{"id":54198,"date":"2025-06-05T08:01:43","date_gmt":"2025-06-05T06:01:43","guid":{"rendered":"https:\/\/enreach.es\/?p=54198"},"modified":"2025-11-27T10:18:16","modified_gmt":"2025-11-27T09:18:16","slug":"what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/","title":{"rendered":"What is Speech Analytics and how are contact centres benefiting from it"},"content":{"rendered":"<p>Have you heard of <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/artificial-intelligence\/speech-analytics-for-call-centres\/\" target=\"_blank\" rel=\"noopener\"><strong><em>Speech Analytics<\/em><\/strong><\/a>? You know it\u2019s powerful, <strong>but you\u2019re not quite sure what it is or how it could benefit you<\/strong>?<\/p>\n<p>No worries! In this post, we\u2019ll help you understand <strong>what Speech Analytics is<\/strong>, <strong>how it works<\/strong>, and <strong>how it\u2019s being used in customer service<\/strong>\u2014so you can decide whether it\u2019s worth adding to your <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\" target=\"_blank\" rel=\"noopener\">contact centre software.<\/a><\/p>\n<h2><strong>1. WHAT IS SPEECH ANALYTICS?<\/strong><\/h2>\n<p>In a contact centre, S<strong><em>peech Analytics<\/em> is <a href=\"https:\/\/enreach.es\/en\/blog\/ways-ai-can-help-contact-centres-to-improve-their-operational-efficiency\/\" target=\"_blank\" rel=\"noopener\">AI-powered technology that analyses all conversations<\/a> to automatically extract valuable insights that improve customer service and save time<\/strong>.<\/p>\n<p>Thanks to S<em>peech Analytics<\/em>, <strong>call centres can access key information from every conversation<\/strong>, such as the <strong>reason for the call<\/strong>, its <strong>category<\/strong>, the customer\u2019s <strong>level of satisfaction<\/strong>, the <strong>quality of the agent\u2019s support<\/strong>, and even a <strong>summary of each conversation<\/strong>.<\/p>\n<h2><strong>2. SPEECH ANALYTICS VS VOICE ANALYTICS<\/strong><\/h2>\n<p>Although often used interchangeably, they are actually two very different technologies:<\/p>\n<ul>\n<li><strong><em>Speech Analytics<\/em><\/strong> focuses on <strong>what\u2019s being said<\/strong>\u2014the verbal content (words, phrases, intentions, etc.)<\/li>\n<\/ul>\n<p>For example: &#8220;This customer is unhappy.&#8221;<\/p>\n<ul>\n<li><strong><em>Voice analytics<\/em><\/strong>, on the other hand, focuses on <strong>how it\u2019s being said<\/strong>\u2014the acoustic qualities of the voice (tone, pace, pauses, volume, etc.)<\/li>\n<\/ul>\n<p>For example: &#8220;The customer\u2019s voice is low and slow.&#8221;<\/p>\n<h2><strong>3. WHAT TECHNOLOGIES POWER SPEECH ANALYTICS?<\/strong><\/h2>\n<p>For a machine to understand what is said in a conversation and to extract information from it, all these technologies are needed:<\/p>\n<h3><strong>3.1 ARTIFICIAL INTELLIGENCE<\/strong><\/h3>\n<p>A set of technologies that enable machines to simulate certain human abilities, such as <strong>understanding<\/strong>, <strong>analysing<\/strong>, or <strong>making decisions<\/strong>. The use of <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/artificial-intelligence\/\" target=\"_blank\" rel=\"noopener\">AI in contact centres<\/a> is already widespread\u2014not just for interacting with customers, but also for generating insights.<\/p>\n<h3><strong>3.2 MACHINE LEARNING<\/strong><\/h3>\n<p>A branch of AI that <strong>enables the system to learn from the data it extracts<\/strong>. The more calls it analyses, the better it becomes at spotting issues, key terms or emotional cues. This is what allows models to evolve and improve over time.<\/p>\n<h3><strong>3.3 AUTOMATIC SPEECH RECOGNITION (ASR)<\/strong><\/h3>\n<p>ASR is the technology that <strong>converts spoken audio into text<\/strong>. It allows a call to be \u201cwritten down\u201d so it can be analysed.<\/p>\n<h3><strong>3.4 NATURAL LANGUAGE PROCESSING (NLP)<\/strong><\/h3>\n<p>NLP enables systems to comprehend human language beyond individual words. It allows machines to <strong>understand the meaning of a phrase<\/strong>, <strong>identify conversation topics<\/strong>, or <strong>detect customer intent<\/strong>.<\/p>\n<h3><strong>3.5 SENTIMENT ANALYSIS<\/strong><\/h3>\n<p>Sentiment analysis is an NLP function that detects the <strong>emotional tone<\/strong> in speech or text. It helps determine whether a customer is upset, thankful, frustrated, or neutral\u2014even if they don\u2019t say it outright.<\/p>\n<p>For example:<\/p>\n<ul>\n<li><strong>Negative sentiment:<\/strong> \u201cI\u2019ve been waiting 20 minutes and no one\u2019s helping me.