Comparison
Speech analytics hears the phone line. Lansy AI hears the counter.
Speech analytics grew up in the contact center: one line, two parties, a known number. It is good at that. Most of a retail business happens where there is no line at all, and that is where Lansy AI starts.
Counter, floor, and phone
One standard across all three
Coverage
What never reaches the phone system
A speech analytics platform sees every call that goes through the telephony. It sees none of the conversations at the till, the reception desk, the pharmacy counter, or the showroom floor. For a chain of stores or clinics, that is most of the day.
One day at a busy counter: hundreds of conversations
0
counter conversations visible to speech analytics
100%
of conversations reviewed by Lansy AI: counter, floor, and phone
≈1 min
from conversation to employee feedback
Side by side
Three differences that matter for a chain
Speech analytics
Lansy AI
Source of the conversation
Speech analytics
Calls that pass through the phone system
Lansy AI
Calls, plus the counter and the floor through a hub or a wearable microphone
One standard across channels
Speech analytics
A standard for calls; the counter and the floor are outside the platform
Lansy AI
The same company standard applied to the counter, the floor, and the phone, so the numbers are comparable
Who reads the review
Speech analytics
The manager or the QA team; many platforms also send the agent coaching
Lansy AI
The employee and the manager, the same review, in the app or the web portal, about a minute after the conversation
Speech analytics is described as a category, not a specific vendor; check the features of the platform you are considering.
What each sees
A view of the whole call floor, or one conversation explained
Speech analytics shows
- How calls score against the company’s checklist, and which topics and objections come up most.
- Where compliance phrases were missed and where a call turned into a complaint.
- Agent rankings and trends over the period; in many platforms, coaching sent to the agent after the call.
Lansy AI shows
- At which stage the conversation went off course, and what the employee said when the customer doubted the price.
- Which phrases work for the strongest colleagues, and what to say next time instead of the one that did not.
- The same review for the counter and the floor as for the phone, so the standard is one standard.
The real difference
Most of a Gulf retail business never touches the phone system
A contact center is one room. The chain has fifty counters, twenty reception desks, and a hundred people on the floor who talk to customers all day. None of that audio exists in a speech analytics platform, because none of it goes through a line.
Lansy AI records the counter and the floor from a hub or a wearable microphone, connects to your call recordings where you already have them, and applies one standard across all of it. For teams that need a prompt during the call, Lansy Live works alongside the review.
What to ask a vendor
Four questions that separate the platforms
Does it score against our own standard, stage by stage, or against keywords and a script? Does the employee see the review, with the exact quote, or only the manager? Can the same standard be applied to conversations that never go through the phone system? Where is the data stored, and under which law?
Lansy AI’s answers: your standard, stage by stage, in whatever words the employee used; the employee and the manager read the same review; one standard across the counter, the floor, and the phone; data stored in the UAE and processed in line with the UAE Data Protection Law (Decree-Law No. 45 of 2021), Saudi data stored in Saudi Arabia, with on-premise available for enterprise clients.
When speech analytics is the better fit
A large contact center with a script to enforce
If your conversations are calls, your team is in one room, and the job is compliance at scale, a dedicated contact center platform does that well, and the two can run side by side: the contact center stays on its platform while Lansy AI reviews the counter and the floor. Where the two overlap, Lansy AI is the choice when the employee has to read the review, the standard has to be the company’s own, and the data has to stay in the Gulf.
FAQ
Questions buyers ask
Yes, but it starts where speech analytics stops: at the counter. It reviews each conversation against the company’s standard, shows the employee the review with the quote it rests on, and gives the manager the same review plus trends across the team, for calls and for the floor alike.
See a review of the conversations that never reach the phone system
A pilot runs on your conversations and your service standard, not on a demo dataset. Book a demo, and we will show a real shift at a counter next to a real call, reviewed on the same standard.