Speech analysis technology is suitable for a variety of industries and applications. Although the main purpose of a number of companies using speech analysis is to enhance the customer experience, the technology also can be used to accelerate completing tasks, improve compliance, and mitigate risk. According to the research made at the end of last year by Aberdeen, a research organization: 31% of Best in Class companies have implemented speech-analysis technology, but in ordinary companies, this technology transition rate is less than 18%.
    Speech analysis technology is suitable for a variety of industries and applications. Although the main purpose of a number of companies using speech analysis is to enhance the customer experience, the technology also can be used to accelerate completing tasks, improve compliance, and mitigate risk. At present, the transition rate of the speech analysis technology in call centers is still not high, but it has an optimistic future prospects.
    With the people's increasing demand for personalized products and services, companies must be able to better understand the customers, in order to retain their competitive advantage. Among them, one of the best ways is to invest some time to check the interaction between employees and customers. The speech analysis technology can exactly help companies to achieve this goal and to better understand customers.
    On the current situation, speech analysis market is still at an embryonic stage, not all companies are fully aware of the existence of this technology. In 2009, most of the speech analysis product manufacturers are holding the same hope, hope that this year's speech analysis technology transition rate can be higher. According to the research made at the end of last year by Aberdeen, a research organization: 31% of Best in Class companies have implemented speech-analysis technology, but in ordinary companies, this technology transition rate is less than 18%. 
    What is the exact mean of speech analysis?
    The main reasons of the slow increasing transition rate is the lack of better understanding on speech analysis, according to the Aberdeen research report, 43% of respondents said they knew nothing about speech analysis.
    According to Aberdeen’s definition, speech analysis is a technology which can automatically dig out non-structured audio data and get the presentation (like emotion and speed of words) from a dialogue. This audio data can have a variety of sources, such as the dialogue between representatives of call center customer service and customers.
    In addition, learning how to dig the audio data will also be helpful to understanding the importance of speech analysis. There are mainly two kinds of speech analysis: Basing on the phoneme and speech-text conversion (LVSCR - large vocabulary speech continuous recognition). Phoneme-based speech analysis can search the phoneme of a audio file, which is the most basic pronunciation of a language. It stored a lot of audio content as reference and to be matched while searching information in the audio file. The LVCSR can convert phoneme into searchable text, and then search for audio through LVSCR engine, find the pronunciation matching with texts in dictionary.
    Why should transit to speech analysis?
    In order to let the speech analysis transition rate in enterprises keep increasing, we must first understand the importance of the technology applying to enterprises. Aberdeen conducted a survey to respondents to find out the factors that made them introduce speech analysis technology into their call centers.
    A majority of companies (66%) said they implemented speech analysis technology to improve the customers’ experience. There is also a part of the companies aiming to improve customer retention rates, reduce costs and improve surveillance efficiency and so on.
    The using and return of speech analysis
    As the use of video technology in consumer and business increased, there are a large number of audio locked in the video file which are hard to dig out. People often use keywords, phrases and titles, etc. to identify video files. The speech analysis can provide subdivision of information locked in the video files. This could save money and time which is consumed on setting the right keywords for companies.
Whether you are a customer of a call center, or a non-call center user, you can get satisfying return from speech analysis. For example, in the legal profession, litigants can quickly search hundreds of thousands of documents, while in the past, it would take enormous manpower. In addition, Finance companies can sample a wider range of dialogue, to closely monitor their operations and maintain compliance.
Departments as market, public relations, marketing and engineering, industries like financial services, insurance, health care and pharmacy, can all benefit from the implementation of speech analysis. It is worth mentioning that the voice analysis should not be regarded as an independent application, it also can be used as CRM applications, distance learning applications, or a module with a high degree of use in business intelligence applications, creating more value for users.
    Summary
    At present, transition rate of the voice analysis technology in call centers in is still not high, but it is widely believed to have an optimistic future prospects. Although the growth rate of voice analysis and acceptance rates now are mainly embodied in the call center, but that does not mean that it is useless in other industries and the companies. The key is how to cultivate the correct understanding the market look on speech analytics solutions and the return, this will be helpful for the market's future development.