- Sold by CSS Corp
Speech Analytics is Dead Long Live Voice Analytics: Our modern days speech analytics technologies revolve around the “content” of a conversation. Such solutions are designed to analyze what was said by customers and associates and in what context. This is achieved by converting speech into text or through phonetic indexing. The result is a searchable database of what associates and customers said during the conversations. Whereas our voice analytics focuses on “how” it was said. Voice analytics hones in on and scores certain qualities of a speaker’s voice, such as tone, pitch, and tempo to form an assessment, such as measuring the customer’s mood. For example, a customer may use the word “fantastic” but by recognizing cues, a voice analytics solution can determine that the customer is unhappy. The associate may then receive an alert on how to respond appropriately.
