In a recent blog post, I shared a real-life example of an IT manager who, after expressing an initial interest in our AudioCodes SmartTAP 360° Live recording solution, wanted to branch out and utilize its powerful interaction analytics capabilities for quality monitoring purposes. SmartTAP 360° Live has now been installed, and is more than delivering on its promise to help her organization make effective, data-driven business decisions.
Last week, this same IT manager got in touch with me again to ask if it was possible to drill down still deeper into their interaction recordings for an even clearer picture of how their customers perceive them.
Excellent, I thought! Time to delve into the up-and-coming arena of sentiment analysis.
Find Out What Your Customers Really Think About You
Sentiment analysis uses natural language processing (NLP) to identify, extract, quantify and study affective states and subjective information. It homes in on the polarity of a text, detecting specific feelings, emotions and even intentions, and then categorizes the interaction as either positive, negative or neutral.
As you can imagine, sentiment analysis can be an ideal tool for helping enterprises keep a close eye on customer feedback and perceptions in order to obtain actionable business insights. This can offer a wealth of benefits, including:
Understanding Data at Scale
The ability to process large quantities of calls in the most efficient and effective way, minimizing manual touches.
Near Real-Time Analysis
Sentiment analysis can be available immediately after the completion of a call.
Consistently Objective Analysis
With consistent criteria from Microsoft applied to every call, enterprises get the least subjective and most accurate sentiment analysis scores possible.
Moving Away from Net Promoter Score
Applying sentiment analysis within a call means that organizations no longer have to waste time and resources surveying their customers.
The Only Limits Are Your Imagination
Here’s just a taste of what sentiment analysis can do in the field:
Voice of the Customer/Customer Experience
Sentiment analysis places the customer centerstage, with their experiences, feelings and overall emotional perceptions playing a big role in the process of continuously optimizing customer experience.
Employee Coaching/Quality Monitoring
Managers and employees can objectively assess the quality of their support, sales and renewal calls, and make improvements where necessary.
Brand and Product/Service Reputation Monitoring
Sentiment analysis can show how the various product and service offerings that make up a business are perceived in relation to those of their competitors.
Understanding the attitude, opinion and emotion of a prospect can help whether a sales call was executed properly or if the customer may need some personalized follow up care.
AudioCodes SmartTAP 360° Live
Harnessing the Potential of Sentiment Analysis for
Game-Changing Business Insights
Accurate Sentiment Analysis with SmartTAP 360° Live
AudioCodes SmartTAP 360° Live is an intelligent, cloud-based, Microsoft-certified enterprise recording solution for all voice, video, desktop sharing and instant messaging (IM) interactions. It uses state-of-the-art Microsoft Cognitive Services speech-to-text to meticulously transcribe audio in more than 100 different languages and variants.
But when it comes to getting the inside track on your customers opinions of your business or service, SmartTAP 360° Live doesn’t disappoint. It can execute very precise sentiment analysis on recorded interactions and search for calls with particular sentiment levels, with positive and negative sentiments clearly marked with a smiley or sad emoji in the relevant places.
So if you want to stay one step ahead of the competition, SmartTAP 360° Live gives you a decisive advantage. And you certainly won’t hear more positive sentiment than that!
Want to see SmartTAP 360° Live in action for yourself?