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Speech analytics
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<p>Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information buried in client interactions with an enterprise. Although speech analytics includes elements of <a href="/facts/Speech_recognition/z7S7Pgk6">automatic speech recognition</a>, it is known for analyzing the topic being discussed, which is weighed against the emotional character of the speech and the amount and locations of speech versus non-speech during the interaction. Speech analytics in contact centers can be used to mine recorded customer interactions to surface the intelligence essential for building effective cost containment and customer service strategies. The technology can pinpoint cost drivers, trend analysis, identify strengths and weaknesses with processes and products, and help understand how the marketplace perceives offerings. </p>