What is Speech Analytics?

Speech analytics transcribes recorded calls and analyses them at scale — detecting keywords, mandatory phrases, silence, talk-over, sentiment and emerging trends across thousands of interactions.

It lets QA and operations teams move from sampling a handful of calls to understanding patterns across 100% of them: which scripts work, where compliance phrases are missed, and what customers keep asking about.

Speech analytics is most powerful when it feeds action — driving Auto-QA scoring, compliance monitoring and coaching rather than just dashboards.