Voice analytics provides a Complete analysis of recorded phone conversations between a company and its customers. It provides advanced functionality and valuable intelligence from customer calls. This information can be used to discover information relating to strategy, product, process, operational issues and contact center agent performance. In addition, speech analytics can automatically identify areas in which contact center agents may need additional training or coaching, and can automatically monitor the customer service provided on calls.

gPlex voice analytics technology transcribes every call and detects keywords, tone and sentiment across your conversations, so you don’t have to listen to every single call. Example: Customer was “angry” and “frustrated” on this call, mentioning the word “cancel” and “terminate”.

• Improved Understanding of Consumers
• Better Customer Experience
• Enhanced Sales Conversion Rates
• Improved Sales Coaching and Training
• Competitive Edge
• Monitor compliance and quality assurance
• Can help you reduce the operating costs
• It helps boost CSAT scores