New to Zia's call intelligence: Quickly identify important keywords from call transcripts

Dear customers,

For most businesses, calls are an effective way of communicating with customers, partners, vendors, prospects, or others. Accordingly, we recently introduced the Call Transcription feature and extended Zia's intelligence capabilities to calls and transcripts.

So far, Zia has provided intelligent insights, including customer sentiments, intents, emotions, summaries, and scores based on transcripts. With our latest enhancement, Zia will now highlight important sections within the transcripts themselves.

Introducing call highlights

The call highlights feature recognizes keywords and phrases in call transcripts, enabling sales teams to target the right customers efficiently and extract valuable insights from multiple phone calls.

Key advantages of call highlights

Dispense with the need for costly, imprecise, and time-consuming manual phone call analysis.
Ensure that customers are satisfied and actively involved.
Identify potential coaching and training prospects.

How it works

Zia uses color to highlight various content within the call transcript, enabling users to find keywords easily and observe how they were used during the conversation.

For instance, if the transcript mentions a person, they will be highlighted as a Person with an assigned color.

Similarly, Zia will highlight mentions of emails, key phrases, key sentences, and so on with different background colors.

Here's a list of entities Zia will highlight in call transcripts:

Person
Organization
Location
Date
Email
Phone
Key phrase
Key sentence

Features

You can click on the eye button adjacent to a highlight category to view or remove the highlight for that category.
If you have call transcripts enabled, the downloaded PDF for the transcript will also have the highlighted text.

That's all for this enhancement. Please share your feedback in the comments below.

Resources: Zia for Calls | Zoho CRM Help

Feature availability

These enhancements are currently live for accounts that are on the Enterprise edition or higher and have more than 20 user licenses.
Available in the US, EU, IN, CA, and SA data centres.
Check complete feature availability: Click here.

Thanks!

Nizamuddin

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