What Is Speech Analytics and How It Works?

Speech analytics is an AI-powered technology that transcribes and analyzes customer conversations in contact centers to extract valuable insights. By monitoring customer sentiment, detecting compliance risks, and enhancing agent performance, speech analytics enables BPOs and contact centers to improve customer service strategies and operational efficiency.

Benefits of Speech Analytics in Contact Centers

• Identifies customer pain points: Helps businesses recognize common frustrations and improve customer service practices.

• Ensures compliance: Detects deviations from required scripts or regulatory policies, ensuring quality assurance.

• Enhances agent training: Provides real-time feedback and coaching opportunities.

• Improves customer experience: Allows businesses to proactively address customer needs and expectations, increasing satisfaction.

Speech analytics empowers contact centers to make data-driven decisions and optimize customer interactions, resulting in better service delivery and operational success.