Discover new findings with Vonage Conversation Analyzer
Vonage Conversation Analyzer is your complete speech analytics solution. By integrating with Sales or Service Cloud, you can discover new findings to help with quality management, best practice, compliance, coaching and more — all designed to boost the customer experience.
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Improve customer experience
Drive operational efficiencies
Obtain instant business accessibility
Benefit from rapid ROI
Deliver award-winning service
Follow the lead of your best service providers to better connect with customers.
Contact Center Speech Analytics
Business insights
Perfect new approaches in no time
Become a market leader through continuous improvement. With Conversation Analyzer, all your conversation data is available to you within your CRM. You’ll have the context from your interactions automatically stored with your customer data to obtain a more complete view of the overall customer experience and satisfaction- Leverage the automatic categorisation of calls
- Effortless call analysis lets you monitor, identify, and optimise
- Quickly find best practices with intelligent call categorisation, minus random call sampling
- Use the call visualisation tool to help focus your attention on specific parts of the conversation
- Instantly correlate your CRM data with conversation and contact centre data and drive your sales and service results to new heights
Compliance
Find issues before they become a problem
Every organsation needs to adhere to compliance policies. Whether you work in a regulated environment or simply require agents to follow a script for a consistent customer experience, Conversation Analyzer can help.- All calls are automatically transcribed and analysed
- Easily identify when agents aren’t being compliant and take steps towards remedying the situation.
- With configurable redaction, you don’t even need to worry about sensitive information being captured
Agent performance
Distill the science of sales
Every organisation has top performers. Whether you work with Sales or Service teams, with Conversation Analyzer you can begin to understand how your top performers hit their goals, then replicate that behavior by rolling-out best practices and immediately making the entire team more productive.- Conversation Analyzer breaks down call content into categories and displays graphically
- Quickly uncover, understand and act on the details that drive performance
- Replicate top-performer behavior by rolling-out best practices - immediately making the entire team more productive
Quality management
A shortcut to finding the highs and lows
Identifying calls for Quality Management teams is part science and part guesswork. To effectively coach your teams, you need to listen to both the highs and the lows, but finding those calls can be time-consuming. With Conversation Analyzer, you can leverage the automatic categorisation of calls.- The call visualization allows you to focus your attention on specific parts of the conversation, allowing you to jump straight to the parts that matter, instantly saving you time
“Being able to understand the emotion in a conversation is a really nice feature, and Vonage’s solution brings in the metadata and analytics that allow contact centre teams to take action on those insights.”
Dave Michels, Principal Analyst, TalkingPointz
Conversation Analyzer features
Dashboards
Display data in your CRM dashboards to help visually segment and analyse customer conversations.Speech-to-Text
Conversation Analyzer transcribes and logs calls into Salesforce objects, such as contacts, cases and custom objects.Customer conversations
Conversation Analyzer transcribes, tags and analyses customer conversations.Automatic Content Analysis
With automatic voice call analysis, you can quickly spotlight trends.
Call Recordings
Conversation Analyzer pairs call recordings with transcripts and metrics to help better understand a conversation.Alerts
Instantly identify insights and trends—and assess your team’s compliance and product knowledge.