Speech Analytics is a process of analyzing recorded human speech in order to collect information about what was said. In contact center environments, Speech Analytics is used to mine recorded phone conversations between agents and their customers. By carefully “listening” to hundreds or even thousands of calls, Speech Analytics automatically identifies important business intelligence that helps managers reduce contact center costs, increase customer retention and satisfaction, and improve agent performance.

In governmental intelligent agencies and homeland security departments, Speech Analytics is used to mine intercepted telephone conversations, recorded interrogations, and other audio feeds. Agencies need to be able to process hundreds of thousands of calls to identify potential terrorist threats and Speech Analytics solutions help them to automatically monitor these recorded calls.

The leading direct providers of Speech Analytics solutions include CallMiner and Utopy, Inc.; and channel providers include Witness Systems, Mercom, and Voice Print.