Speech analytics gives organization the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance. Because customer interactions are rich source of customer concerns and sentiments, speech analytics enables organizations to mine them for particular phrases, essentially creating “focus groups on demand”.

This technology is a speech to text transcription that is powered by a large-vocabulary conversational speech recognition engine (also known as LVCSR). However, just transcribing conversation is not enough. Effective speech analytics solution also feature data-mining algorithms that add intelligence to the way in which t...