Conversation Analytics by Enreach

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

https://benemen.atlassian.net/wiki/spaces/PD/pages/1444806671

Voice Data roadmap

https://benemen.atlassian.net/wiki/spaces/PD/pages/2120974357