Answer page · Arabic speech analytics
Arabic call analytics: transcription and scoring that understand Gulf dialects.
Contact centres in Saudi Arabia and the Gulf run on Saudi, Gulf and mixed Arabic, switching to English mid-sentence. Speech analytics built on Modern Standard Arabic misses the details a manager needs: the model year, the plate, the branch, the promise an advisor made. Salesteq's CallScope transcribes and scores calls with speech models trained on car sales and service conversations in Gulf Arabic.
Updated October 2026
17.4%
word error rate on real BMW service calls in Gulf Arabic
21.5%+
for general-purpose speech engines on the same calls
1st
in mixed-dialect Arabic speech recognition, NADI 2026
Why Arabic call analytics is hard
Customers speak dialect, not the Arabic most speech engines are trained on. Numbers, names and car models are said in Arabic and English in the same sentence. Phone audio is narrow-band and noisy. Each of these raises the error rate, and every error is a missed name, model or price in the analysis.
Measured on real calls, in public
On real BMW service calls in Gulf Arabic our models reach 17.4% word error rate, against 21.5% and worse for general-purpose engines. At NADI 2026, the Arabic dialect shared task run by researchers from UBC, KFUPM, KAUST, NYU Abu Dhabi and others, they placed 1st of all systems in mixed-dialect Arabic speech recognition.
What CallScope does with the transcript
- 01Splits the call by speaker and makes it searchable, in Arabic and English.
- 02Scores it on the contact centre's own scorecards: sales, service, complaints, finance.
- 03Flags missed opportunities and complaints with the moment in the recording.
- 04Gives every advisor a coaching page and a printable sheet.
- 05Reads satisfaction and sentiment through scorecard questions on every call.
Next to Webex and Genesys
CallScope connects to Webex Contact Center and Genesys Cloud or imports recordings, so the contact centre keeps its platform. It runs today for a Saudi multi-brand dealer group's sales, service, complaint and finance queues.
Questions about Arabic call analytics
Is there speech analytics that works in Gulf Arabic?+
Yes. Salesteq's CallScope uses speech models trained on Gulf-dialect car sales and service calls: 17.4% word error rate on real BMW service calls, and 1st in mixed-dialect Arabic speech recognition at NADI 2026.
Does it handle Arabic and English in the same call?+
Yes. Gulf callers switch between Arabic and English for names, models and numbers; the models are trained on exactly that kind of conversation.
Which contact centre platforms does it work with?+
Webex Contact Center and Genesys Cloud, or recordings imported from any system.
Where is the data hosted?+
On European infrastructure, each customer in its own isolated workspace, with access by role.
Hear your own calls analysed in Arabic.
We show you Gulf Arabic calls transcribed and scored on a scorecard built around your standards.
Book a demoOr write to [email protected]