Speech analytics is a tool that helps businesses gain valuable insights from customer interactions by examining recorded calls and identifying patterns, keywords, and sentiments using advanced AI algorithms. This technology can be applied to various industries and operational areas, but its usefulness in customer contact and call centers is evident. By integrating speech analytics into operations, businesses can enhance customer experience, improve operational efficiency, train and develop customer service agents, ensure compliance and risk management, and unlock sales optimization opportunities. To achieve this, it's essential to choose the right tools that meet current needs and adapt to future challenges, considering key features such as accuracy, real-time analysis, integration capabilities, and scalability. The Twilio platform offers a powerful integration with speech analytics, enabling businesses to leverage its full potential and drive growth through customer interactions.