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.