Speech analytics is the process of analyzing recorded calls to gather information, brings structure to customer interactions and exposes information buried in customer contact center interactions with an enterprise. Although it often includes elements of automatic speech recognition, where the identities of spoken words or phrases are determined, it may also include analysis of one or more of the following:

• the topic(s) being discussed
• the emotional character of the speech
• the amount and locations of speech versus non-speech (e.g. call hold time or periods of silence)

One use of speech analytics applications is to spot spoken keywords or phrases, either as real-time alerts on live audio or as a post-processing step on recorded speech. This technique is also known as audio mining. Other uses include categorization of speech, for example in the contact center environment, to identify calls from unsatisfied customers.

Speech analytics in contact centers can be used to extract critical business intelligence that would otherwise be lost. By analyzing and categorizing recorded phone conversations between companies and their customers, useful information can be discovered relating to strategy, product, process, operational issues and contact center agent performance. This information gives decision-makers insight into what customers really think about their company so that they can quickly react. In addition, speech analytics can automatically identify areas in which contact center agents may need additional training or coaching, and can automatically monitor the customer service provided on calls.