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!

xcally-sentiment-analysis
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

xcally-voice-call-recording-gui


Here the supervisor can hear a preview of the call,download it and set a rating value.

From the XCALLY version 2.5.0 the supervisor can also run the brand new Artificial Intelligence Tools, that determines the customer sentiment of the call.

xcally-sentiment-analysis-result


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.

sentiment-analysis-xcally-gui


Request a demo here