Yactraq: Speech Analytics Software
Yactraq helps contact center managers identify customer sentiment and agent performance. It supports real time monitoring and predictive KPIs for managing call quality.
At a glance
- Category
- Data & Analytics
- Best for
- Contact centers with 10 or more agents, Operations managers focused on call quality, Businesses requiring multi-language speech analysis, Customer service teams needing real time agent assistance
- Pricing
- Pricing is available across three tiers: Essential, Professional (adds predictive KPIs), and Enterprise (adds real time capabilities). A free trial is available.
- Key use cases
- Call Sentiment Monitoring, Live Supervisor Intervention, Agent Performance Evaluation, Predictive Churn Analysis, Compliance Management
- Official website
- yactraq.com
Yactraq is a speech analytics platform designed for contact centers of various sizes, from small teams of 10 agents to large enterprises. The software analyzes vocal patterns, including pitch and pace, to identify emotions, stress, and tones, which helps managers find insights that structured surveys may miss.
The tool supports both cloud and on-premise deployments and works across multiple languages. It is designed to provide a mix of post-call analysis and real time assistance for agents and supervisors.
Buyers should note that the software is offered in three tiers. While basic sentiment and agent evaluation are available in the entry tier, predictive analytics and real time monitoring tools are reserved for higher tiers.
Potential users should confirm if the omnichannel capabilities align with their specific needs for analyzing chat logs and emails alongside voice calls.
Key Features
Analyzes nonverbal vocal behavior to detect emotions, moods, and stress levels in speakers.
Uses statistical algorithms and machine learning to identify the likelihood of future outcomes based on historical data.
Provides prompts during live calls to suggest responses or remind agents to read legal disclaimers.
A dashboard that highlights problematic live calls for supervisor monitoring and intervention.
Supports the analysis of phone calls, chat logs, emails, and social media data.
Redacts sensitive numeric data like credit card and social security numbers for compliance.
Provides search and filtering tools to locate specific text within call transcripts.
Use Cases
Analyzing vocal tones and patterns to identify frustrated customers or successful interactions.
Using a heat map dashboard to identify and join high-stress calls in real time.
Monitoring script deviation and using agent evaluation tools to identify training needs.
Applying predictive capabilities to identify customers likely to leave based on interaction data.
Using redaction tools to remove sensitive information from recordings to meet regulatory standards.
Best For
Pricing
Pricing is available across three tiers: Essential, Professional (adds predictive KPIs), and Enterprise (adds real time capabilities). A free trial is available.
FAQ
Yactraq supports a wide variety of languages, including English, Arabic, Hindi, Mandarin, Japanese, French, German, and Spanish.
Yactraq provides both on-premise and cloud deployment options.
Real time capabilities, including the Supervisor Heat Map Dashboard and Agent Assist Bots, are available in the Enterprise tier.
The software includes a redaction capability that removes sensitive numeric data and can selectively mute sensitive sections of audio recordings.
Source category: Data & Analytics
Source subcategory: Analytics & Reporting
