Author: Albert Steed
Company: TrueIPSolutions
At True IP Solutions, we’re always looking for ways to make your communication tools work smarter, not harder.
This month, we’re excited to introduce two major enhancements to the True IP platform that bring more intelligence and convenience to your hosted VoIP system. The upgrades include:
- call recording transcription and sentiment analysis
- mid-call speech detection for auto attendants and directories
These new features make it easier to understand what’s happening on every call, and create a smoother, more natural experience for the callers.
What is Transcription and Sentiment Analysis?
We know call recordings are invaluable for many types of businesses, but reviewing them all manually can be time-consuming.
This is where our new call recording transcription feature comes in. It automatically converts audio recordings into plain text, allowing you to quickly scan, search, and review conversations without having to replay the entire call.
Further, the technology offers a summary that highlights the main points discussed on the call, while voice intelligence allows each portion of the call to be graded, so the user can filter parts of the conversation if need be.
And if you want even deeper insight, you can enable sentiment analysis, a powerful add-on for True IP Solutions customers that interprets the text of each call and identifies whether the conversation was positive, neutral, or negative.
- It even counts and summarizes each sentiment segment (For example: “3 positive, 2 neutral, 1 negative”).
One more thing: As the user, you can export call data as a CSV, or you feed it into your own analytics tools via API for deeper insights.
Two Ways Transcription and Sentiment Analysis Helps the Business and Customer
- Save Time, Improve Quality: It goes without saying, transcription and sentiment analysis can help save time when reviewing calls. This makes it a lot easier to identify problems quickly and make necessary adjustments to ensure the calls that are happening align with your company standards.
- Better Customer Experience: Sentiment analysis makes it a lot easier to spot trends and understand how your customers feel. This feedback goes a long way in making necessary adjustments to your customer experience.
The bottom line: This feature turns every recorded call into a valuable source of business intelligence, helping you make informed decisions and deliver better service.
- Mid-Call Speech Detection: A More Natural Way to Connect
Nobody likes to listen to long menus or be required to press digits to access the person they need to speak with. That’s why we’ve added mid-call speech detection to our auto attendants and company directories.
This means, instead of using the dial pad, callers can speak naturally. For example:
- “Sales” routes directly to your sales team
“Jessica Black” automatically finds Jessica in your company directory
In a nutshell, this feature effectively recognizes spoken names or keywords and routes the call instantly.
One more thing: Setting up mid-call speech detection has been made easy for the business.
- You can easily enable and customize speech detection in your auto attendant by clicking the gear icon next to each menu prompt. From there, you can add keywords or phrases that make sense for your organization.
The bottom line: Mid-call speech detection provides a much better, modern voice-driven customer experience, as customers no longer have to go in circles “pressing one for this and two for that,” often getting nowhere (their frustration building in the process).
Final Thoughts: A Smarter Way Forward
Whether you’re looking to improve quality assurance, gain insight into customer sentiment, or streamline how calls are routed, our new tools are designed to help your organization work more efficiently and communicate more effectively.
