Call center voice analytics, also called speech analytics, is a process of analyzing call recordings between business representatives and business clients, or it is software to automate this process. In this article, we'll talk about speech analytics specifically for call centers and how it is used to solve the chain of common problems in a contact center environment.
By default, modern voice analytics is an AI speech analytics since voice analytics is based both on Automatic Speech Recognition and Natural Language Processing, which are representatives of Artificial Intelligence technologies.
Every call that takes place at a contact center is transcribed into text. The speed depends on the speech analytics engine. For instance, the Ender Turing engine provides real-time speech-to-text transcription.
Having all the voice communication in text, you can detect keywords, phrases, or sentiments of both clients and contact center employees; all the linguistic elements are usually easily configured in the user interface and don’t require an engineer to put hands-on at all. When defined words are mentioned in the conversation, a team or a specific agent is notified in the system or via email to take over the situation.
And you may wonder how it can be helpful for a call center? Let's have a look at the top 7 irreplaceable functions of call center voice analytics that can:
Overall, AI speech analytics is an irreplaceable tool for modern call centers and customer service teams, especially of middle and bigger sizes. It's a win-win solution for every business party: the enterprise, customer, managing team, and employees. If your employees and managers find their comfort in the workplace, your business will surely prosper.
Ender Turing platform offers one of the market's fastest and most accurate transcriptions. It's not an exaggeration. It's a reality that you can easily check during the demo.
You can also check our recent webinar on the related topic: 'How to make the most out of each conversation with Speech Analytics in 2022'.