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Glossary · S

Speech analytics

Employee with a headset at her workstation

Definition

Speech analytics converts conversations into text and analyses them automatically for topics, requests, sentiment and adherence to required wording.

A contact centre holds many conversations every day. What is said in them mostly goes unused, because nobody can listen to everything. Speech analytics makes those conversations analysable without anyone having to listen to each one.

#From recording to insight

  1. Transcribe. Speech becomes text, separated into customer and agent.
  2. Structure. Topics, requests and sentiment are recognised and assigned.
  3. Check. Mandatory notices and agreed wording are checked for presence.
  4. Condense. Many conversations turn into trends, causes and pointers for training.

Chats, emails and messaging conversations are already text and flow into the same analysis without transcription. The result is one picture across every channel.

The value rarely lies in a single conversation, but in the pattern. When many people call about the same letter, the problem is not customer service, it is the letter.

#What teams can see

  • Contact drivers. Why do people get in touch, and which requests are rising?
  • Triggers. Which bill, which letter, which change causes follow-up questions?
  • Knowledge gaps. Which questions lack answers in the knowledge base?
  • Coaching needs. Where does a team need support, at the level of topics rather than individuals?
Employee wearing a headset at a screen
Speech analytics works in the background. The conversation stays in the foreground.

#Recording, data protection and co-determination

Speech analytics requires that conversations may be recorded or transcribed. That needs a legal basis under the GDPR and clear information for everyone involved. In Germany, recording the privately spoken word without authorisation is a criminal offence (Section 201 StGB).

Because analyses allow conclusions about employees, the works council belongs at the table early. Purpose, roles, access and retention periods should be settled before the first analysis runs.

#Speech analytics in Univerx

Conversation analytics in Univerx transcribes conversations and analyses them by topic, sentiment and compliance. Team leads see topics and coaching needs. What that looks like day to day is the subject of Team leads see topics, not just numbers.

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  • View from outside into a lit office in the evening
    Workforce1 November 2026 · 5 min read

    Team leads see topics, not just numbers

    From wallboard to topic map: what changes when team leads see what people are talking about, not only for how long.

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    Practice & how-to2 November 2026 · 5 min read

    Talking to the works council about analytics: a preparation

    If you plan to introduce analytics, know the works council's questions before they are asked. A preparation in documents, roles and configuration.

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    Public sector30 October 2026 · 5 min read

    Social data protection in the contact centre: roles, recording, analytics

    Social data needs more than a tick in the privacy notice. It needs roles that fit, recording with a reason, and analytics that show topics rather than people.

  • Forms and a pen on a dark desk
    Trust & Europe

    GDPR

    Processing under Art. 28 GDPR, documents for your data protection impact assessment, retention and deletion policies and role rights. What exists you receive on request; what is a goal we call a goal.

  • A woman with headphones sits thoughtfully at a laptop
    Trust & Europe

    Responsible AI

    Transparency, human oversight, fairness, privacy and governance: the principles Univerx builds AI on, and the controls that put them to work in AI agents, Univerx Assist and Semantic².

  • A person in front of a wall of monitoring screens
    Products

    Conversation Analytics

    Transcripts, topics, sentiment, compliance cues and root causes from calls and messages. So you see why customers get in touch, not just how often. Configurable for co-determination.

  • Employee on the phone at her desk, laptop open
    Products

    Quality management

    Record conversations and screens with consent, evaluate them with forms, calibrate evaluators. Quality management in Univerx is designed for transparency towards those evaluated and for co-determination.

  • View from outside into a lit office in the evening
    Products

    Reporting & analytics

    Real-time views for running operations, historical reports for management, alerts on deviations and data export for your own analysis. Across every channel, configurable for co-determination.

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