How conversational analysis is changing Quality Monitoring, how AI decodes the voice of the customer, and how to turn all of it into memorable experiences.
With 30 calls listened to a month, an 80% compliance rate in fact lies anywhere between 63% and 91%, and a ten-point drop cannot be told apart from chance. The calculation vendors do not show, the gap from which an action plan is justified, what analysing every call really changes, what it does not solve, and its cost per evaluated conversation.
Moving from sample-based listening to analysing every call changes the method, not just the tool. Deciding what you measure, rewriting the scorecard, calibrating the analysis against your evaluators, prioritising alerts, budgeting by the minute and redeploying the quality team: the six steps, with the calibration protocol and the mistakes to avoid.
A procedural scorecard checks that the advisor introduced themselves, rephrased and closed the call. A relational approach looks at what the call produced for the customer: a problem solved, a commitment kept, a reason to trust. What research says, our stance inspired by the Agile Manifesto, how to measure the relationship without measuring emotion, and a test to place your own set-up.
For insurers, brokers and agents selling insurance in France, particularly by telephone. Since recommendation 2024-R-03, the duty to advise must be proven in writing for all insurance products, and in May 2026 the ACPR ruled that an oral exchange is not enough. Yet it is listening to the calls that brings advice forms down. The four documents of a defensible file, the consistency test between the written record and the call, and what an analysis tool does, or does not do, for you.
A weak signal is a rare, recurring and growing fact, not a dissatisfied customer. Four forms can be spotted reliably in calls: a phrase that keeps coming back, the same reason for a repeat call, a reworded request, a break in the expected flow. The four-step method to detect them across every call, the false signals to rule out, and why an emotion score is not one.
Gong, Fireflies.ai, CallMiner, Observe.AI, Genesys Cloud, Verint, Raisetalk: under the "conversational analysis" label, four families of tools that do not listen to the same thing. Twelve software tools reviewed with the criteria of a French-speaking contact centre: public pricing, documented French support, data hosting, auditability of scores. No rating and no podium, with sources, and with the cases where Raisetalk is not the right choice.
A satisfaction survey measures a stated opinion, from the 5 to 30% of customers who respond. A call measures expressed signals and observed behaviours, across every customer who called, bias included: only those who call are heard. Three mechanics for building voice of the customer from calls, and what this approach does not replace.
Every contact center has numbers, almost none has the document that tells its leadership where to act first. What a management report should contain, in seven elements, why it almost never exists, and how Raisetalk produces it in under a minute across every evaluated conversation: the trajectory of each team, the voice of the customer, and a mechanics page that traces what precedes a complaint as well as what closes a sale. What is failing, and also what is working and worth building on. As a PDF in your company's colors, available in beta.
Sending a report on a schedule used to be a weekly chore, and everyone received the same document. A Schedule button now appears on the report, the Discovery answer, the My alerts page and the connections journal. It captures the view and its filters, then recomputes the document for each recipient according to their own visibility scope: one schedule is enough to equip a whole team.
A team that clears half its calls in thirty seconds and spends twenty minutes on the other half shows the same average duration as a perfectly steady team. A new report shows the full distribution, team by team, in six bands computed from your own conversations. Each block carries its share and its volume, and opens the matching conversations in one click.
An alert about a churn risk must interrupt whoever receives it. A monitoring alert only needs to be seen. The delivery mode is now chosen rule by rule: by email as before, or straight into Raisetalk with no email at all. Every alert that fires is kept and available on a dedicated page, with an unread badge in the menu. Next up: a single email gathering the alerts of the period.
A quality scorecard is tuned, not written in one sitting: until a criterion has run on real conversations, nobody truly knows what it measures. Re-evaluation lets you replay a framework under construction on conversations that are already scored, read what each criterion actually detects, and fix it before rolling it out. The same mechanism prepares a full overhaul: re-score a sample with the new scorecard, measure the gap with the old one, and know your new baseline before you have switched anything.
No open vulnerability, thirteen compliance frameworks in the green, and audit reports available on request from the footer. This article describes the machinery behind those claims: six surfaces analysed continuously, an application firewall in blocking mode, and a process in which no alert is ever closed by a machine. It then compares this approach with ISO 27001 certification and penetration testing, which complement it, but which come afterwards.
The 5th edition of Genesys' "State of Customer Experience" surveys 5,811 consumers and 1,560 CX leaders. It reveals a French paradox: 43 % of French CX leaders put loyalty and empathy at the top of their priorities, a world record, while France ranks last in Europe on automatic context handover to the agent (34 %) and reports 6 % significant reduction in customer effort, against 24 % worldwide. The strongest ambition, the weakest execution: an instrumentation gap, not a conviction gap.
Since 11 August 2026, calling a consumer in France without prior consent is prohibited and Bloctel is gone. Law no. 2025-594 and Decree no. 2026-662 impose four mandatory disclosures at collection, consent valid for twelve months with no tacit renewal, proof kept for three years, and expressly allow oral withdrawal during the call. The real change is the burden of proof: it now rests on the caller, and it sits inside their own recordings. The French text also reaches calls placed from abroad to French numbers.
Involving every member of staff in quality means giving each person their fair scope of responsibility. Raisetalk separates what a user can do (their permissions) from what they can see (their place in the org chart). Three default roles are enough for most companies; a Roles screen lets you build custom ones. Under the hood, two established models combined: RBAC for permissions, ABAC for visibility.
The EY / SP2C Barometer 2026 records a rupture: the French outsourced customer relations market is declining (-1.4 %) and shifting "from volume to value", driven by AI. But AI still accounts for only 8.7 % of value, and 0.9 % in hybrid mode. The missing link between the slogan and the proof is the measurement of every interaction: conversational analysis.
Raisetalk rolls out three new AssemblyAI models: Universal 2, Universal 3 Pro and Universal 3.5 Pro. A new transcription generation, native GDPR pseudonymization, EU & US regions and context biasing for your business vocabulary. Find out which one to choose.
Raisetalk now captures calls directly from your telephony infrastructure via the SIPREC standard (RFC 7865/7866), on top of the cloud connectors (Aircall, Ringover, or any other platform with an API), the Kiamo connector through our partner SYD, and sFTP. An open standard compatible with most SBCs on the market, capture of 100% of calls at the source for compliance, and a single chain from call to proof.
An evaluation is only worth what you do with it. The debrief turns a score into a coaching moment: a traced exchange between the manager and the advisor around an evaluation, where each one expresses themselves and the manager can adjust criteria during the session. Because the AI evaluates 100% of conversations, managers finally coach on real, complete data. Closing a debrief locks the evaluation: the decision is shared, owned and traced. With modification and contestation, the debrief completes the human conversation around the AI analysis.
In most quality monitoring setups, the evaluated person never had a say. Contesting a criterion gives the advisor a structured right of reply: they propose the value they believe is fair on a criterion of their own evaluation, justify it, and a manager arbitrates (validate or reject). The AI analysis stays the common base, the advisor's request and the manager's decision are added to it, traced. Not to be confused with deactivating a whole evaluation. The right of reply, a sign of mature, shared quality monitoring.
An AI-produced evaluation is not an automatic verdict: it is an objective, exhaustive base on which a human decision rests. Modifying an evaluation lets a manager adjust the score of any criterion by bringing their perspective: the context, the knowledge of the team, the specific situation. The AI analysis stays visible, the human perception is added next to it, every decision is traced, and the final score feeds the dialogue with the advisor. The human at the heart of AI quality monitoring.
Raisetalk lets you deactivate an evaluation: an administrator or a supervisor can set an evaluation aside from quality monitoring when it should not count (poor recording quality, customer GDPR request, out-of-scope conversation, wrong attribution). A deactivated evaluation disappears from the list, reporting, exports and searches, but nothing is deleted: the action is reversible, validated by an administrator and fully traced.
Raisetalk now ships with its own built-in support module: every user creates and tracks their requests from the application, without email or third-party tool, with discussion thread, statuses and notifications. Partners become the first-level support of their clients, with priorities, internal notes and total isolation. Because a quality monitoring tool that analyses the voice of the customer owes it to itself to listen to the voice of its users.
Two new features close the last mile of conversational analysis: an AI summary at the top of every aggregated report, which condenses, interprets and suggests next steps based on your filters and the model of your choice, and PDF export of those reports, polished and on-brand, ready to share with those who never log into the tool. From data to a shared decision.
SYD Digital Care, a French pure player in customer interaction management and exclusive Kiamo integrator, becomes a distributor and integrator of Raisetalk, the French conversational analysis solution.
The Ringover x Raisetalk API connector is now live: the second direct connector in our catalog, after Aircall. A single API key (EU and US regions supported) and your Ringover calls are automatically transcribed, scored and analyzed. Automated Quality Monitoring, interaction analysis, Voice of the Customer and conversational search apply immediately. Integration free for any contract signed before September 30, 2026.
