Speech Analytics & QM

AI analysis of every customer conversation

With Collab's Speech Analytics and Quality Monitoring, you don't just record interactions. You understand them. Search every conversation, see customer sentiment in the transcript, flag long silences and check compliance on every call.

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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 know what customers are telling you across thousands of calls. You depend on random samples. Quality reviews take hours and miss key moments: long silences, repeated complaints, churn signals and missed compliance steps. 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 searchable, structured data. You see what customers say, which topics repeat, and which calls miss a compliance step.

AI flags long silences, scores customer sentiment from the transcript, and surfaces key patterns automatically. Quality evaluators get a smarter workflow to assess calls, coach agents, and close the feedback loop faster. You learn more from the calls you already have, without listening to more of them.

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 transcripts, customer sentiment and outcomes, your team gets the evidence it needs to stay compliant and coach with purpose.

Customer sentiment

See where the customer's words turn positive or negative in the transcript. Find pain points and positive moments.

Silence and talkover

Measure long pauses and the share of each call where both sides speak at the same time. Timing metrics only.

Keyword Tracking

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

AI compliance checks

Define your compliance questions. AI answers them for every interaction and pre-fills your QM form. Your evaluator reviews and decides.

Quality Evaluation Forms

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

Evaluation history

Keep every completed QM evaluation in one place. Coaches review the results with the agent, with the call and transcript at hand.

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.

AI analysis of every customer conversation

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