Smarsh Conversation Analytics
Capture gets the data in the door. Analytics is where it starts working for your customer.
Smarsh Conversation Analytics unifies voice and digital interactions into a single source of truth, delivering accurate transcriptions, sentiment analysis, summaries, and deep insight into every conversation — across calls, conferencing, and contact center interactions. Two capabilities make that insight easy to act on: topic mining, which automatically surfaces the themes and issues coming up most often across thousands of conversations, and contextual search, which lets teams search by intent and meaning rather than exact keywords to find the moments that matter, fast.
For your customers, that means:
- Faster investigations and coaching, powered by AI-driven context instead of manual review
- Topic mining that automatically surfaces emerging trends and risks — spotting a spike in complaints about a product, process, or compliance issue before it becomes a bigger problem, without anyone needing to know what to look for in advance
- Contextual search that understands intent, not just keywords, so teams can find the exact conversation moment that matters in seconds instead of scrubbing through hours of recordings
- Standardized analytics across platforms, so insight doesn’t depend on which tool a conversation happened on
- Customer experience and compliance intelligence drawn from the same underlying data set
For partners, this is a natural extension of the capture conversation:
- Customers already capturing voice communications are prime candidates for voice analytics — the data is already there
- Topic mining and contextual search are easy, concrete capabilities to demo: show a customer their own top themes, or search a real conversation live and watch the right moment surface in seconds
- It opens the door to new buyers beyond compliance, including customer experience, quality assurance, and operations teams
- It’s a differentiated, AI-powered capability few point solutions can match
Position Conversation Analytics as the natural next step after capture: “You’re already capturing voice. Are you learning from it — and could you find the moment that mattered in seconds if you needed to?”
