About speech and text analytics


Speech and text analytics is a set of features that provide automated speech and text analytics capabilities on 100% of interactions to provide deep insight into customer-agent conversations.


      Speech and text analytics overview


      Voice transcription

      Review and search a voice transcript to conduct evaluations, recognize unusual dynamics, determine customer sentiment, perform live monitoring, and so on.  


      Interaction overview

      Using a variety of playback controls, playback interactions to show details about the external and internal interaction participants and to provide an understanding about the customer, the quality of service provided and the business issues in question. 


      Sentiment analysis

      Capture the sentiment of the customer’s phrases to gain valuable insight into the customer’s experience, product and service reputation, and agent competency


      Topics

      Boost the recognition of a business issue by instructing your system to identify specific customer phrases and subsequently identify trends that enable you to discover what your customers care about most. 


      Programs

      Instruct your system to search for and recognize all of the phrases in the topics included in the program’s definition.