What are contact centre text and speech analytics?

Text and speech analytics, driven by artificial intelligence and natural language processing, are vital tools in contact centres. They convert human voice interactions into written transcripts, enabling them to analyse customer service interactions across various channels, such as phone, chat, email, and social media. The insights provided include identifying contact drivers, emerging issues, trending topics, potential compliance problems, root causes, and agent performance.

Text and speech analytics can also assess customer sentiment and serve as a foundation for agent training. User-friendly, cloud-based tools ensure accessibility and ease of use, making them valuable assets for contact centres seeking to enhance customer interactions and experiences.

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Contact Centre Glossary

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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