\u201d<\/li>\n<li><strong>Positive sentiment:<\/strong> \u201cThanks for sorting that out so quickly.\u201d<\/li>\n<\/ul>\n<h2><strong>4. HOW DOES SPEECH ANALYTICS WORK?<\/strong><\/h2>\n<p>Now that we know the technologies involved, here\u2019s <strong>how the process works<\/strong>\u2014from the moment a voice is recorded to when key insights are extracted:<\/p>\n<h3><strong>4.1 RECORDING THE CONVERSATION<\/strong><\/h3>\n<p>The first step is to <strong>record the call<\/strong>. Every S<em>peech Analytics<\/em> tool needs an audio recording (for voice channels) as this is the raw material for analysis.<\/p>\n<p>\ud83d\udca1 While machines can analyse voice directly, converting it to text makes the process easier\u2014like giving the system a \u201cpre-chewed\u201d version of the conversation.<\/p>\n<h3><strong>4.2 TRANSCRIBING THE CALL<\/strong><\/h3>\n<p>Once recorded, the <strong>sound wave is turned into text<\/strong> using a speech recognition model (ASR). <a href=\"https:\/\/enreach.es\/en\/blog\/ai-call-transcription-everything-you-need-to-know\/\" target=\"_blank\" rel=\"noopener\">Transcribing calls<\/a> is also handled by AI.<\/p>\n<p>\ud83d\udca1 The accuracy of the transcription depends on both the audio quality (noise, overlapping speech, mic quality) and the model used\u2014e.g. whether it\u2019s trained to understand different accents or slang.<\/p>\n<h3><strong>4.3 ANALYSING THE CONTENT<\/strong><\/h3>\n<p>With the transcript ready, natural language processing (NLP) models kick in. They can:<\/p>\n<ul>\n<li><strong>Categorise<\/strong> the conversation by topic.<\/li>\n<li>Detect <strong>keywords<\/strong> or relevant phrases.<\/li>\n<li>Identify <strong>customer intent<\/strong> (e.g. complain, ask, cancel).<\/li>\n<li>Analyse <strong>emotional tone<\/strong> (if sentiment analysis is included).<\/li>\n<\/ul>\n<h3><strong>4.4 INSIGHT GENERATION<\/strong><\/h3>\n<p>Finally, all the <strong>generated data is displayed in a chosen format<\/strong> (e.g. a dashboard or report) for review and action.<\/p>\n<h2><strong>5. WHAT ARE THE BENEFITS OF USING SPEECH ANALYTICS?<\/strong><\/h2>\n<p>The contact centre industry is increasingly talking about this tech. Teams already using it report that:<\/p>\n<ul>\n<li>They can identify issues <strong>without manually listening to every call<\/strong>.<\/li>\n<li>They\u2019re spotting improvements in <strong>agent performance<\/strong> (training, best practices, etc.).<\/li>\n<li>They reduce the risk of <strong>compliance breaches<\/strong>, like GDPR violations.<\/li>\n<li>They monitor <strong>customer satisfaction<\/strong> without relying on surveys.<\/li>\n<li>They enhance the <strong>customer experience<\/strong> by identifying responses, scripts, and behaviours that lead to satisfaction.<\/li>\n<li>They make <strong>data-driven decisions<\/strong>, not guesses.<\/li>\n<\/ul>\n<h2><strong>6. HOW DOES SPEECH ANALYTICS ADD VALUE TO A CONTACT CENTRE?<\/strong><\/h2>\n<p>Since the dawn of call centres and customer experience metrics, there\u2019s always been a supervisor or QA team who <strong>listens to calls manually to assess service quality<\/strong>.<\/p>\n<p>This has been the case <strong>for years<\/strong>. A slow, partial, fully manual process\u2014until <strong>S<\/strong><em><strong>peech Analytics<\/strong><\/em> came along.<\/p>\n<p>This technology can analyse not just calls, but also chats, emails, and WhatsApp messages\u2014and do it <strong>in real time<\/strong>.<\/p>\n<p>We\u2019re no longer just talking about saving hours of listening\u2014we\u2019re talking about <strong>automating service quality analysis<\/strong> in seconds.<\/p>\n<p>Thanks to automatic transcription, S<em>peech Analytics<\/em> tools such as the one we use in our <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\" target=\"_blank\" rel=\"noopener\">Omnichannel Contact Center<\/a>, solution, generate the following for each interaction:<\/p>\n<ul>\n<li>A <strong>headline<\/strong> summarising the reason for the call.<\/li>\n<li>A <strong>summary<\/strong> of how the conversation unfolded.<\/li>\n<li>A <strong>category<\/strong> that classifies the type of contact.<\/li>\n<li>An assessment of the customer\u2019s <strong>emotional state<\/strong> (happy, neutral, unhappy).<\/li>\n<li>A <strong>quality score<\/strong> for the service provided (1 to 5 stars).<\/li>\n<\/ul>\n<p>All of this without human input. And best of all: for <strong>every<\/strong> call, if you choose.