TTS in call centres refers to text to speech, which is when an audio file of a recorded phone call is transcribed into text. Once the file is in text, it is easier to analyse and share. Oftentimes, TTS is used to create interactive voice response (IVR) systems that can manage incoming call flow and allow callers to independently access information. TTS software can also be used to facilitate performance improvements thanks to personalised KPIs for agents during prospect or customer phone calls.