Voicenter's emotion and impression analysis engine gives managers back control by objectively quantifying the emotional state for all statements made in 100% of calls. The process begins at the individual call level, where the system deciphers a rich mosaic of over 100 types of emotions and conversation traits, sorted into positive and negative categories, far beyond just 'anger' or 'happiness'.
The system summarizes all these emotions into an overall sentiment score and produces a visual timeline that allows identification of precise emotional turning points. But the true power is revealed when this deep analysis is applied across thousands of calls.
The system automatically builds an objective "soft skills" profile for each representative, while simultaneously identifying chronically frustrated customers. At the strategic level, all data converges into a management overview for the entire call center, showing trends and averages. In this way, the system provides a multi-dimensional picture, from micro to macro, of the organization's emotional pulse.
The algorithm assigns quantitative scores to each segment of the conversation for sentiment level and emotions. This data is displayed on the conversation timeline visually, allowing the manager to see exactly where emotional turning points occurred.
The analysis eliminates human biases and ensures consistent evaluation of all conversations, regardless of fatigue or mood of the human listener. The data is available via API for setting up automatic alerts, for example, sending an alert to a manager if the frustration score in a conversation crosses a certain threshold.
