Speech analytics uses AI to analyze voice interactions, extracting insights on sentiment, keywords, and trends to improve customer experience and agent performance.
How does speech analytics work?
Voice transcription: Converts spoken conversations into text for analysis
Sentiment detection: Identifies emotional tone to gauge customer satisfaction
Keyword spotting: Highlights critical phrases for compliance or escalation
Trend analysis: Detects recurring issues to improve processes and service
Why is speech analytics important in CX?
It transforms every call into actionable data, enabling organizations to identify pain points, coach agents, ensure compliance, and proactively improve service quality.
What benefits does speech analytics deliver?
Deeper understanding of customer needs and behavior
Improved compliance monitoring through automated detection
Enhanced agent coaching with real-time feedback
Faster identification of systemic issues and trends
How does this create a NiCE world?
In a NiCE world, speech analytics empowers teams to act on every conversation, turning voice data into insights that drive smarter service.
Create an intelligent world, where every conversation fuels better experiences.
