Currently, businesses have access to more customer data than ever before, particularly in contact centers. The key is knowing the best way to extract and utilize that data. Two solutions that are often used are speech analytics and voice analytics. While both solutions analyze phone conversations to gain customer and business insights, their methods are quite different. Understanding these differences is imperative to choosing the call analytics solution that’s the best fit for your business.
Speech analytics solution focuses on the actual spoken content of a conversation. A speech analytics engine analyses the content and context of agent-customer interactions. This is accomplished with phonetic indexing or converting speech into text to organize the content. Speech analytics technology makes it possible to search for and locate specific keywords in customer interactions. This makes it easy to get a glimpse of how the agent handled calls related to certain topics and to uncover the context of the conversation.
Voice Analytics focuses on how it was said. Voice analytics works by analyzing the audio patterns for certain features, such as tone, pitch, stress, tempo, and rhythm, to derive emotional content. This provides a more accurate reflection of a customer’s mood. For instance, a customer may use the word “great,” which normally denotes a positive sentiment. However, a voice analytics solution can detect cues, such as sarcasm or anger, which can completely change the meaning of a word. Understanding the emotions behind what customers say is a crucial factor in providing an excellent experience.