Voice technology is transforming the way contact centers understand customer interactions by turning audio data into text, allowing for the analysis of 100% of customer calls and providing valuable insights on best practices, effective call routing, and customer emotions. By leveraging natural language processing tools, contact centers can extract topics, themes, and words from customer interactions to inform training and improve agent performance. Real-time speech recognition technology is also being used to trigger workflows that assist agents in steering conversations positively, mitigating issues before they escalate. This enables contact centers to deliver exceptional customer experiences and achieve first call resolution, resulting in improved customer satisfaction and reduced churn.