Speech analytics is the process of extracting meaningful insights from calls in order to improve future conversations. There are thousands of hours of audio and text-based interactions that hold a goldmine of data on customer journeys, experience and desires. When these recorded calls are analyzed, the valuable unstructured data can help inform practices in order to facilitate smoother interactions.
Modern speech analytics software delivers actionable insights into the details and nuances that make up the true voice of the customer. These elements include everything from the feelings and sentiments of a customer to the context and meaning of their interactions. What’s more, speech analytics software generates these insights automatically without cumbersome, time-consuming effort on the part of call center workers.