Speech analytics

What is speech analytics?

Definition of speech analytics:

Speech analytics has evolved from services that traditionally develop transcriptions of calls made to businesses, in order to capture more information about their customers.

The process is no longer confined to transcribing phone calls. Many services now offer emotion recognition, helping businesses gauge the mood triggered by your brand or customer services team.

Speech analytics enables companies to navigate through large volumes of customers by setting specific trigger words or key searches.

The service also allows businesses to revisit conversations at a later date and at their own convenience.

Related content: