Speech Analytics is primarily a function carried out by software integrated within a call center and used to analyze real-time or recorded conversations between call center agents and inbound or outbound callers. Speech Analytics covers a variety of software technologies that work in different ways, some more advanced than others, but all ultimately designed to detect and track predefined spoken words or phrases in order to compile actionable metrics about customer satisfaction, agent performance, hold times, hang-ups and any number of other KPIs.