CallMiner’s Frank Sherlock defines conversation analytics.
What Is Conversation Analytics?
If you think back to speech analytics, speech analytics does what it says on the tin. It basically is analysing speech text, that is converting speech to text and doing an analytics based on the words and phrases within those conversations.
Conversation analytics provides organizations with insights based on the interactions with customers across channels to provide a more comprehensive, and more coherent, sense of the quality and consistency of those interactions.
Generally it’s used to support compliance, as well as agent insights both in real time and post-interaction.
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