Speech analytics, often referred to in English as “speech analysis,” involves using speech transcription systems, sometimes combined with semantic analysis, to convert and organize the content of telephone calls for later analysis. These applications are primarily used to examine incoming calls, whether to understand customer interactions in a customer service context or to analyze calls prior to a potential sale. In the latter case, speech analytics can be combined with scoring strategies to assess call quality. Speech analytics processes can also be used to archive customer interactions or evaluate agent performance. These techniques can be implemented in various ways to analyze and store calls, as well as to evaluate agent speech for continuous improvement. A concrete example of speech analytics implementation would be: