level three: speech analytics
This proprietary technology automatically reviews your calls, placing them in pre-determined categories. It allows you to search for specific examples of calls within each category, based on key words that you select. What's more, this technology uses sophisticated acoustic measurements to identify the context of the conversation. Is the customer happy? Agitated? Angry? What percentage of the call contains silence? It's all available at a glance.
Along with complete recorded calls and text transcripts, it provides audio snippets containing the conversation immediately before and after the designated key words you choose.
And, with measurement tools including call scoring and automated topic identification, it gives you fast, clear information for discovering trends and events - without any predisposed notion of what to look for.
Easy-to-use Web-based tools allow you and your clients to view this information clearly and quickly, right from your computer. You can run reports at any time, and even export the data to nearly any common file type including PDF, Excel, CSV and XML.
You can also perform ad hoc searches across all of the recorded information. You can immediately capture snippets on audio and in text that contain key words which you specify. These searches are extremely flexible - you can expand, reduce, refine and filter your results by category or call attribute. You can analyze all data points, dimensions and measures, both within and across categories.