Conversation Analytics

It's more than a call—it's a critical moment to wow your customers and grow your business

Make the Most of Every Call

Call recordings allow managers to review performance and agents to revisit past conversions to verify important information like phone number, email address, order numbers, and appointment dates.
With live listen, you can listen to live calls without interrupting the conversation or alerting either party. This is a great tool for training and quality assurance.
Call whispers are customizable announcements for either the caller or the receiving party. The receiving party whispers are only heard by agents answering the call, while the caller will only hear ringing until the call is connected.
Call transcriptions transform the audio of your calls into speaker-organized scripts, allowing you to search your call log for specific words in a conversation. Transcriptions are available for both inbound and outbound calls and are only compatible when call recording is activated.

Keyword Spotting

The ability to instantly categorize and score calls based on conversation patterns makes it easy for managers to monitor agent performance and automate workflows. Our keyword spotting technology analyzes call transcriptions for the presence of particular keywords and provides a variety of actionable triggers.

When your patterns are spotted, the system can:

  • Exclude the call
  • Send an email
  • Score or rate the call
  • Convert the call
  • Tag the call