Contact Center Solutions Featured Article

CallTrackingMetrics Introduces Call Keyword Spotting

August 20, 2014

Many businesses around the globe still use inadequate techniques, like asking callers, to identify the source from where their callers heard about them. However, it is not always the best way to analyze customer phone calls. In fact, this may irk them. In an effort to bring more intelligence into these types of interactions, CallTrackingMetrics has launched a new service called ‘keyword spotting’ that can analyze phone calls for the presence or lack of particular keywords in the audio of the call.

CallTrackingMetrics is a phone analytics solutions developer that provides businesses and advertising agencies the ability to manage their inbound calls coming from advertising campaigns.

With the help of CallTrackingMetrics’ keyword spotting service, businesses can instantly assess the quality and outcome of their phone calls, categorize them for reporting purposes and take appropriate immediate actions.

According to one of CallTrackingMetrics’ blogs, the new adding keyword spotting rules can tell the user’s system to look for particular keywords and then take a variety of actions such as exclude the call, send an e-mail, rate the call, convert the call, tag (News - Alert) the call and more.

With the help of this feature, businesses can reap instant categorization of calls based on keywords mentioned, while quickly evaluating the quality of sales and support calls. In addition, contact centers can automatically add conversions and ratings for calls based on what keywords are found.

Currently available to all CallTrackingMetrics customers on their Pro plan and above, the new keyword spotting feature can detect wrong numbers, confirm appointment scheduling, provides call quality reporting, and can even be used to anticipate what customers want ahead of time.

The new feature also helps contact center employees to enter different product lines in as keywords, tag calls with that information and then review call audio files that helps them jump right to the place in the audio where the caller mentions one of the products.

Offering a convenient way to measure the advertising source of each new call lead, CallTrackingMetrics’ new feature, in conjunction with the rest of its customer interaction solution, facilitates businesses to know the path a customer took to find them as soon as they answer the call and then quickly assess the quality and outcome of the call without listening to a single audio recording.

Above all, the various integrations that CallTrackingMetrics offers with services like Google Adwords, Salesforce, Optimizely, HubSpot (News - Alert) and Marin enables advertisers to make informed adjustments as to their advertising investments based on call performance data.

Todd Fisher, the chief technology officier, CallTrackingMetrics, explained that, “Keyword spotting has been a long time coming. Its an evolving science and one we have been excited to make available as part of our software. After months of developing reliable speech to text systems in-house and partnering with experts in this field, we are now able to securely and reliably provide customers with the call analysis they need to see actionable reporting on their phone calls.”




Edited by Peter Bernstein

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