Smarsh UI and AI-Powered Conversation Analytics

A new era for Smarsh users 

At Smarsh, we believe innovation is not just about keeping up – it’s about leading the way. As the leader in cloud-based compliant call recording and conversation analytics, we continuously evolve to meet the needs of our customers and partners. Through deep industry collaboration and ongoing R&D investment, we’re excited to introduce two groundbreaking advancements: 

• A new, scalable user interface (UI) – Built for intuitive navigation and seamless access to critical conversation insights. 

• Enhanced conversation analytics – A next-generation analytics engine that replaces our legacy offerings, delivering advanced intelligence, self-service customization, and actionable insights. 

These enhancements mark a significant leap forward in usability, scalability, and intelligence, empowering organizations to extract greater value from their recorded interactions across all communication platforms. 

The new Smarsh interface: User-friendly, scalable, and built for the future 

As organizations continue to scale their communication data, we designed our new Smarsh interface to make it easier than ever to access, analyze, and act on conversation intelligence. 

What’s new? 

• Modern, scalable design: The new UI supports rapid feature expansion, ensuring that as Smarsh evolves, our customers and partners benefit from the latest innovations without disruption. 

• Ease of use: Our reimagined interface eliminates complexity, allowing users to quickly navigate, filter, and retrieve critical conversation insights. 

• Faster access to data: With a streamlined workflow, users can now locate, review, and analyze calls in fewer steps, improving efficiency across compliance, quality assurance, and business intelligence functions. 

• Personalization and self-service: Every organization is unique, which is why our new interface allows for customizable dashboards, tailored reports, and user-defined analytics workflows – all without requiring technical expertise. 

• Designed for innovation: 2025 and beyond will bring a wave of new features and AI-driven enhancements, all seamlessly integrated into this scalable platform. 

Revolutionizing conversation analytics 

The way businesses use conversation data has changed. Traditional analytics tools no longer cut it – organizations need real-time intelligence, predictive insights, and deep visibility into customer interactions. 

That’s why Smarsh is retiring standard and advanced analytics and replacing them with our most sophisticated analytics engine yet: Conversation Analytics. 

What sets the new analytics apart? 

• Enterprise-class intelligence – Harness AI-powered insights across voice, email, and text, unlocking trends that drive operational improvements and customer engagement. 

• Advanced sentiment and voice analysis – Identify customer sentiment, key themes, and risk factors through deep learning models that interpret tone, speech patterns, and intent. 

• Customizable business intelligence dashboards – Pre-built and customizable dashboards empower teams to track performance, compliance, and operational efficiency. 

• Interaction analysis – Examine every call, conference, and contact center interaction with contextual insights that improve compliance monitoring, agent coaching, and customer satisfaction tracking. 

• Automated compliance and data redaction – Ensure data privacy with automated PCI DSS, PII, and PHI redaction, keeping your business compliant with global regulations. 

• Interaction journey visualization – View a detailed timeline of each conversation, including sentiment fluctuations, action points, and contextual summaries. 

• Queries and pattern recognition – Easily extract insights with natural language search and pattern recognition. 

• Holistic agent performance analysis – Gain a 360° view of agent activity, trends, and customer interactions with interactive scorecards and performance dashboards. 

• Granular search & call filtering – Locate specific calls, interactions, and compliance events in seconds with powerful search capabilities. 

Empowering businesses with smarter, more actionable insights 

The next evolution of Smarsh’s platform is more than just an upgrade – it’s a transformation designed to help organizations: 

• Drive operational efficiency by uncovering process improvement opportunities. 

• Strengthen agent retention through detailed coaching insights. 

• Enhance customer experience with sentiment tracking and automated quality assurance. 

• Ensure compliance with built-in security, encryption, and redaction tools. 

• Enable data-driven decisions through customizable, self-service analytics dashboards. 

Whether you’re a Microsoft Teams enterprise, a hybrid contact center, or a global compliance-driven organization, the new Smarsh UI and advanced conversation analytics will give you the clarity, control, and intelligence you need to stay ahead.