Rapid access to every call’s hidden insights with automatic content analysis
Uncover every aspect of your sales and service performance, without draining time and resources listening to every call. Automatic voice call analysis let you instantly identify insights and trends as well as assessing your peoples’ compliance and product knowledge. Take any urgent action fast.
Leverage your Salesforce® data for dramatic results
Conversation Analyzer integrates knowledge derived from voice calls with your CRM data, to effortlessly identify improvement areas. Prioritise key insights, drill down to ineffective conversations and pick out the most effective ones. And do it all from your native Salesforce environment.
- Voice calls – conversations
- CRM data - powerful new data sources
- Do it all from your native Salesforce environment and integrate with Einstein dashboards for true insight
Build and boost emotional connection
Any great conversation is based on an emotional connection. Conversation Analyzer gives you more of the story; see beyond words in a script and find insights to build richer, more engaged relationships with your prospects and customers.
Speech Analytics Features
NewVoiceMedia Conversation Analyzer resides within your Salesforce environment and integrates directly with Einstein dashboards for true insight.
The NewVoiceMedia Conversation Analyzer transcribes, tags, and analyzes 100% of all customer conversations.
NewVoiceMedia Conversation Analyzer uses speech-to-text to transcribe calls which are then auto-matically logged into Salesforce objects, like contacts, cases, and custom objects.
Use Einstein AI and built-in dashboards to visually segment and analyze all customer conversations.
Instantly identify insights and trends as well as assessing your peoples’ compliance and product knowledge.
Use Conversation Analyzer to listen to call recordings that are paired with transcripts and metrics to help understand a conversation.
HOW WE'VE HELPED...
We helped Six Pack Abs achieve a 500% growth in sales with our technology at the core of its sales engine. Our contact centre solution helps SPA, help people get their perfect six pack.
"Before, we were manually dialling, taking at least five seconds to dial a number. It doesn’t sound like a long time but when you multiply that by 20 guys over 12 hours a day, it really adds up. Click-to-dial is much more efficient."
science of sales
Identify what makes your best sales people excel – and spread that behavior across the entire team. Conversation Analyzer breaks call content down into categories and displays breakdowns graphically. Uncover, understand and act on the details that drive performance, whether great or small.
service every time
Your best service providers know how to forge connection with your customers. Accessible graphic displays breaking calls down into different subjects help you to dissect their secrets. Share their skills with all your people, to ensure that every conversation provides support levels that set you apart.
"One of the things I really liked about Conversation Analyzer is its ability to coach agents. There is no question that contact centers could be improved with automatic, seamless coaching of the agent. Being able to understand the tone and emotion in a conversation is a really nice feature, and NewVoiceMedia’s solution brings in the meta data and analytics that allow contact center teams to take action on those insights.”
Dave Michels, principal analyst at TalkingPointz
Perfect new approaches in no time
Becoming a market leader requires continuous improvement. Effortless analysis of all calls lets you ensure new techniques are rolling out properly, measure their performance and identify optimisation opportunities. Find examples of best and worst practice instantly with intelligent call categorisation, without the hit and miss approach of random call sampling.
Stay on top of compliance
Because all calls are automatically transcribed and analysed, it’s easy to spot and correct compliance issues before they become a problem.