Speech Analytics overview

A typical organization collects and stores a vast amount of data related to customer interactions with that organization. It is widely recognized that this data contains critical information related to the root causes of key business issues.

Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. Complete Semantic Index (CSI) analyzes every word identified in processed calls to extract useful information from employee-customer conversations. Speech Analytics leverages automated speech to text technology and applies proprietary analytics layers to extract business meaning from the data.

Using Speech Analytics, you can analyze:

Topics discussed during the employee-customer conversation
Emotional character of the conversation
Interaction dynamics, including periods of silence, interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. hold time, and talk-over time (employee and customer talked at the same time).

You can use Speech Analytics to identify terms that indicate specific topics and issues, such as repeat calls. These terms can be monitored and drilled into for further root cause analysis.

In addition, Speech Analytics can help identify areas in which employees need extra training Semantic Intelligence (Si) process in Speech Analytics in which the system implements machine learning-based methods to extract and surface ontology-related items found in a sampling of transcribed interactions. or coaching, and automatically monitor the customer service provided on interactions.