<\/p>\n<h2><strong>FIND OUT HOW TO ELIMINATE MANUAL TASKS FROM YOUR CONTACT CENTRE<\/strong><\/h2>\n<p>If your agents and supervisors are overwhelmed, optimise their time by <strong>freeing them from tasks that don\u2019t add value.<\/strong><\/p>\n<p>Artificial intelligence is already capable of <strong>extracting key data<\/strong> from every conversation and <strong>measuring your contact centre\u2019s service level<\/strong> in real time.<\/p>\n<p>Get in touch to find out how you can get started.<\/p>\n<div id=\"formulario\" class=\"hs-form\"><script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/js-eu1.hsforms.net\/forms\/embed\/v2.js\"><\/script><br \/>\n<script>\n  hbspt.forms.create({\n    region: \"eu1\",\n    portalId: \"25868881\",\n    formId: \"37d106ea-e12c-4300-8491-f82296dc2405\"\n  });\n<\/script><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Have you heard of Speech Analytics? You know it\u2019s powerful, but you\u2019re not quite sure what it is or how it could benefit you? No worries! In this post, we\u2019ll help you understand what Speech Analytics is, how it works, and how it\u2019s being used in customer service\u2014so you can decide whether it\u2019s worth adding&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/\" title=\"Read What is Speech Analytics and how are contact centres benefiting from it\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":54194,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[],"class_list":["post-54198","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is Speech Analytics and how are contact centres benefiting from it - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is Speech Analytics and how are contact centres benefiting from it - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Have you heard of Speech Analytics? You know it\u2019s powerful, but you\u2019re not quite sure what it is or how it could benefit you? No worries! In this post, we\u2019ll help you understand what Speech Analytics is, how it works, and how it\u2019s being used in customer service\u2014so you can decide whether it\u2019s worth adding... Read more &raquo;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2025-06-05T06:01:43+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-27T09:18:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2025\/06\/agente-operador-de-telefono-de-soporte-en-auriculares-en-el-lugar-de-trabajo-mientras-usa-la-computadora.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Enreach\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Enreach\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/\"},\"author\":{\"name\":\"Enreach\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"headline\":\"What is Speech Analytics and how are contact centres benefiting from it\",\"datePublished\":\"2025-06-05T06:01:43+00:00\",\"dateModified\":\"2025-11-27T09:18:16+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/\"},\"wordCount\":992,\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2025\/06\/agente-operador-de-telefono-de-soporte-en-auriculares-en-el-lugar-de-trabajo-mientras-usa-la-computadora.jpg\",\"articleSection\":[\"Customer service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/\",\"url\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/\",\"name\":\"What is Speech Analytics and how are contact centres benefiting from it - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2025\/06\/agente-operador-de-telefono-de-soporte-en-auriculares-en-el-lugar-de-trabajo-mientras-usa-la-computadora.jpg\",\"datePublished\":\"2025-06-05T06:01:43+00:00\",\"dateModified\":\"2025-11-27T09:18:16+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#primaryimage\",\"url\":\"https:\/\/enreach.es\/wp-content\/uploads\/2025\/06\/agente-operador-de-telefono-de-soporte-en-auriculares-en-el-lugar-de-trabajo-mientras-usa-la-computadora.jpg\",\"contentUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2025\/06\/agente-operador-de-telefono-de-soporte-en-auriculares-en-el-lugar-de-trabajo-mientras-usa-la-computadora.jpg\",\"width\":1920,\"height\":1080,\"caption\":\"Hombre operador de atenci\u00f3n al cliente atendiendo a un cliente mientras la tecnolog\u00eda speech analytics eval\u00faa su desempe\u00f1o en tiempo real\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"What is Speech Analytics and how are contact centres benefiting from it\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/enreach.es\/#website\",\"url\":\"https:\/\/enreach.es\/\",\"name\":\"Enreach