Speech Analytics is a process of evaluating voice/audio call recordings or live calls between the customers and the contact center agents using a specialized speech recognition software.
The Speech Analytics process is primarily used by customer contact centers to mine valuable information and spot key phrases contained within agent-customer interactions conducted using the web, email, phone, chat and social media.
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<blockquote class=”embedly-card”><h4><a href=”https://www.smartspeech.io/resources/infographics/speech-analytics-101-for-contact-centers/”>Speech Analytics 101 for Contact Centers -</a></h4><p>Speech Analytics is a process of evaluating voice/audio call recordings or live calls between the customers and the contact center agents using a specialized speech recognition software. The Speech Analytics process is primarily used by customer contact centers to mine valuable information and spot key phrases contained within agent-customer interactions conducted using the web, email, phone, chat and social media.</p></blockquote>
