Speech Analytics

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Companies that deploy speech analytics in contact centers can move from analyzing only a handful of calls to covering 100% of voice interactions

1. What is Speech Analytics?

Speech Analytics is the process of analyzing recorded calls to gather customer insights, improve agent performance, and ensure compliance. It uses technologies like NLP, machine learning, and pattern recognition to extract trends, sentiment, and key phrases.

2. What does Speech Analytics do?

It identifies agent behavior, customer sentiment, recurring issues, compliance gaps, and coaching opportunities. This helps contact centers improve CX and reduce churn.

3. What are the models of Speech Analytics?

Common models include phonetic-based, text-based (transcription), and hybrid models. Advanced systems also use AI-driven semantic analysis and emotion detection.

4. How to become a Speech Analyst?

Gain expertise in linguistics, data analysis, and contact center operations. Tools like Convin offer platforms to explore real-time and post-call analysis.

See how real‑time analytics turns live data into smarter contact‑center decisions