High silence may identify extensive holds with low audio volume or lack of product/service knowledge. Low silence may identify a poor listener. Alternatively, low silence could identify an attentive agent.
Overtalk occurs when one person interrupts or talks over another person during a conversation. Agents talking over customers is one example, which can leave the customer feeling unheard and frustrated. Learn more.
Conversation intelligence software provides the same benefits as speech analytics software, but the definition includes every aspect of a conversation – whether that conversation took place on a call, chat, etc.
Software that uses automated tools, such as call transcripts and scorecards, to gather data and actionable insights on any recorded conversation between an agent and a customer.
Like speech analytics, the benefits of conversation intelligence start by understanding conversations through automated tools that save time and money while providing actionable insights on criteria that are important to your business and sales goals.
Silence detection software is used to detect longer than normal periods of silence in a conversation to identify breakdowns in conversations. Learn more.
Silence detection is used to identify calls with longer periods of silence in order to get at the root cause of the silence – whether that’s agent knowledge gaps or technical issues – and resolve any issues that could potentially increase customer and employee churn. Learn more.
Emotion analysis software measures nuances in tone and volume during a conversation, which provides benefits like uncovering reasons behind customer frustration, agent knowledge gaps, or anything related to call outcomes. Learn more.