Conversation Analytics

Save time and energy by capturing key details from the conversation without having to listen to the recording.

CallTrackingMetrics conversation analytics uses cutting edge technology to transforms the audio of your calls into speaker-organized scripts that are analyzed by the software for particular keyword patterns. This can be a great tool for reviewing calls quickly, spot-checking performance, and identifying trends in your conversations.

Voice Analytics - Keyword Spotting

Transcriptions power our keyword spotting technology by having our system analyze the call transcriptions for the presence of particular words and then take a variety of actions such as exclude the call, send an email, rate the call, convert the call, or tag the call.

This feature gives you instant categorization of your calls based on patterns identified, allowing you to quickly evaluate the quality of your sales and support calls and automatically add conversions and ratings for your call based on what keywords are found.

Here are just some of the ways you could use keyword spotting:

  • Wrong number detection: if someone mentions “wrong number” in the call, exclude the call and remove the visitor data associated with the call.
  • Appointment scheduling confirmation: if someone mentions “scheduled” or “appointment,” automatically tag the call with an appointment scheduled tag or automatically mark it as converted.
  • Call quality reporting: if someone mentions words like "upset" or "mad", tag this call as "unhappy customer" and rate it with just 1 star and even have an automatic email sent to your sales manager. If someone mentions words like "happy", "great", or "delighted", mark it with a "good call" tag and rate it with 5 stars.
  • Know what your customer wants ahead of time: enter different product lines in as keywords, tag your calls with that information, and then as you review your missed call audio files, you can jump right to the place in the audio where the caller mentions one of your products.

Voice analytics services are available on all of our plans as part of the transcription service.