ES\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/enreach.es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\",\"name\":\"Enreach\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"caption\":\"Enreach\"},\"sameAs\":[\"https:\/\/enreach.es\"],\"url\":\"https:\/\/enreach.es\/en\/blog\/author\/mk-admin\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"What is Speech Analytics and how are contact centres benefiting from it - Enreach ES","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/","og_locale":"en_US","og_type":"article","og_title":"What is Speech Analytics and how are contact centres benefiting from it - Enreach ES","og_description":"Have you heard of Speech Analytics? You know it\u2019s powerful, but you\u2019re not quite sure what it is or how it could benefit you? No worries! In this post, we\u2019ll help you understand what Speech Analytics is, how it works, and how it\u2019s being used in customer service\u2014so you can decide whether it\u2019s worth adding... Read more &raquo;","og_url":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/","og_site_name":"Enreach ES","article_published_time":"2025-06-05T06:01:43+00:00","article_modified_time":"2025-11-27T09:18:16+00:00","og_image":[{"width":1920,"height":1080,"url":"https:\/\/enreach.es\/wp-content\/uploads\/2025\/06\/agente-operador-de-telefono-de-soporte-en-auriculares-en-el-lugar-de-trabajo-mientras-usa-la-computadora.jpg","type":"image\/jpeg"}],"author":"Enreach","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Enreach","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/"},"author":{"name":"Enreach","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"headline":"What is Speech Analytics and how are contact centres benefiting from it","datePublished":"2025-06-05T06:01:43+00:00","dateModified":"2025-11-27T09:18:16+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/"},"wordCount":992,"image":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2025\/06\/agente-operador-de-telefono-de-soporte-en-auriculares-en-el-lugar-de-trabajo-mientras-usa-la-computadora.jpg","articleSection":["Customer service"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/","url":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/","name":"What is Speech Analytics and how are contact centres benefiting from it - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#primaryimage"},"image":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2025\/06\/agente-operador-de-telefono-de-soporte-en-auriculares-en-el-lugar-de-trabajo-mientras-usa-la-computadora.jpg","datePublished":"2025-06-05T06:01:43+00:00","dateModified":"2025-11-27T09:18:16+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"breadcrumb":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#primaryimage","url":"https:\/\/enreach.es\/wp-content\/uploads\/2025\/06\/agente-operador-de-telefono-de-soporte-en-auriculares-en-el-lugar-de-trabajo-mientras-usa-la-computadora.jpg","contentUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2025\/06\/agente-operador-de-telefono-de-soporte-en-auriculares-en-el-lugar-de-trabajo-mientras-usa-la-computadora.jpg","width":1920,"height":1080,"caption":"Hombre operador de atenci\u00f3n al cliente atendiendo a un cliente mientras la tecnolog\u00eda speech analytics eval\u00faa su desempe\u00f1o en tiempo real"},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/en\/blog\/what-is-speech-analytics-and-how-are-contact-centres-benefiting-from-it\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/en\/"},{"@type":"ListItem","position":2,"name":"What is Speech Analytics and how are contact centres benefiting from it"}]},{"@type":"WebSite","@id":"https:\/\/enreach.es\/#website","url":"https:\/\/enreach.es\/","name":"Enreach ES","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/enreach.es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3","name":"Enreach","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","caption":"Enreach"},"sameAs":["https:\/\/enreach.es"],"url":"https:\/\/enreach.es\/en\/blog\/author\/mk-admin\/"}]}},"_links":{"self":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/54198","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/comments?post=54198"}],"version-history":[{"count":7,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/54198\/revisions"}],"predecessor-version":[{"id":56210,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/54198\/revisions\/56210"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media\/54194"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media?parent=54198"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/categories?post=54198"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/tags?post=54198"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}