Contact Center Speech Analytics

Unparelleled Value through Speech Analytics

Omni-Channel Quality Monitoring

Speech analytics & Human Listening

Behavioral, speech and text analytics solutions have dramatically transformed quality management programs and are critical tools for taking contact center monitoring standards to the next level.

To fully leverage the value created by behavioral and speech analytics tools, Northridge uses them in tandem with our human-assisted quality monitoring programs.

This combined approach allows us to identify customer pain points, drivers of repeat calls and opportunities to resolve issues in each customer’s channel of choice, achieving improved Customer Experience and a dramatic reduction in operational costs.

Integrating the power of speech analytics with human-assisted QM programs

Analytics Powered Platform

We leverage an advanced behavioral and speech analytics platform that helps clients improve Customer Experience, sales conversion, agent performance, product intelligence, marketing effectiveness and compliance.

Interaction Targeting

We score interactions on Customer Experience and agent performance using our platform’s highly sophisticated, proprietary algorithms that enable us to zero in on interactions with extremely positive and negative ratings.

Root Cause Analysis

We utilize a research-backed insight library to diagnose the root cause of good and bad Customer Experience and agent performance.

Custom Search

We create custom insight categories to make it easy for clients to mine insights unique to their business.

Insight to Action

We have the deep data science and Customer Experience expertise required to help clients uncover, interpret and take action on the most important insights.

Change Management

We provide change management processes and practices to help clients navigate the internal complexities of enacting change based on insights.

Data Integration

Our platform makes it easy for clients to share insights with other systems such as CRMs, CX platforms and BI tools, enabling automated actions based on correlated datasets.

Quality Monitoring Solutions

Featuring experienced professionals and best-in-class advanced analytics, our Contact Center compliance monitoring services successfully convert data-based insights into desired business outcomes

experience + excellence

The NRG Assessment

Would a full assessment of your contact center Quality Monitoring program help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation?

We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it.