inContact Speech Analytics Overview
inContact Speech Analytics Overview
inContact Speech Analytics is a separately licensed module of inContact WFO that is available for Premises deployments only. It provides a phonetics-based speech analytics solution that identifies phonemes (that is, the smallest unit of sound) in call recordings. United States English speech consists of 40 phonemes. United Kingdom English speech consists of 44 phonemes. The five phonemes "g r ei d ei" sound like "Grade A" or "Grey Day". Speech analytics compares the phonemes to search key words and phrases and generates reports based on the search results.