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!
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.
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.
Interest in discovering more?
Contact us | Read the case study | Listen to our Podcast