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speech analytics

Contributor(s): Matthew Haughn

Speech analytics is the use of specialized speech recognition software to find useful information in spoken data. Speech analytics software identifies words and analyzes audio patterns to detect emotions and stress in a speaker's voice. 

Speech analytics are often used in call centers to identify things like the reason for the call, the products mentioned and the caller’s mood.  If effectively used, speech analytics software can quickly identify a customer's needs, wants and expectations and indicate areas that need improvement for agents and the business. The tools allow a business to take action on otherwise less usable information from customer calls and gain insights about customers that might only rarely come up in volunteer surveys.

Speech analytics can be used to monitor and coach agents as well as assisting in managing customers and their data. In call monitoring, speech analytics software can identify selling opportunities and track script adherence and regulatory compliance. When used to help with coaching, the software can help to improve first call resolution and shorten call times.  Through monitoring of both customers and agents, operational and performance issues can be found and managed as well.

Speech analytics is one of the fastest growing segments in the call center management technology market.

This was last updated in August 2013

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