About
Yactraq is a feature-rich speech analytics solution built specifically for contact centers. It leverages advanced AI, machine learning, and natural language processing to analyze customer-agent interactions at scale — transcribing calls, detecting emotional cues, and surfacing actionable business intelligence. The platform offers multi-tiered capabilities across three plan levels. The Essential tier includes sentiment analysis (both word-based and tonality-based), agent evaluation, omnichannel analysis, script deviation detection, and quality automation. The Professional tier adds predictive analytics for KPIs, customer experience forecasting, agent assessment, churn prediction, and call disposition classification. The Enterprise tier extends this with real-time speech analytics, a Supervisor Heat Map Dashboard for live call monitoring, and AI-powered Agent Assist Bots that recommend next best actions during live interactions. Key use cases include monitoring 100% of agent-customer interactions for compliance and quality assurance, identifying cross-sell and upsell opportunities, reducing customer churn, and dramatically improving agent productivity. Yactraq's pricing model is designed to make the technology accessible to contact centers of all sizes — starting from as few as 10 agents — removing the traditional cost barrier of enterprise speech analytics. Its full-text search capability allows managers to locate specific words or phrases across call transcripts instantly, turning raw conversation data into structured, usable insight.
Key Features
- Advanced Emotion & Tone Detection: Analyzes vocal behavior to identify emotions, moods, and stress levels in real time, going beyond keyword matching to capture nonverbal speech cues.
- Predictive Analytics: Uses machine learning and historical data to forecast customer churn, agent performance, call disposition, and customer experience outcomes.
- Real-Time Agent Assist: Provides live guidance to agents during calls — suggesting responses, flagging compliance reminders, prompting next steps, and alerting supervisors when intervention is needed.
- Full-Text Search & Transcript Analysis: Advanced search and filtering tools let managers locate specific words, phrases, or topics across all call transcripts instantly.
- Supervisor Heat Map Dashboard: A live dashboard that highlights problem calls in real time, enabling supervisors to monitor and intervene in high-risk interactions proactively.
Use Cases
- Contact center quality assurance teams automating the monitoring and scoring of 100% of agent-customer calls instead of manual sampling.
- Customer experience managers using predictive churn analytics to identify at-risk customers during or after service interactions.
- Compliance officers detecting script deviations and ensuring agents read required legal disclaimers on every call.
- Sales-focused contact centers identifying cross-sell and upsell opportunities surfaced through keyword and sentiment analysis across call transcripts.
- Supervisors using real-time dashboards and agent assist bots to coach agents live during calls and intervene in escalating situations before they worsen.
Pros
- Accessible Pricing for All Sizes: Designed to be affordable and scalable from as few as 10 agents, making enterprise-grade speech analytics available to small and mid-size contact centers.
- Comprehensive Coverage: Analyzes 100% of calls automatically, eliminating the sampling limitations of manual quality assurance programs.
- Real-Time Capabilities: Enterprise tier supports live monitoring and in-call agent assistance, enabling immediate intervention rather than post-call analysis only.
Cons
- Pricing Not Publicly Transparent: Detailed pricing information requires contacting the sales team, which may slow down evaluation for smaller teams.
- Advanced Features Locked to Higher Tiers: Predictive analytics and real-time capabilities are only available on Professional and Enterprise plans, limiting the Essential tier's analytical depth.
Frequently Asked Questions
What types of contact centers can use Yactraq?
Yactraq is designed for contact centers of all sizes, starting from as few as 10 agents. It offers tiered plans (Essential, Professional, Enterprise) to suit different operational scales and budgets.
Does Yactraq support real-time speech analytics?
Yes. The Enterprise plan includes real-time speech analytics with a Supervisor Heat Map Dashboard and Agent Assist Bots that provide live guidance during calls.
What is the difference between the Essential and Professional plans?
The Essential plan covers sentiment analysis, agent evaluation, omnichannel analysis, and quality automation. The Professional plan adds predictive capabilities including customer experience forecasting, predictive churn, agent assessment, and call disposition classification.
Can Yactraq detect emotions beyond simple positive/negative sentiment?
Yes. Yactraq's Advanced Emotion Analysis goes beyond word-based sentiment to analyze vocal behavior for a range of affects including emotions, moods, and stress levels based on the nonverbal aspects of speech.
Is there a free trial available?
Yes. Yactraq offers a free trial — prospective customers can contact the team to experience the Omnitraq platform before committing to a plan.
