CallTrackingMetrics Launches Transcription and Analysis

CallTrackingMetrics has launched call transcription and analysis features for customers using its phone systems.

Call transcriptions transform the audio of calls into speaker-organized scripts, and the system will analyze the call for the presence of particular words and take actions when found. This can be a great tool for reviewing calls quickly, spot checking performance, and identifying trends.

In addition, CallTrackingMetrics customers can search for calls based on what was discussed instead of having to remember the exact time and date of the call. The new transcription service is available for both inbound and outbound calls coming through the CallTrackingMetrics system.

The new technology behind the transcriptions has allowed CallTrackingMetrics to revamp its previous keyword spotting tool, which is now an included feature within the transcripts and offered for no additional cost. Keyword spotting analyzes call transcripts for the presence of particular keywords. Customers can tell the system to take a variety of actions when the words are spotted, such as exclude the call from reporting, send an email, rate the call, convert the call, tag the call, etc. This feature gives businesses instant categorization of calls without having to listen to each one.

Transcriptions and keyword analysis are available through all four of CallTrackingMetrics' plans.

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