Reading Between the Lines: Speech Analytics in the Contact Centre

Exploring the role of Speech Analytics in the modern contact centre

Technology Track - Contact Centre
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Defined as one of the fastest-growing segments of the technology market for contact centres, speech analytics tools allow today’s organisations to transform the data of thousands of call-centre conversations into actionable insights for their company.

After all, as we move progressively towards a world obsessed with customer care and experience, the future doesn’t belong to the contact centre who can shout the loudest about their products and services. Instead, the organisations that know how to listen to their customers and deliver outstanding experiences in response are the ones set to win.

With technologies like emotional analysis, and AI leading the way, contact centres can use insightful techniques to create better customer experiences. Speech analytics tells your agents what works before they make or answer a call so that they’re fully equipped to qualify leads, overcome objectives, and diffuse issues causing churn.

The Benefits of Speech Analytics in the Contact Centre

Speech analytical tools are part of the over-arching push to leverage Big Data.They offer the ability to understand and address information both from legacy interactions, and real-time conversations, so that businesses can improve services, grow revenue, and reduce costs in their various business areas.

Otherwise known as audio-mining, today’s speech analytics technology involves making in-depth, and often intelligently-focused searches based on phonetics and emotional drive. With speech analytics, contact centres can:

1.     Improve and Enhance the Customer Experience

Improving the customer experience is perhaps the mean reason why today’s companies deploy speech analytics. By allowing businesses to mine and evaluate the audio data they gather every day, speech analytics ensures that today’s brands can detect things like stress, tone, and emotion in a customer’s voice, giving them more context within a conversation.

If a system can decide in real-time whether a customer is getting frustrated or upset, it can alert a supervisor, who can then use a UC system to deliver instant help to an agent. This means more customers get the first-time resolutions they’re looking for, and agents avoid periods of stress and overwhelm.

2.     Monitor and Coach Agents

As mentioned above, speech analytics can be used in real-time to monitor the interactions between call centre agents and their customers. This means that supervisors and administrators can track how well agents are adhering to scripts, and meeting with compliance requirements.

Additionally, speech analytical tools can be helpful in coaching agents within the contact centre too, helping them to improve their performance based on things like sentiment reports and real-time analytics. The right tools can provide insight into important metrics that demonstrate where agents need to improve to boost their sales.

3.     Identify Cross-Sell and Up-Sell Opportunities

During conversations, call centre agents with sales training can use speech analytics to identify cross-sell and up-sell opportunities that might benefit the performance of the organisation, and lead to increase conversion rates. Managers can even use the speech analytics information gathered in the contact centre to determine how well customers respond to different sales opportunities in specific scenarios.

Today, phone conversation data is probably one of the most underused resources that the contact centre has in its arsenal. With speech analytics, you can finally home in on your top concerns as a business, find out what customers need from you, and give them a reason to keep coming back.

This Series is Sponsored by:


AMC Technology is committed to providing integration solutions for dynamic organizations that seek contact center efficiency and high customer satisfaction.

Enghouse Interactive

Enghouse Interactive. A leader in customer communications with integrated solutions such as multi-channel contact centre, self-serve, attendant operator consoles & call handling.

Plantronics 507x507

Plantronics offers business and personal headsets and audio solutions that deliver superior sound, style, and comfort.

RingCentral Logo

RingCentral is more flexible and cost-effective than legacy on-premises systems, empowering today’s mobile and distributed workforce to communicate, collaborate, and connect from anywhere, on any device.


For 30 years, Red Box has been the leader in developing voice software and working with our reseller channel to enable customers to unlock the most powerful data set in the world: Voice.

Avaya Logo

Avaya is a world leader in unified communications and contact centres. The company is headquartered in California, USA with branches worldwide.

West Logo

For more than 20 years, West has been leading the way in hosted and cloud-based solutions. We focus on four complementary components of the UC spectrum: Conferencing & Collaboration, Managed Voice, Network Services and Webinars & Enterprise Streaming.

Kakapo Systems Logo

Kakapo Systems is a software development firm specialising in user applications for BroadSoft. We have been developing desktop UC and call centre apps for BroadSoft service providers, and undertaking custom development, since 2006.

Akixi Logo

Akixi is an award-winning call management and call analytics company, providing comprehensive hosted call management and call centre analytics software. We offer various services, from basic call logging to complete call centre services, to suit businesses of all sizes.


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Rebekah Carter

Written by Rebekah Carter

Hi I'm Rebekah, I have an unwavering passion for the technology sector, and I regularly stay up to date with the latest in UC and Cloud