We are happy to introduce a new crucial tool for contact centers' quality management: Transcript and Sentiment Analysis for Voice Recordings!
This section contains the list of the recorded calls and their main information:
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.
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.