What voice analytics measures
- Sentiment (positive/negative/neutral) at the call and segment level
- Topics — what callers actually discuss
- Outcome attribution — which conversations convert and why
- Compliance — whether required disclosures were delivered
- Coaching signals — where reps win and where they leak
Voice analytics vs traditional QA
Traditional call QA samples 5–10% of calls and grades them manually. Voice analytics scores 100% of calls automatically.