Definition: Speech Analytics

Speech analytics on speech bubble being held

What Is Speech Analytics?

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.

Thanks to CallMiner

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

Author: Robyn Coppell

Published On: 7th Apr 2023 - Last modified: 15th May 2023
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