1. Discovering customer interests: Along your lengthy sale pipeline, you will have discussed varying subjects with your prospects and customers. Imagine your prospect has a deal open to buy 5000 laptops. However, in order to find out company's other offerings and validate a potential future requirement, they might want to turn the conversation to mobile devices. While this might not change the current requirement, an enquiry about mobile devices is added information that hints about their interests.
   
2. Unravel customer opinions: There may be a number of mediums like NPS, feedback surveys, review platforms, and so on, to learn about customer opinions. However, a medium as simple as a call can effortlessly transcribe customers' opinions. Let's take the case of Sid. Sid made a recent purchase of a gaming laptop. Unfortunately, the laptop didn't perform as expected and an anxious Sid dialed the customer care and expressed his disappointment. He said that the laptop he bought is faulty and that he wants a replacement. The customer support agent troubleshot the issue and arranged for a quick replacement. Pleased by the quick workaround, he said thank you for the great customer service.
   
   Here, the words, faulty, replacement, great customer service are natural yet unaccounted expressions that translate their opinions about your business.

Call analytics in VoC  

Keyword cloud charts

1. Frequently spoken keywords by customers: The customer cloud will include frequent keywords uttered by the customer. These are excerpts of candid customer expressions  you can use understand your company's reputation and perception.
   

How are these keywords aggregated from your calls?

Business scenarios

This is a transcribed excerpt of a call between an agent and a customer. Zia, by its call intelligence, can spot who is the agent here and who is the customer and classifies them as two word clouds. You can now understand what your customers' expectations are about your business. This gives you an opportunity to tailor a new line of offerings.

Notes:

1. To use the call analytics dashboard in your VoC, you need the following:
   
1. An active, built-in telephony integration with call recording enabled in your organization.
   
2. A call transcription feature under Zia's Communication capabilities enabled.
   
2. Call analytics is available only for the Leads and Contacts module.
   

 Actions in the call analytics dashboards

Configuring call analytics dashboard

1. Go to the Voice of the Customer module from the list of modules available in your organization.
   
2. Click the Call Analytics option under the dashboards.
   
3. Click the Actions button and select Configure Dashboard.
   
4. In the Configure Dashboard- Call Analytics page, the channels will be auto-populated as calls by default. For the rest of the fields, do the following:
   
1. Select the module for which you'd like to configure dashboard.
   Choose from Leads or Contacts.
2. Choose the data type. The data type signifies the metric type you'd like to view.
   
3. Choose the time frames.
   
4. Select grouping.
   
5. Enter the keyword preferences. You can include all keywords or exclude certain keywords.
   
1. If you chose to exclude keywords, add the keywords you'd like to exclude from display. 
   
6. For a more granular analysis, you can add criteria. You can add up to 10 criteria.
   
5. Click Configure.
   

Reordering dashboards

1. Select Reorder from under the Actions button in the dashboard.
   
2. Drag and drop the desired charts into the placeholders in the display.
   
3. Click Preview.
   
4. Click Save.
   

In addition to the global dashboard actions, you can update your preferences for an individual chart. Simply click on the pencil icon and update the preferences. Click here to learn more about setting sentiment preferences for keyword based components.