Speech analytics refers to automated methods of analyzing speech to gain greater insight into customer interactions, and
business and individual agent performance. Speech analytics applications are commonly deployed in contact centers, where a large number of calls take place every day between customers and customer service representatives. Speech analytics goes beyond identifying spoken words. It applies linguistic and semantic analysis to verbal conversations in order to understand the topics discussed and their context, and the sentiment of the speakers during the interaction. Speech analytics is usually part of a broader interaction analytics solution that extracts the voice of the customer from multiple channels such as phone, email, chat and social media.