Speech Analytics

What are Speech Analytics?

Speech Analytics are the analysis of transcribed voice and ingested text engagements along with metadata including CRM and notes to identify trends, voice-of-the-customer insights, performance drivers, and other insights.

Additional TTEC Resources

• Using generative AI to analyze customer conversations across channels, TTEC Digital's Conversation Intelligence solution extracts deep customer insights your organization can use to address pain points like customer frustration, employee churn, and operational inefficiencies.
• The definitive guide to conversation intelligence: Definitions, benefits and examples: To compete in the era of high customer expectations, organizations are tasked with reducing friction across the customer journey, but often they don’t know where friction currently exists. Conversation intelligence provides customer support teams with the always-on experience monitoring they need to identify key topics, complaints, and sentiments as they emerge.