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Development of AI-Powered Speech Analytics Platform for Enhanced Contact Center Insights

coherentsolutions.com

Information technology

Business Challenge: Inadequate Visibility into Contact Center Conversations

Manual analysis of call recordings only covers a small fraction of interactions, leading to compliance risks, missed coaching opportunities, and poor decision-making due to lack of actionable insights.

About the Client

Customer engagement technology provider specializing in Contact Center as a Service (CCaaS) solutions with a focus on AI-driven innovations.

Project Goals: Enhancing Contact Center Operations through AI-Driven Insights

Automate comprehensive analysis of 100% of call recordings
Provide actionable insights for agent performance improvement
Identify customer sentiment and churn drivers
Ensure compliance with quality standards
Enable data-driven decision-making for service optimization

Core System Functionalities and Key Features

Automated transcription service using DeepGram
Sentiment analysis with emotional tone detection
Topic identification and trend analysis
Agent performance metrics dashboard
Compliance adherence verification
Multi-tenant SaaS architecture with Azure integration

Technology Stack Requirements

Azure cloud platform

DeepGram for speech-to-text

LLM and non-LLM AI models

Vue.js frontend framework

.NET serverless components

System Integration Requirements

Existing CCaaS platform integration
CRM systems (e.g., Salesforce, HubSpot)
Compliance management tools
Real-time analytics dashboards

Non-Functional Requirements

High scalability for concurrent call processing
99.9% system availability SLA
Enterprise-grade data encryption
Real-time processing latency under 500ms
Multi-tenancy security isolation

Expected Business Impact

Enables 360-degree visibility into customer interactions, reduces manual QA workload by 80%, improves compliance adherence by 70%, and drives 25% higher customer satisfaction scores through data-driven operational improvements.