What are Text and Speech Analytics?
Text and speech analytics are technical tools that leverage artificial intelligence, such as natural language processing, to understand human speech and use that ability to identify patterns, like high occurrences of keywords and phrases. Text and speech analytics, sometimes referred to as interaction analytics, can rapidly analyze huge amounts of data to provide users with real-time or near real-time insights.
Text and speech analytics are commonly used in contact centers to analyze customer service interactions. Voice recordings are first transformed to written transcripts before analysis. Once that’s done, text and speech analytics can comb through 100% of contacts from every channel, including phone, chat, email, text (SMS), and social media. The valuable information analytics software can provide includes:
- Contact drivers
- Emerging problems
- Trending topics
- Potential compliance issues
- Root causes
- Organization and agent-level quality
These insights allow contact centers to provide more proactive customer experiences, know their customers better, quickly address new problems, and have a more comprehensive view of interaction quality. The information produced by text and speech analytics can also be used to identify targeted training opportunities. And when that information is combined with other customer feedback, such as survey scores, organizations can have a more holistic Voice of the Customer (VOC).
Text and speech analytics tools can also determine customer sentiment based on keywords and conversational characteristics such as voice volume and pitch. Knowing customer sentiment allows contact centers to take closed-loop actions with dissatisfied customers to try to rescue the relationships. Additionally, agents can be measured and rewarded on their customer sentiment scores.
The best text and speech analytics tools are cloud-based, for maximum flexibility, and don’t require a data science degree to use or understand output.
About NICE Satmetrix
NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.
With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.
With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:
Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions
- Superior analytics
- Digital omnichannel and hassle-free IVR integrations
- Customer Journey-based design
- One-stop-shop for all your contact center VOC needs
NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.