There’s always room for improvement in customer service. But where exactly is your contact center “falling short”? Why are some customers satisfied while others leave for competitors?

The answers to these questions are often hidden in thousands of calls and messages.

That’s why we created NovaTalks Insights — a solution that combines speech and text analytics to help you see the full picture of your customer communications.

What challenges does speech analytics solve?

NovaTalks Insights goes far beyond the surface-level agent evaluations most solutions offer. We help you:

• Reduce AHT (Average Handling Time)

• Cut down on repeat calls

• Lower the number of unnecessary call transfers

• Increase successful sales by controlling scripts, eliminating ineffective techniques, and implementing the most successful ones

• Monitor and manage negative customer emotions

• Decrease complaints

• Improve agent skills

• Optimize processes and products

User-friendly experience

No special technical skills are required to work with NovaTalks Insights.
The interface is intuitive, simple, and designed for everyday use by regular team members.

Who is NovaTalks Insights for?

It’s a powerful solution for companies dealing with large volumes of customer interactions every day and seeking to see more than just numbers in reports.

It’s especially valuable for:

• Medium and large contact centers (10–20+ agents) aiming to boost team efficiency and service quality

• Banks and financial institutions where communication control, risk detection, and understanding real customer needs are critical

• E-commerce and retail companies receiving hundreds of daily calls and messages, needing quick insight into customer behavior trends

• Telecom providers who want to not only measure customer satisfaction but also prevent churn

• Service companies and delivery businesses where the quality of communication directly impacts repeat sales and referrals

Gain a bird’s-eye view of your contact center operations.
See the data behind your assumptions — and uncover insights you never knew existed.
Track how your actions impact metrics in real time.