Speech analytics applications gather important data from the calls your Call center receives. It’s more than the translation of the speech into a text, it detects Emotional changes and the real context of the call.
The information gathered from a voice call helps your Call Center identify the real customer experience and allows you to make a fast impact on the customer experience.
Speech analytics analyzes the both parties, the Voice of Customer (VOC) and the Voice of Employee (VOE) and runs a 100% evaluation without needing any manual application, such as a survey, quality assessment, etc.
Context and emotion analysis of a call includes what the customers says as well as how it’s said. After the analysis, it categorizes the call headlines and visualizes through indication tools. So, the results demonstrate the reason why they call you and what actions your business can take to prevent that.