What is Speech Analytics?

Speech Analytics the Technology

Speech Analytics interrogates the content of recorded conversations to enable you to review them against key words and phrases important to your organisation’s operation.

Speech Analytics can transcribe language into discrete phonemes taking into account accents, dialects and slang. It is customised easily to accommodate specialised words, such as technical or industry terms. The search tools then use these phonemes to identify critical information that would be difficult to identify from sampling, such as repeated references to a competitor’s offering, silences after up sell proposals and apologies for keeping callers waiting. By searching for specific words and phrases you are able to quickly identify inconsistencies, root causes for call failures as well as opportunities to further enhance good practice or capitalise on a commercial opportunity.

Being confident that every Call Centre Agent promotes a new product or checks a customers complete satisfaction will provide confidence for Team Leaders and Managers to reinforce best practise or target certain training & communication needs.

Speech Analytics can search both unstructured audio data as well as structured call and customer information, such as CTI-tagged data, agent name, customer segmentation and desktop application data. It will return a list of contacts in order of relevance, with a high degree of accuracy. This feature can help you evaluate interactions by agent or department, mine data and even drill down to specific calls and sets of calls.

Speech Analytic Technologies Compared

• Phonetics Technology

– Strengths – V fast Indexing; Not limited at Index time; any word, spelling, code-word, name; flexible output & confidence score; power in the hands of experts

– Weaknesses - Transcript-free; very short pre-defined words

• Speech-to-Text Technology

– Strengths -Transcript; Short words; Fast search speed

– Weaknesses - Processor hungry; ~8x indexing; sample based; recognition errors; dictionary dependant; misread words not found

• Human Listening

– Strength – Human judgement,

– Weaknesses - never enough calls sampled; subjective analysis; limited attention; slow; costly; critical items easily miss

Privacy Statement Legal Disclaimer Links

Resources
Methodology
Case Studies
Partners