daisee Review: AI Voice Analytics Software
daisee helps contact centre managers and support teams automate the quality assurance process. It is designed for teams that need to monitor customer interactions for compliance and performance.
At a glance
- Category
- Customer Support
- Best for
- Contact Centres, Customer Support Teams, Quality Assurance Managers, Team Leaders
- Pricing
- Pricing is based on the number of full-time equivalent (FTE) seats. A demo option is available.
- Key use cases
- Automated Quality Assurance, Agent Coaching and Feedback, Customer Intent Analysis, High-Risk Call Identification
- Integrations
- Genesys Cloud Platform, Microsoft Azure Marketplace
- Official website
- www.daisee.com
daisee is an AI-driven voice analytics platform designed to support the transcription and evaluation of customer calls. By using natural language processing and sentiment analysis, the tool helps businesses identify customer intent and monitor agent performance.
The software is designed for contact centres and customer support teams that need to maintain quality and compliance standards. It provides tools for team leaders to track performance and for agents to review their own activity through a dedicated Agent View.
Beyond voice, the platform supports chat interactions, allowing for an omnichannel approach to quality assurance. This may help managers identify trends across different communication channels from a single dashboard.
Buyers should confirm if the per-FTE pricing model aligns with their budget and verify how the automated scorecards map to their specific regulatory or internal compliance requirements.
Key Features
A digital scorecard that automatically evaluates calls based on set criteria, including verbatim and non-verbatim script adherence.
Uses unsupervised machine learning to identify the underlying reasons and drivers why customers are contacting the business.
Analyzes word sequences, tonality, and sentiment to provide predictions on customer complaints and churn.
A tool that allows businesses to create and adjust scorecards to reflect specific business drivers and industry metrics.
Allows users to create custom reports and ask specific data questions without needing advanced analytics skills.
Extends quality assurance to chat conversations, providing transcripts and performance metrics for omnichannel interactions.
Use Cases
Transcribing and evaluating customer calls to replace manual sampling and identify compliance gaps.
Using performance dashboards to identify skill gaps and provide data-driven feedback to support agents.
Identifying trends and root causes of customer calls to help inform operational decisions.
Flagging low-scoring or high-risk interactions for review by operational personnel.
Best For
Integrations
Pricing
Pricing is based on the number of full-time equivalent (FTE) seats. A demo option is available.
FAQ
It uses AI and natural language processing to transcribe, evaluate, and score customer voice and chat interactions for quality assurance.
The software is priced based on the number of full-time equivalent (FTE) seats in the contact centre.
Yes, daisee includes Chat Insights, which allows businesses to assess the quality of chat conversations alongside voice interactions.
Yes, the platform holds SOC 2 Type II and GDPR compliance certifications and has been audited for HIPAA compliance.
Source category: Customer Support
Source subcategory: Analytics & Reporting
