Every call, chat, or message from your customers holds valuable feedback about your brand, products, and service. But with so much data, it’s hard to keep up.
Our Speech & Text Analytics Software does the heavy lifting for you. It automatically analyses customer conversations across all channels, helping you spot trends, uncover pain points, and identify opportunities for improvement.
Make Every Interaction Count with
Speech & Text Analytics Software
We implement Speech and Text Analytics software that transforms unstructured conversations & data into powerful business insights.
Improve Efficiency with Speech Analytics
With speech analytics software, instantly analyse thousands of hours of recordings and turn them into actionable insights. Instead of laboriously reviewing calls and scoring interactions, instantly track keywords and phrases, detect unusual patterns, and quickly identify your top-performing agents. Save time and uncover insights you’d otherwise miss.
Your contact centre is currently missing 97% of what customers are saying. Let’s fix that.
Enhance the Customer Experience
You may think you’re listening to your customers, but in fact, you’re missing 97% of what they’re saying.
The average contact centre only listens to – and is capable of monitoring – just 3 to 4% of their contacts. With speech analytics software, you can easily monitor and evaluate the voice of the customer across up to 100% of interactions.
Boost Revenue with Smarter Insights
Speech and Text Analytics help you to quickly analyse the huge volumes of data captured in your customer interactions to drive customer experience, risk mitigation, and contact centre performance.
By acting on real-time insights, your team can resolve issues faster, enhance agent performance, and improve outcomes across the board. Better customer experiences lead to stronger loyalty, and that means more revenue for your business.
Our Speech & Text Analytics Software
If you want a better understanding of the customer journey, our analytics solutions make every conversation measurable, no matter the channel.
Backed by over 20 years of experience, we deliver best-in-class analytics powered by industry leaders Genesys and Verint. Our proven approach helps contact centres turn voice and text interactions into meaningful insights that drive smarter decisions and better outcomes.
Why Use Speech and Text Analytics Software?
IPI’s Speech and Text Analytics makes customer conversations quantifiable
Pinpoint areas for agent and organisational improvement
Enhance the customer journey and improve the overall customer experience
Improve First Time Call Resolution (FCR)
What Our Clients Say
“IPI took the time to understand clearly what we wanted to achieve from this project and they delivered. From their extensive knowledge of the market, through to the training and management of the migration, we have been impressed, with our entire organisation feeling the benefits of moving to the cloud. Agents are saving valuable time through the efficiencies inherent in Genesys Cloud, allowing them to spend longer with our customers. IT administrators are able to do their job more easily with greater visibility into the customer service platform. Overall, our team is happy, which for us is validation that we made the right decision to transition to the cloud and that IPI was the right partner to get us there.”
Mark Sayer
EMIS
“As a utility company, we know our customers sometimes need information quickly, so don’t want to be on hold with a call centre or have to search through pages of information for the answers they need. The chatbot solves this, providing quick and easy access to information and improving our customers’ experience with our brand. IPI has made this transition easy for us. Its team of dedicated consultants worked collaboratively with our team, finding creative solutions to problems and making sure that the chatbot both reflected our brand and met the needs of our customers. We are delighted with the results to date and are excited about continuing our digital transformation journey with IPI.”
Orla McGivern
Customer and Insights Senior Manager at Northern Ireland Water
“The sales process was smooth but the best part for us has been that the account team have been extremely helpful, supportive and knowledgeable as we navigate the new system. It is clear that IPI take their customers very seriously and don’t just bring in the A-team for the sale…”
Jonathan Evans
Technology Transformation Manager at Hodge Bank
“Ensuring that our back-end infrastructure is geared up to support our customer base is absolutely critical to the continued success of our company. IPI provided us with confidence that our systems would be effectively supported and would continue to deliver the service our customers expect from our brand.”
Rashpal Degun
Communications Manager at DialAFlight
“IPI has been more than a supplier to us – they are a valued partner that will continue to help us meet our goals over the years to come. IPI’s knowledge and expertise around contact centres is unrivalled in the industry, and they both understand the challenges we face daily but also the solutions and services that enable companies like ours to succeed. We look forward to working in partnership with them in the years ahead.”
Paul Kenyon
Connect Services Manager (Data & Voice)
Latest News & Blogs
News
IPI launches its first partner programme, Evolving Together, to empower UK SMEs with ElasticCX. High margins, AI-powered CX, and tiered partner support.
Blog
AI in Contact Centres is transforming customer experience but on-premise platforms are being left behind. Discover why cloud-native systems are the key to delivering intelligent, AI-driven service.
Upcoming Event
1st October, 2025
AI: The Next Evolution of Heroism is an immersive, one-day event. Through live demos, expert discussions, and real-world stories, you’ll discover how to lead AI transformation from the inside out.
