Speech analytics is the process of analyzing customer interactions, like voice recordings or live customer calls to contact centers to find useful information and provide quality assurance. Businesses use speech analytics during customer interactions to collect data. This data includes the reason for the call, the caller’s mood, and the products mentioned. When used effectively, speech analytics can accurately determine customers’ expectations, needs, and wants. Organizations utilize this data to identify customer issues, highlight areas that need improvement, and improve the customer experience.
What Is Speech Analytics Software?
Speech analytics software can detect themes, sentiments, reasons for a call, identify products, and customer satisfaction from call recordings and/or media streams in real-time. Speech analytics software helps businesses analyze live and recorded calls between customers and customer support teams. The software gives businesses better customer insight into how to improve their sales and customer engagement practices. Here are a few benefits of speech analytics software:
360-Degree Visibility into All Conversations: Speech analytics helps contact center management intelligently analyze historical and real-time calls to evaluate customer experiences and identify agent coaching opportunities.
Effective and Efficient Quality Management: Organizations can save demonstrable time and effort by prioritizing the right interactions for assessment. By highlighting key moments in each conversation, it becomes easier to identify areas where agents can improve.
Encourage Customer-Focused Decision-Making: Speech analytics makes it easier to collect impactful insights that empower sales and marketing teams. By leveraging these deeper insights, organizations can make informed decisions to provide the best customer experience during interactions with self-help applications or direct communications with an agent.