Advanced
Speech Analytics

Apex Insights is our Advanced Speech Analytics Platform.
It’s a proprietary development based on Google Cloud technology, enabling us to swiftly combine and analyze audio, text, structured, and unstructured data from user interactions.

This solution merges AI technology with our extensive customer management experience, providing faster and deeper insights into your customers’ behaviors and needs.

Key Applications

Implementing Advanced Speech Analytics can help you identify and address various pain points in managing customer experience.

Quality

Comprehensive, thorough, and deep quality assessment and monitoring automation.

Processes

Identification of process optimization opportunities, Customer Journey, and individual performance.

Compliance

Sales verification and compliance, ensuring a more efficient process and successful sales closure.

Operations

Ensuring operational deployment of actions at process and agent levels.

How can Speech
Analytics help you?
Here are some
examples.

Calls

  • Why do customers call?
  • What do customers need?
  • What requests do customers make (and we don’t fulfill)?
  • What opportunities come from other channels?

Experience

  • What experience do we provide?

  • What sentiment do we generate?

  • What drives poor experience?

  • How do we manage poor experience?

  • Do we succeed in resolving issues on first contact?

Promotions

  • What impact did the campaign or promotion have?

  • What impact did the new launch have?

  • What impact does our communication strategy have?

Revenue

  • What products are we offering?
  • How do we highlight benefits?
  • Do we offer additional or alternative products?
  • Do we communicate the offer effectively?
  • How do we handle objections?

How the platform works

Interactions

Acquisition of interactions to analyze (with metadata)

Transcription

Transcription and processing using Artificial Intelligence

Categorization

Supervised categorization and classification of conversations

Patterns

Application of automated patterns and rules for analysis

Insights

Generation of performance improvement actions and operational insights

Key Features

100% Cloud

Google Technology

Ease of use

Unlimited patterns

SaaS Model

Accessible Transcriptions

Near Real Time

Sucess
stories

Business Case / Premium Services for VIP Clients in Latam

Our Client approached Apex looking for a strategic partner to implement a new business line specialized in serving VIP clients. This segment included influencers, media personalities, and key professionals in [...]

Business Case / Expert Team and Effective Fraud Prevention Solutions

With the company's rapid growth, it became essential to develop a strong fraud prevention unit that could adapt to emerging complexities. [...]

Business Case / Supporting the Disruptive Success of a Fintech

The challenge was ambitious: build an omnichannel experience for the customers of an emerging fintech from scratch, positioning itself as a benchmark in the financial ecosystem. [...]

Business Case / Digital Experiences for a Constantly Evolving Market

Our client’s initial challenge was to develop a 100% digital service that not only met user expectations but could also scale alongside projected growth. Establishing an efficient operation aligned with [...]

Become one of
our customers

We support you in the co-creation of the successful transformation of your Customer Experience