What is Speech Analytics? Related Articles An Introduction to... Contact Centre Analytics What Are the Top Uses of Speech Analytics? Speech Analytics 101: What Is Speech Analytics? Typical Uses For Speech Analytics 710 Filed under - Video, CallMiner, Contexta360, Editor's Picks, MaxContact, Speech Analytics, Videos MJ Johnson at CallMiner, David Samuel at Contexta360, and Sean McIver at MaxContact explain what speech analytics is. What Is Speech Analytics? MJ Johnson (CallMiner) MJ Johnson Speech analytics is essentially a tool, typically driven by artificial intelligence. This software tool does a couple of things. First, it listens to voice-based conversations, typically between a customer and your business. And second, it identifies and extracts insights from those conversations that otherwise might be lost and can be useful to a business in making decisions. David Samuel (Contexta360) David Samuel Speech analytics adds that element of automatically analysing all your conversations. And then by using smart scripting, AI, and other sort of ‘smarts’, you can identify insights and other areas of interest. You can categorize them and combine them with other knowledge sources. And that makes them more intelligible and actionable. Sean McIver (MaxContact) It allows you primarily to understand customer behaviour in a more intuitive way. And on the other side, it also allows you to monitor agent behaviour and understand what some of those triggers may be. Sean McIver So, for example, you may be able to assess that Jo Bloggs, my agent on the phone, was having challenges with that customer that came across because he had lots of delays, he used lots of uncertainty in his tonality, and his timbre changed, the way in which he spoke to the customer changed. And you can use that as a training mechanism. If you are looking for more great video insights from the experts, check these out these videos next: A Simple Motivational Trick What Is WFM? Beware of Watermelon Metrics Author: Guest Author Reviewed by: Robyn Coppell Published On: 31st May 2022 - Last modified: 15th Nov 2023 Read more about - Video, CallMiner, Contexta360, Editor's Picks, MaxContact, Speech Analytics, Videos Recommended Articles An Introduction to... Contact Centre Analytics What Are the Top Uses of Speech Analytics? Speech Analytics 101: What Is Speech Analytics? Typical Uses For Speech Analytics Related Reports White Paper: How to Operationalise AI Workflows in the Contact Centre Download: The Top Contact Centre Challenges and How to Solve Them White Paper: How to Drive Business Improvements with Customer Insights eBook: The Impact of AI on the Contact Centre Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter