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Call center voice analytics: use cases, benefits, and how it works
TL;DR: Contact centers that rely on manual QA for call review typically sample only a small fraction of their total call volume, leaving the vast majority of audio unanalyzed. Voice analytics fixes this by converting raw phone calls into structured, LLM-ready data that feeds QA scorecards, CRM entries, and coaching workflows automatically. The catch is that telephony audio is uniquely hostile to standard speech APIs because narrowband codecs and packet loss break models trained on clean audio. This article explains the technical pipeline, the metrics that matter, and the infrastructure requirements that separate production-ready systems from vendor demos.
Customer sentiment analysis: methods, tools, and what voice data adds
TL;DR: Reliable sentiment analysis requires WER below 5%, speaker diarization that separates customer and agent emotion, and language models that hold performance across accents and code-switching. Text-only sentiment tools miss critical voice signals (pace, talk-over, vocal intensity) that predict churn before survey data surfaces the same risk. Automated sentiment scoring on high-accuracy transcripts shifts QA from sampling 2–5% of calls to monitoring 100% of them, the only coverage level at which churn risk and agent burnout surface early enough to act on.
Named Entity Recognition from call transcripts: improving precision
TL;DR: Standard NER models trained on clean text lose up to 27 F1 points when applied to raw ASR output. For CCaaS operations running automated QA and CRM sync, that gap translates directly into missed account numbers, corrupted customer records, and unreliable coaching scores. The fix starts at the transcription layer. Our Solaria-1 model delivers lower WER on conversational speech and 3x lower DER than alternatives, giving your NER pipeline a clean text foundation before a single field is written to the CRM.
Opening up new markets for a sales meeting and CRM enrichment platform: Spoke's success story with Gladia
Published on Feb 27, 2024
In the past, sales teams around the world were presented with a twofold challenge. In addition to showcasing their products in the best light to prospects, they needed to take detailed notes during the call and fill their CRM software manually afterward.
The whole process was challenging, time-consuming, and inefficient, taking away the valuable time of the customer-facing staff from tasks they do best and deliver the most impact in.
Luckily, that is changing with the help of AI-powered virtual meeting platforms optimized for sales teams. Spoke is among the leading French platforms contributing to the CRM automation trend in the field with the help of Gladia’s multilingual audio transcription API.
About Spoke
Founded in Paris in 2020, Spoke is on a mission "to transform any salesperson into the best salesperson ever" with the help of its versatile meetings AI assistant.
Spoke’s platform is distinguished by a highly customizable interface, allowing users to set a wide range of custom parameters and ask the GTP interface questions, both before and after the meeting, to optimize the output and derive in-depth insights respectively.
The company’s primary target is customer-facing salespeople — the ultimate end users of Spoke — with the management staff being equally incentivized to engage with the platform to review the ideas and for quality assurance purposes.
To get started, Spoke offers out-of-the-box templates, based on the most common sales frameworks like BANT, which can be customized extensively for more granular company-specific knowledge. It’s this “granular extraction” that the CEO of Spoke, Lazare Rossillon, considers the product’s most powerful point of difference today — and we couldn’t agree more.
Challenge
In order to enrich CRM, perfect accuracy is indispensable — after all, CRMs are the single source of truth for companies that have a direct impact on their future revenue. The quality of the CRM is then as good as the quality of its underlying transcription engine, with errors like wrong speech attribution or misspelled personal details risking to contribute to a drop in customer satisfaction and missed deals.
Lazare and the team needed a highly accurate and reliable transcription in French to extract data from calls and automatically fill up CRM databases like Salesforce or HubSpot.
At first, the team tried working with both the Big Tech speech-to-text solutions and specialized contenders but found them predominantly US-centric. With a predominantly French-speaking user base, the company needed much better performance and quality in English and French.
Objectives
To deploy a high-quality speech-to-text API and audio intelligence add-ons for all Spoke customers to transcribe and analyze online sales meetings and user interviews.
Specifications required:
Error-free batch transcription, powered by a model that removes virtually all hallucinations from transcripts to enable successful CRM enrichment.
Multilingual support, especially in French and other European languages;
Custom vocabulary, allowing to introduce specific company names and terminology to ensure they are transcribed accurately in every conversation.
Solution
With Gladia, Spoke was able to ensure a smooth user experience across a range of its core functionalities:
Searchable transcripts of each meeting, generated in near real-time in the form of an editable Q&A-styled report as the meeting is ongoing;
Interactive video playback, with key highlights of the meeting linked to the corresponding transcript sections;
Highly customizable dashboard, with the ability to pick a template for organizing the transcribed notes and set a custom vocabulary for them.
Impact
Setting up Gladia took the Spoke team less than a few days of work, thanks to the API’s comprehensive documentation and the helpful team in charge of customer support.
The results did not take long to wait, with Spoke users noticing a huge impact of the new transcription provider on their services.
Over 27,000 meeting hours transcribed by Spoke users, with an average of over 1,500 hours a week;
Number of errors have reduced drastically, as testified by Spoke users;
New European markets opening up thanks to Gladia’s best-in-class multilingual support.
The team at Spoke is now considering how they will leverage our API in the future. Spoke’s ultimate aspiration is to enable a two-way synch of information on their platform, with advanced AI assistance features that will serve to augment sales teams around the world with actionable, real-time insights and tips, based on client history and preferences.
Expecting that speed is going to become increasingly important for CRM enrichment moving forward, Spoke is confident that Gladia’s industry-leading latency in both asynchronous and live transcription can be counted on to deliver on this vision.
Update: Our friends at Spoke have just built a great new tool, Meeting BAAS, for meeting recordings. Don't miss it!
Having read this case study, do you feel like Gladia can be the right fit for your business too?
