White Paper

The Use of Speech Analytics in Contact Centers

Contact centers have successfully used speech analytics to reduce avoidable calls, improve self-service facilities, ensure compliance to contracts and regulations, increase sales and improve staff training. The idea that a speech analytics tool is too expensive for most contact centers to consider, or that speech analytics won’t be useful without building a massive infrastructure, is no longer accurate.

Speech analytics has become a viable tool for all but the smallest contact centers. Contact centers can get very good results by using speech analytics in three distinct roles: 1) classifying customer demand, 2) as a tool for investigating opportunities, and 3) to automatically monitor call traffic.

This overview shows how contact centers can deploy speech analytics in a cost-effective manner to listen to the voice-of-the-customer and understand what is happening in their organization.


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