daisee is speech analytics software for contact centres that transcribes calls and scores their quality automatically. It is aimed at quality assurance (QA) teams who want to review every call rather than a small sample. Most centres check only a handful of calls per agent each month and extrapolate from them.
The platform transcribes calls, evaluates agent performance against defined quality standards, and keeps agent management in the same place. The vendor publishes accuracy figures for transcription and quality scoring, measured against a human control group. This is a vendor claim, so ask to see the current figures and the method, and test it on your own call recordings. Check the vendor’s official website for the product’s current name and availability.
daisee describes its approach as “hear between the lines”: understanding what happens in an interaction rather than only counting calls. Two things need settling before deployment. Call recording and analysis carry consent obligations that vary by jurisdiction, so check the rules where your agents and customers are located. Automated scores should also feed performance management as one input, not replace a manager’s judgement. Pricing is not public and engagement starts with a demo.
Frequently asked questions
What does daisee do?
daisee transcribes contact centre calls and scores them against quality standards. It also supports agent performance evaluation and management in one platform.
How accurate is daisee?
The vendor states 90%+ accuracy for transcription and quality scoring, verified against a human control group. This is the vendor’s own figure, so test it on your own calls during a demo.
How much does daisee cost?
daisee does not publish pricing, and sales start with a demo. Ask the vendor for a quote based on your call volume and agent count.
Does daisee replace manual QA?
It covers every call, which sampling cannot, but automated scores work best as input to human review. Managers should still make performance decisions.
Do I need consent to analyse recorded calls?
Often yes, and the rules differ by country and region. Check local recording and privacy law, and get legal advice before deployment.