The asynchronous CSV export of analyzed conversations is now available directly from Raisetalk. Your analyses connect to your CRM, your data warehouse, your BI (Power BI, Tableau, Looker), your reporting pipelines or your internal models. Conversational data that flows, intersects and enriches with the rest of your ecosystem.
The Raisetalk API documentation is now published in OpenAPI format, generated automatically from the source code and updated on every deployment. In a single command, you can generate a working client SDK in more than 50 languages (PHP, Python, TypeScript, Java, Go, etc.).
Raisetalk's first direct API connector is now live. Plug in your Aircall account in minutes: transcription, automated Quality Monitoring, interaction analysis, Voice of the Customer and conversational search immediately apply to 100% of your calls. Integration free for any contract signed before June 30, 2026.
Your customer conversations contain thousands of signals buried in hours of recordings. What if you could ask a question in natural language — 'which calls mention a billing issue this month?' — and get a synthesized, sourced answer in seconds? Raisetalk transforms your transcriptions into a searchable knowledge base.
The speech analytics market has reached $4.1 billion and solutions are multiplying. STT accuracy, customization, AI independence, usability, data sovereignty: discover the 12 key criteria for evaluating and comparing conversational analysis platforms.
The KPMG CEE 2025-2026 barometer evaluated 240 brands on 6 pillars of customer experience. The findings are clear: Integrity, Empathy, and Personalization — the most impactful pillars — are played out in conversations. Discover what this means for your contact center and how conversational analysis makes these pillars measurable.
Random listening to 2-5% of calls is no longer enough to effectively coach your agents. Discover how AI-powered conversational analysis identifies individual improvement areas, objectifies evaluation, and reduces ramp-up time — with ROI simulations for 4 company profiles.
Discover 5 concrete use cases for customer conversation analysis: churn detection, cross-sell, compliance, agent coaching, and customer satisfaction improvement.
Complete guide to quality monitoring in call centers: essential KPIs, evaluation grids, transition to AI automation, and step-by-step deployment.
Weak signals, churn risks, commercial opportunities: 99% of customer calls are never analyzed in depth. Discover why human listening is no longer enough and how automated conversational analysis is changing the game.
Internal teams, BPO providers, callbots and chatbots: 3 entities, 3 quality levels, and no common framework to compare them. Discover how automated Quality Monitoring creates a unified benchmark that reveals performance gaps — with ROI simulations per entity type.
Insurance (IDD), banking (MiFID II), mutual insurance, leasing: each sector has specific verbal compliance obligations, but only 2 to 5% of calls are actually audited. Discover how AI-powered conversational analysis transforms compliance monitoring into a competitive advantage — with ROI simulations by sector.
Being alerted in real time to churn risk allows you to act before it's too late on retention, while traditional tools like NPS and surveys only capture churn symptoms, not its causes — and far too late.
Raisetalk deploys Voxtral Transcribe 2 by Mistral AI: native diarization, 4% WER and French sovereignty. Discover how this new STT model reshapes the comparison.
Discover the requirements of ISO 18295-1 standard for customer contact centers, quality evaluation criteria, and how AI conversational analysis facilitates certification.
Discover how AI transforms Quality Monitoring: analysis of 100% of conversations, personalized agent training, automatic regulatory compliance, and continuous improvement of customer satisfaction.
Technical KPIs measure efficiency, not satisfaction. Surveys have low response rates. Discover how AI conversational analysis reveals your customers' true voice across 100% of interactions.
Quality Monitoring, Sales Compliance, Voice of Customer: the choice of transcription model determines the reliability of your analyses. Comparison of the 8 STT models available on Raisetalk, with our recommendations by use case.
Your conversational analysis platform reveals crucial information about your customers. The data is there, in your reports... But when you consult them, it's often too late.
Raisetalk enriches its offering with Mistral AI, the French generative AI champion. A new step in our independence strategy from LLM providers.
Conversational analysis platforms allow you to automatically evaluate hundreds of criteria on each interaction. But some elements remain impossible to detect automatically, because they simply are not in the conversation.
Conversational analysis is much more than just transcription, and choosing software raises strategic questions.
Far beyond simple multilingual transcription, these solutions integrate advanced features such as tracking the signals customers express, observing advisor behaviour, and extracting strategic insights from every interaction.
Because understanding a call should never come at the expense of confidentiality.
Phone conversations are full of valuable insights... but 90% are never analyzed.
In a context where every interaction counts, companies are looking to optimize their quality assessment methods to guarantee customer satisfaction
Your conversations are a goldmine, and Raisetalk allows you to extract them reliably and in detail.
