Sentiment Analysis
With Ultatel’s Sentiment Analysis, customer service agents receive real-time feedback on customer sentiment during calls. This allows agents to dynamically adjust approaches and scripts to improve satisfaction. Team leaders can also monitor sentiment trends to identify coaching opportunities.
Sentiment Analysis Overview
Sentiment Analysis is an add-on tool for Ultatel’s VoIP phone systems. It uses speech recognition and natural language processing to analyze the emotion and tone within customer conversations. Agents see color-coded sentiment scores for each call directly within the agent desktop app.
How Ultatel Sentiment Analysis Works
During calls, Ultatel’s software listens to conversations and evaluates speech patterns, word choices, tempo, tone, and more. It assigns a sentiment score on a scale from negative to positive. Agents see these color-coded scores update in real-time to understand customer emotions.
Team leaders can also view aggregate sentiment analytics to spot trends and opportunities to improve customer experience.
Sentiment Analysis Usage Examples
Here are some examples of how Sentiment Analysis can be used:
Ultatel Products With Sentiment Analysis
The following Ultatel products include Sentiment Analysis capabilities: ● Ultatel Contact Center ● Ultatel Cloud Phone System
Sentiment Analysis FAQs
Does Sentiment Analysis record calls?
No, Ultatel’s Sentiment Analysis does not record full conversations. It only processes speech in real-time to evaluate sentiment and then discards the audio.
What languages does it support?
Currently, Sentiment Analysis works for English conversations only. Support for Spanish and French is coming soon.
Can we customize the sentiment scoring model?
Yes, the sentiment analysis engine can be customized to fit your industry’s unique language and vocabulary. Contact an Ultatel representative for details.
Are sentiment scores visible to customers?
No, sentiment scores are only displayed to agents and team leaders within the Ultatel desktop and web apps. Customers do not see these metrics.
Related Information
For more details on how Ultatel can enhance your business communications, explore our other features such as Individual Extensions, CRM Integrations, and 24/7 Live Customer Support. Visit our Features Page to learn more.
