We are happy to introduce a new crucial tool for contact centers’ quality management: Transcript and Sentiment Analysis for Voice Recordings!
The XCALLY Voice Recording section
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.
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.
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