Contact Center: Call Transcript Analyzer
About the App
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Description |
Analyzes customer support calls to uncover conversational insights, and provides internal users with the ability to understand the contact reasons, and gain operational insights and deliver targeted coaching based on actual customer dialogue. | |
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Prerequisite |
Contact Center: Base | |
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Hierarchy Unit |
Agent | |
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Transcription |
Transcription customization to improve accuracy | |
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Audio Language |
English | |
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Reporting |
English, Spanish (Spain), French (France), French (Canada), German, Italian, Portuguese (Brazil), Japanese | |
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Reporting Roles |
4 |
Admin, Insights, Head of Contact Center, Team Lead The Admin, Insights & Head of Contact Center roles are shared by all Contact Center Solutions included in this scope of work. |
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Template Data Integrations |
2 |
• API or SFTP integration for call metadata ( (up to 35 templated fields) • API integration for Medallia Media File Transfer (audio to speech processing) |
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Automated Batch Exports |
1 |
Record-level |
App Supporting Materials
The following table provides quick access to all essential supporting materials for the Contact Center: Call Transcript Analyzer BPP, including data design specifications, dummy data sets, survey and branding details, and translation files, available in Google Sheet, Excel, and PDF formats.
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Document Name |
Google Drive |
Excel |
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Contact Center: Call Transcript Analyzer - Data Design |
Contact Center: Call Transcript Analyzer - Data Design Google Drive |
Contact Center: Call Transcript Analyzer - Data Design Excel | |
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Contact Center: Call Transcript Analyzer - Dummy Data |
Contact Center: Call Transcript Analyzer - Dummy Data Google Drive |
N/A | |
| Contact Center Solutions - Playbook | Contact Center Solutions - Playbook Google Drive | N/A | Contact Center Solutions - Playbook PDF |
