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Managed Speech Analytics for Regulated Contact Centers

Zenylitics analysts run your speech analytics program and deliver findings your leaders can act on.

What is managed speech analytics?

Managed speech analytics is a service in which an outside team runs your speech analytics program from setup to reporting. The provider configures the platform, scores every call, tunes the categories and scorecards, and has analysts review the results before delivering findings to your leaders. Your team spends its time on decisions.

Managed speech analytics, also called outsourced speech analytics or speech analytics as a service, places the daily work of a speech analytics program with a specialist provider. The software transcribes and scores calls. The provider's analysts decide what to measure, build the categories and scorecards, review the output, and report what it means.

Manual QA teams typically review between 1% and 5% of interactions, according to Gladia. Software can score every call, but someone must configure it, keep its categories accurate, and turn scores into a finding a leader can use. Many teams lack the staff for that work.

A managed service fills that role on top of the platform you own, such as CallMiner, Gong, Verint or Dialpad. The model is also called insights as a service, because the deliverable is the finding and the platform is the tool that produces it. Guided Insights from Zenylitics follows this model. Each finding states what changed, why it changed, why it matters, what to do about it and how to measure the result.

What does managed speech analytics cost?

Four factors drive the cost of a managed program.

Call Volume

Call volume sets the processing load, and it grows with agent count, call length and the share of calls analyzed. A statistically sound call sampling plan lowers volume for many uses, although compliance monitoring generally calls for every call.

Platform Licensing

Platform licensing comes second. Vendors bill by seat, hour or minute, so confirm the billing unit in each quote.

Analyst Hours

Analyst hours come third. Scorecard design, category tuning, quality review and executive reporting all take skilled time, and the total rises with the number of business questions the program answers.

Setup

Setup comes fourth. It covers integration with your recording or telephony system, a baseline, and the first scorecards and categories.

Ask every provider for a quote that itemizes all four. Zenylitics scopes each program against them.

Managed vs DIY speech analytics

Factor DIY Managed
Setup Your team configures the platform, scorecards and categories The provider builds and tests them against your business questions
Staff needed Analysts, a platform administrator and a reporting owner A small internal contact who acts on the findings
QA coverage Limited by analyst capacity AI processes every interaction and analysts review the output
Time to first insight After hiring, training and configuration finish About 30 days for a straightforward program, longer for complex ones
Ongoing tuning Your team revises categories and scorecards as language and products change Provider analysts recalibrate on a continuing cycle
Reporting to leaders Your team writes it Delivered as findings that answer what changed, why, what to do and how to measure it
Compliance coverage Depends on how many calls your team can score and review Every interaction is analyzed, so compliance monitoring covers the full call population
Who owns results Your team owns the program and every finding Your team owns the decisions and the provider runs the program

How Zenylitics runs it

1

Assessment Design

Analysts review your existing contact center data, set a baseline, and define the KPIs the program will track. You agree on the business questions before any scoring begins.

2

Build and Test

The team builds the scorecards and category taxonomy around your business questions and tests them in your environment. Nothing reaches a leader until it works on your own calls.

3

Analysis

AI processes your interaction volume and analysts review every output. Reviewers apply industry knowledge to separate patterns that matter from noise.

4

Guided Insights

Decision-makers receive findings on a continuing basis, and each cycle feeds back into calibration. Your team can start work on the response.

Recognized by CallMiner

Partner of the Year

CallMiner named Zenylitics its Business Impact Partner of the Year in 2024 and again in 2025. Zenylitics was founded in 2017 and works with CallMiner, Gong, Verint and Dialpad.

Dort Financial Credit Union, a Zenylitics client, projects $32,718 in annualized labor savings under its existing sampled QA policy, with less manual QA time and a more consistent monitoring process. The Dort case study has the details.

FAQ

Frequently asked questions

What is outsourced speech analytics?

Outsourced speech analytics hands the operation of a speech analytics program to an outside provider. The provider configures the platform, builds scorecards, tunes categories, reviews results and reports findings. Your organization keeps the decisions and the business questions, and the provider handles the technical and analytical work.

Is managed speech analytics the same as insights as a service?

The two terms describe one approach with a different emphasis. Managed speech analytics names the operating work, such as configuration, tuning and review. Insights as a service names the deliverable, which is a finished finding. Zenylitics Guided Insights as a Service covers both.

How long does it take to see first findings?

A straightforward program reaches first findings in about 30 days. A more complex program takes longer, and the timeline depends on call volume, the number of business questions and the state of your recordings. Zenylitics confirms the expected timeline during Assessment Design.

Does managed speech analytics replace my QA team?

It reduces manual scoring work. Software scores the calls and analysts review the output, so QA staff can spend their time on coaching and follow-up. Dort Financial reported less manual QA time and a more consistent monitoring process.

Who uses speech analytics as a service?

Senior leaders at banks, credit unions, healthcare organizations and other regulated firms use it to answer questions about revenue, compliance and customer experience. It suits teams that own call recordings and a platform but lack the analysts to run the program.

Get Started

Ready to see what your calls contain?

Tell us your call volume and the question you need answered, and we will scope your first findings.

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