What is Speech analytics?

Speech analytics is the automated analysis of recorded or live calls to find patterns across many conversations, such as recurring topics, objections, sentiment, compliance phrases and outcomes. It works on transcripts at scale: how often price came up as an objection this month, which opening line correlates with booked site visits, or whether agents read the mandatory disclosures. It has traditionally been sold as a separate product to contact centres whose QA teams could otherwise review only a small sample of calls by hand. Its accuracy is bounded by transcription quality, which is weakest on noisy, code-switched Indian calls.

Speech analytics turns calls from anecdotes into data, which matters when deciding what to change in a script. Outpero provides the per-call building blocks, namely transcript, summary, sentiment and captured fields, with analytics and CSV export. It is not a quality-monitoring suite for human agents' calls, so a team that wants to audit its own telecallers still needs a dedicated tool.