What Is Conversation Analytics?


CallMiner’s Frank Sherlock defines conversation analytics.

What Is Conversation Analytics?

If you think back to speech analytics, speech analytics does what it says on the tin. It basically is analysing speech text, that is converting speech to text and doing an analytics based on the words and phrases within those conversations.

Frank Sherlock at CallMiner
Frank Sherlock

Conversation analytics provides organizations with insights based on the interactions with customers across channels to provide a more comprehensive, and more coherent, sense of the quality and consistency of those interactions.

Generally it’s used to support compliance, as well as agent insights both in real time and post-interaction.

If you are looking for more great video insights from the experts, check out these videos next:

Published On: 24th Jan 2023 - Last modified: 31st Jan 2023
Read more about - Call Centre Helper TV, , ,

Recommended Articles

An Introduction to... Contact Centre Analytics
A photo of someone presenting analytics findings
A Checklist for Implementing... Speech Analytics
Analytics graphs on digital screen
How to Unlock the Full Power of Call Centre Analytics