VoiceAnalytics Reviews

Pros

One of the things I appreciate most is how it automatically detects key phrases during calls which saves me a huge amount of time. The reports are also very clear and simple to understand and that makes decision making much easier.

Cons

At the beginning, it takes a little time to adjust and fully understand all the features. It's not difficult to use but it does require some patience and practice.

Pros

It generates information very quickly in graph form and the level of analysis you can do by agent is really thorough. You can review performance from a broad overview all the way down to very specific details.

Cons

Some words get changed when the call is transcribed and there's no option to download the calls.

Pros

The interface gives agents a really clear view of how they're performing which has been very useful. The emotion tracking for both agents and customers is also a big help.

Cons

Getting it set up to deliver the results we want has been very difficult and takes a lot of time especially in this industry if you don't already have the right skill set. Once we fine tune everything and make the right adjustments, I think we'll start seeing real progress.