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The customers call recordings are a gold mine of information on their customer experience, how happy was the customer, are there service issues, what’s the agent performance in both sentiment and delivering the correct script. But the sheer volume of phone calls exceeds most businesses ability to manually review and analyse them.
Most businesses adopt a manual and unsophisticated process in an audit approach that covers only a fraction of the total calls.
CyRecord Insights analyses this using the power of the cloud and provides a full transcript of the conversation, with identified keywords and also sentiment analysis of the call.
Harness the power of speech analytics to transcribe calls, identify keywords, call categories and trends emerging in the call centre conversations
The results of the call are provided integrated into CyReport itemised against each call and also in the unified message centre history in CyDesk