CallTrackingMetrics Introduces its Latest Feature, Call Transcriptions and Analysis for Better Call Analysis

By CIOReview | Monday, September 7, 2015

FREMONT, CA: CallTrackingMetrics launches its latest feature, call transcription and analysis, that provides greater control in call analysis. Call transcriptions transform the audio of calls into speaker organized scripts and the system will analyze the call for the presence of particular words and take actions when found. The feature can act as a tool for reviewing calls quickly, spot checking performance and identifying trends.

The service is available for both inbound and outbound calls coming through the CallTrackingMetrics system. The company has redesigned their previous keyword spotting tool, making it more powerful and affordable. It analyzes call transcripts for the presence of particular keywords.

Customers can tell the system to take a variety of actions when the words are spotted such as exclude the call from reporting, send an email, rate the call, convert the call and tag the call. The feature provides businesses immediate categorization of calls allowing them to quickly evaluate the quality of their calls and automatically add conversions and ratings for calls.