Determine your Customers’ Sentiment

We are happy to introduce a new crucial tool for contact centers’ quality management: Transcript and Sentiment Analysis for Voice Recordings!

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The XCALLY Voice Recording section
This section contains the list of the recorded calls and their main information:

  • type (inbound, outbound, internal or originated by the dialer)
  • ID of the call
  • phone number of the caller
  • phone number that has been called
  • internal number of the agent that has managed the call
  • name of the queue call
  • username of the agent who has managed the call
  • date of the call
  • disposition of the call

Here the supervisor can hear a preview of the call,download it and set a rating value.
From the XCALLY version 2.5.0 the supervisor can also run the brand new Artificial Intelligence Tools, that determines the customer sentiment of the call.

Artificial Intelligence Tools
Through the integration with Amazon AWS tools, it’s possible to get the customer sentiment of each recorded call in XCALLY:

- Amazon Transcribe creates the text transcript of the recorded call.

- Amazon Comprehend analyzes this transcript and provides the resulting sentiment (positive, negative, neutral and mixed) in the XCALLY Motion web GUI.

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XCALLY - Xcally S.r.l.
Sede Legale e Operativa: Via I Maggio 13, 20037 Paderno Dugnano (MI), Italy

VAT n. P.IVA 09668910012
Cap. Soc. € 200.000 i.v
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