Speech analytics

Speech analytics involves using technology to examine spoken conversations, typically from customer calls or recordings. It automatically identifies and analyzes key themes, emotions, and patterns within the dialogue to help organizations understand customer needs, concerns, and satisfaction levels. This process can uncover insights such as common issues, agent effectiveness, and areas for improvement. By transforming spoken words into valuable data, speech analytics supports better decision-making, enhances customer experience, and optimizes communication strategies—all without requiring manual review of every conversation.