Voice Analytics vs. Speech Analytics: What’s the Difference?
In the competitive world of business, companies are looking for more ways of acquiring insight into consumer data. One method currently gaining favour is through call analytics. This term broadly refers to any kind of collection, measurement, analysis and reporting of data from phone calls between customers and customer service representatives. There are two major players in the field of call analytics: voice analytics software and speech analytics tools. Although they both serve a similar function, the way in which they work is quite different, as are their techniques of analysis.
Voice Analytics vs. Speech Analytics
There are explicit differences between these two tools. Read on to find out more about the benefits of each software type in our handy comparison below:
Voice Analytics Software
While speech analytics tools concentrate on the words and phrases used in an interaction, voice analytics software is concerned with the intonation of how words and phrases are spoken. Voice analytics software looks at the audio patterns, scanning for tone pitch, tempo, rhythm and syllable stress in order to get an idea of what emotion the customer is feeling. Or in technical speak, to discover the emotional quotient. How is this helpful? If a customer says the service is excellent, this can be read in drastically different ways depending on whether their tone is enthusiastic or sarcastic. It’s important that businesses know not just the words spoken in customer calls, but also their emotional intent so that they can accurately analyse and report on customer feeling about the business’ services, products and operations. What needs to be improved can then be changed quickly.
Speech Analytics Tools
The tools involved in speech analytics utilise phonetic indexing, which means converting speech to text. Speech analytics makes a conversation searchable by keywords in the content. Conversation context is identified by picking out the words and phrases that appear near each other. A business can set up searches to use on their customer conversations to keep tabs on customer and business outcomes, as well as any current trends in their customer database. Responding to trends allows a business to serve their customers better and predict how to be more flexible and responsive as a company.
Voice Analytics vs. Speech Analytics: The Best of Both Worlds
Ideally, you should choose a call analytics software that can provide both voice analytics and speech analytics tools. These two tools work best combined, as they each cover one half of a conversation – the content and the emotion. As humans aren’t robots, they don’t go around speaking without emotion or intonation, which is why it’s necessary to have both sides of the equation in order to decipher the real meaning of customer responses during phone calls.
The Ultimate Solution – CallN Call Analytics Software
If you’re looking for call analytics software that covers all bases by including both voice analytics software and speech analytics tools, then you’ll find it in CallN. Our cloud-based call recording and analytics software is a leader in the market, allowing you to analyse data in a deep yet user-friendly way. Contact us today to request a free demo. We can help you whether you’re in the USA, UK or AUS – call us on 1300 IMPROVE.
