Speech Analytics: Transforming Voice Data into Business Action

At BTS, we believe that every conversation tells a story. Beyond words, voice carries emotion, intent, and meaning a rich source of information that businesses have barely begun to harness. That’s where speech analytics comes in place.

In November 2025, our Lead Scientist at SmartVoice, Dr. Dayana Ribas, presented “Speech Analytics: Transforming Voice Data into Business Action” at the RTTH Fall School 2025, organized by the Red Temática de Tecnologías del Habla (RTTH). The presentation explored how voice, one of humanity’s oldest communication tools, is becoming one of today’s most advanced sources of business intelligence.

From Sound to Insight: The Power of SmartVoice

SmartVoice is BTS’s AI-powered platform for speech analytics, transcription, enhancement, and voice biometrics. It adds a new intelligent layer to our global voice infrastructure, enabling real-time analysis, detection, and action without requiring any new hardware.

Built on over 30 years of BTS expertise in voice and connectivity, SmartVoice converts every call into structured data. It analyzes tone, emotion, conversational flow, and even acoustic quality to reveal patterns that drive real-world decisions.

Across industries, this technology is helping organizations to:

• Detect customer frustration before escalation.
• Assess agent performance and communication quality.
• Improve contact-center efficiency through automated scoring.
• Prevent fraud using voice biometrics and deepfake detection.
• Enhance the customer experience through real-time emotion and sentiment monitoring.

The Science Behind Speech Analytics

Speech analytics combines linguistic analysis, acoustic modeling, and AI to extract meaning from human conversations. It doesn’t just recognize words, it understands how they are said.

Dr. Ribas’s talked on how language shapes perception and emotion: the same phrase can inspire trust or frustration depending on tone and pacing. By analyzing these subtle vocal cues, SmartVoice bridges neuroscience, linguistics, and machine learning to help companies better understand their customers and teams.

From Voice to Value: What Our Analysis Revealed

A recent BTS project, Into the Sound, applied SmartVoice analytics to contact centers. The analysis uncovered that over 52% of calls triggered quality-related alarms, many linked to audio clarity issues.

After targeted improvements guided by SmartVoice’s insights, customer satisfaction scores increased measurably, proving that clearer sound leads to clearer understanding.

Building Trust in an AI-Driven Conversation World

Because voice data often contains sensitive personal information, BTS designs every SmartVoice solution with privacy-by-design principles. Our architecture supports encryption, anonymization, and compliance with GDPR, HIPAA, and SOC 2, ensuring that innovation and ethics advance together.

The Future of Voice Intelligence, where the Industry is Heading

According to recent market forecasts, the global voice-analytics sector is expected to reach $18.8 billion by 2034. At BTS, we are proud to help shape that future — building intelligent communication systems that listen, learn, and act responsibly.

With SmartVoice, every call becomes more than a conversation. It becomes insight, action, and connection.