Introducing, A new service that transcribes recorded calls and performs sentiment analysis on the transcriptions.

Highlights

Contact Center will offer the ability to transcribe incoming and outgoing call recordings, as well as voicemail messages. In addition, Contact Center will have the ability to analyze the sentiment of these transcriptions.

Once a call or voicemail has been transcribed and its sentiment analyzed, you will be able to search for transcriptions using various metrics, including keywords or type of sentiment (positive, negative, neutral, or mixed). You will also be able to download and save the transcription files.

After downloading a transcription file, you will be able to open it using any text editor. The transcription will show caller 1 and caller 2, so you will be able to differentiate the players engaged in conversation.

Service offering

• This service will be sold in 5-hour blocks (300 minutes) per concurrent user license.

• Platinum: One 5-hour block per concurrent user will be pre-included.

• A la carte/Gold a la carte: No 5-hour block will be pre-included. All blocks MUST be purchased

How do I get this feature?

• The new feature will be available to subscribers of Platinum, A la carte, and Gold a la carte packages.

• No intervention is required from a Service Provider.