Expert Insights

Definition: Speech Analytics

Speech analytics on speech bubble being held

Published On: 7th Apr 2023 07:00

At its core, speech analytics is a tool that automates the process of listening to customer interactions.

Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost.

In addition to using speech recognition technology to identify spoken words or phrases, many speech analytics solutions can analyse the emotional character of the speech (sentiment analysis) and the amount of silence in the conversation.

Contributed by: CallMiner

To discover more, watch our video definition of speech analytics.

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Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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Definition: Speech Analytics

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