Conversation analytics is a product concept currently under development. It enables the analysis and monitoring of automatically transcribed call content for selected service pools. Typical use cases:

• Agent training and optimized resource planning

  • Tracking and understanding of popular topics and keywords within conversations

• Improving the customer CX

  • Understanding the correlation between conversation content and sentiment

• Improving sales performance

  • Understanding the correlation between conversation content and outcome of the call

Summary of features available in Conversation Analytics product concept

• Historical analysis for automatically transcribed call content

  • Daily call transcriptions for selected service pools

  • Analysis of conversations and conversation abstracts

  • Filtering of calls by call content

    • Keywords

    • n-Grams

  • Filtering of calls by caller and receiver sentiment

    • Positive

    • Neutral

    • Negative

  • Filtering of calls by service pool

  • Filtering of call by waiting time

    • Short

    • Medium

    • Long

  • Keyword trends by

    • Time

    • Service pool

    • User / agent

  • Sentiment trends by

    • Time

    • Service pool

    • User / agent

Licensing and pricing

Conversation Analytics concept will be embedded as part of Voice Analytics and Voice Data -products in the coming releases as “Conversations” -module.

Voice Analytics roadmap

Voice Analytics, release notes and roadmap

Voice Data roadmap

Voice Data, release notes and roadmap