, hybrid deployments, or fully cloud-native contact centers.

Every conversation tells a story. We help you hear it.

Make every call count for your customers and your team.

See what drives better conversations

Works with your recordings, wherever they live

Let’s turn your calls into clarity