Speech analytics is known as the process of taking out meaningful perceptions from calls to enhance future conversations. One of the speech technologies, call center speech analytics scours audio interactions either in voice recordings or through real-time for beneficial contextual data. Such as sentiment, customer feeling, and more. Speech analytics combined with artificial intelligence can use to alleviate KPIs and can use to adjust future interactions.
Speech analytics delivers functional insights
Speech analytics is the technique of examining live conversations or recorded calls to extract useful information and insights. This can be done through various techniques, including sentiment analysis, keyword spotting, and conversation analysis. It is used in different industries such as banking, healthcare, finance, and retail. Also, speech analytics is used in contact centers or customer support to improve the customer experience, offer quality service, and point out areas of improvement. This software is trained to recognize patterns, keywords, and conversations based on sentiment and tone.
Speech analytics also referred to as audio mining identifies the text and human speech via automated speech recognition and transforms that into data. The data is then organized thus actionable insights that can be drawn from it. In its simplest form, a speech analytics solution comprises a speech recognition engine that converts speed to data.
Use cases for speech analytics software
- Customer service
- Fraud detection
- Market research
- Sentiment analysis
- Language Translation
Check out the best speech analytics software
Enthu.Ai
- AI is considered one of the leading speech analytics tools present in the market. It captures 100% of voice calls, transcribes them, and gives out meaningful analysis from those transcriptions. It is designed especially for contact centers and gives insights into necessary call moments, customer insights, and coaching opportunities.
Callminer
- Callminer is one of the pilot players in the market. They have been serving industries like insurance, BPO, healthcare, and technology. They offer agent-based scorecards and sentiment analysis to give relevant insights from speech data.
Observe.AI
- Observe aid contact centers get coherent insights from their calling data. The software captures 100% of the calls and drives insights on coaching opportunities, customer response, and compliance needs.
Voicebase
- Voicebase places itself as a multichannel analytics apparatus for voice. With the ability to connect any source of customer data to take out insights. Voicebase aids you reveal hidden data, it is more appropriate for enterprise customers.
Tethr
Tethr uses machine learning to transform voice into text and then run a thorough analysis on it based on the use case. The software gives you an analysis of customer support calls and sales giving your insights into customer sentiments, leads, and customer pain points. It aids businesses to reduce their churn rates, creates better customer experiences, and boosts efficiency
