Voice Analytics

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

Did you know? 45.7% of contact centres aren’t tracking customer emotion and missing valuable insights into customer sentiment and potential agent performance issues.

1. What is Voice Analytics?

Voice analytics is the process of analyzing spoken conversations to extract insights from tone, pitch, sentiment, and keywords. It helps contact centers understand customer emotions, improve agent performance, and enhance overall customer experience. Platforms like Convin use voice analytics to uncover hidden trends and deliver data-driven coaching.

2. How does Voice Analytics work?

Voice analytics works by recording and transcribing customer calls, then using AI and natural language processing to identify emotions, keywords, and intent. It detects patterns such as stress or satisfaction, helping businesses take targeted actions. Convin’s voice analytics engine provides real-time insights for quality monitoring and agent improvement.

3. What does a Voice Analyst do?

A voice analyst reviews call recordings and reports generated by voice analytics tools. Their role involves interpreting tone, sentiment, and behavior to identify coaching opportunities, improve communication strategies, and ensure compliance. With AI platforms like Convin, many of these insights are automated, allowing analysts to focus on strategic decisions. 

4. What is the difference between Speech Analytics and Voice Analytics?

While both analyze spoken interactions, speech analytics focuses on the words used, transcribing and examining the content of conversations. Voice analytics, on the other hand, studies how something is said, tone, pitch, pace, and emotion. Combined, they give a complete view of customer intent and experience.

Dive deeper into voice analytics with Convin’s guide, discover actionable insights now