Calls as a source

How will this addition benefit you?

1. Dashboards that display insights from existing sources will now carry insights from calls as well. This broadens your scope of understanding your customers' opinions and feedback on your business.  
   The dashboards that will have call insights are:
   
   
   Response-based sentiment analysis
   
   The response-based sentiment analysis provides you with intel about common sentiments observed in your customer responses across mediums. The following charts in this dashboard portrays insights from calls as well for greater accuracy in the analysis of sentiments in the responses. To learn more about this dashboard, click here.
   

• All keywords tabular view: The below image tabulates the keywords used by your customers in different mediums and their sentiments. As you can see, "Efficient", with positive connotation, is a keyword ranked top with highest usage across all available mediums. At the same time, you can see another keyword with negative undertone, "Slowness", is also being used across different mediums. With calls now being an added channel, implies the gravity of these keywords' sentiments.
  
  

• Sentiment vs medium: The sentiment vs medium chart is a simple bar diagram comparing different sentiments expressed across different channels. You can ascertain which feedback from which medium has more intensity to it. For example, the below image suggests that customers are more positive through calls than they are in the emails. This means, when there is a critical situation, such as an escalation, calls are the best mode to approach customers and explains that one-to-one verbal communication helps settle a fix.
  
  

Competitor analysis

Competitor analysis shows the reality of your customers' perception. It will help you tailor a favorable workaround to approach your prospects and customers and win the deal. The following chart shows the keyword mentions used with respect to the competitors and the underlying sentiments from different mediums, including calls. For more information about competitor analysis, click here.

All keywords related to competitor mention tabular view:

The service offering is positively regarded for certain competitors. There are consistent mentions about them in different channels, including calls.

2. A dedicated dashboard for call analytics: A call between your business and your customer contains valuable subjective cues, such as their expectations, interests, sentiments, issues, and more. This dedicated call analytics dashboard will display two charts that will collate frequently used keywords by your agents and your customers through which you can get a quick peek into what is being discussed in your business.

• Frequently spoken keywords by agents
  
• Frequently spoken keywords by customers 

• Calls will be the default source/channel for this dashboard, and you cannot change it.
  
• This dashboard is only available for Leads and Contacts modules.
  
• In order to use this dashboard, you need the following facilities enabled:
  
• Built-in telephony configured in your organization
  
• Call recording is enabled
  
• Zia's Call Transcription feature is enabled.
  

Managing call analytics dashboard:

1. Configure dashboard
   
• Choose which module, you want the call analytics to be displayed for.
  
• Choose the desired data type
  
• Choose the time frame
  
• Choose the grouping
  
• Enter the keyword preferences
  
  
2. Reorder the charts
   
   
3. Alter the sentiment preferences for individual charts