Daisee

Daisee is speech analytics software for contact centres. It uses artificial intelligence, natural language processing and sentiment analysis to review every customer call rather than a small sample. Managers use it to see why customers call, how agents perform and where compliance slips.

What Daisee offers

• Call transcription — automatic transcription of voice interactions, which Daisee says reaches more than 90% accuracy.
• Quality scoring — automated evaluation of each call against quality assurance standards.
• Compliance checks — flagging interactions where required steps were missed.
• Sentiment and reason analysis — detecting caller emotion and the underlying reasons for contact.
• Agent management — one place to review team performance and coach agents.
• Workflow tools — a wider customer relationship suite covering analytics through to workflow management.

Who it works with

Contact centres of varying size; the software is sized by the number of full-time agent seats. Daisee cites MYOB, which it says raised sales conversion and customer satisfaction by 22% using its insights.

Key facts

• Product type: AI speech analytics for contact centres
• Named customer: MYOB