Speech Analytics - Features
CyberTech Essentials, powered by CallMiner, has the following features:
PLATFORM
- Categorises words to identify participant behaviors (politeness, dissatisfaction, repeat caller, etc) or user-defined categories
- Identifies hot topics and topic dynamics based analysis of all words
- Measures acoustic signals for duration, silence/noise, agitation, stress and tempo
- Integrates with existing call recording systems
- Supports single call center site or recording repository
- Aggregates business data from call recorders
- Call direction
- Data/time
- Location
APPLICATIONS
Search – Simple and advanced call search for words or phrases- Or (calls that contain any of these)
- And (calls that contain all of these)
- Close to (calls that contain all of these within a certain time frame)
- Phrase (calls that contain these words in this order)
- Expand, refine, and reduce results set
- Filter by category or call attribute
- Return call snippets matching search criteria
- Create categories using search definitions
- Call categorisation and attributes
- Word frequency
- Repeat calls
- Emotional calls
- Longest calls
- Accessible through web portal or scheduled for email distribution
- Export to PDF, Excel, CSV, XML, Web Archive
More information Speech Analytics Other products |  www.callminer.com
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