What is speech analytics? - Definition from WhatIs.com
Part of the Customer relationship management glossary:

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
Contributor(s): Matthew Haughn
Posted by: Margaret Rouse

Related Terms

Definitions

  • viral content

    - Viral content is material, such as an article, an image or a video that spreads rapidly online through website links and social sharing. (WhatIs.com)

  • reinforcement theory

    - Reinforcement theory is a psychological principle maintaining that behaviors are shaped by their consequences and that, accordingly, individual behaviors can be changed through rewards and punishme... (WhatIs.com)

  • rebranding

    - Rebranding is an update of the materials and presentation used to represent a business. A company may rebrand to appear more modern or to distance itself from past issues, among other possibilities. (WhatIs.com)

Glossaries

  • Customer relationship management

    - Terms related to customer relationship management (CRM), including definitions about call centers and contact centers.

  • Internet applications

    - This WhatIs.com glossary contains terms related to Internet applications, including definitions about Software as a Service (SaaS) delivery models and words and phrases about web sites, e-commerce ...

Ask a Question. Find an Answer.Powered by ITKnowledgeExchange.com

Ask An IT Question

Get answers from your peers on your most technical challenges

Ask Question

Tech TalkComment

Share
Comments

    Results

    Contribute to the conversation

    All fields are required. Comments will appear at the bottom of the article.