Speech Analytics
Saga Insurance Ltd - March 2024

I led the replacement of the company’s legacy speech analytics tool with a modern, more powerful solution. The objective was to improve insights into customer conversations, enhance compliance monitoring, and provide actionable data to drive service improvements across the contact centre.

Implementation of a new speech analytics platform.

Integration with existing telephony and CRM systems.

Migration of historical recordings and metadata where required.

Configuration of keyword spotting, sentiment analysis, and reporting dashboards.

Training for analysts, compliance teams, and operational managers.

Migrating from a legacy platform with limited documentation.

Resolved by engaging vendor support early, conducting detailed discovery sessions, and running phased testing to validate accuracy.

Ensuring seamless integration with telephony and CRM systems.

Addressed through close collaboration with IT and suppliers, with joint test cycles to minimise disruption.

Driving adoption among managers and analysts used to the old system.

Overcame with tailored training, hands-on workshops, and “champion users” embedded within teams to provide peer support.

Maintaining compliance monitoring throughout the transition.

Managed by running both systems in parallel during the transition period to ensure no monitoring gaps.

Delivered a successful migration to a modern speech analytics platform without disruption to ongoing monitoring.

Improved compliance monitoring by enabling more accurate detection of key phrases and behaviours.

Provided richer, more actionable insights to improve customer experience and operational performance.

Increased efficiency for QA teams through automated reporting and dashboards, reducing manual analysis time.

Positioned the business for long-term success with a scalable analytics platform capable of supporting future growth.