Vonage Contact Center can record all inbound and outbound calls. For more information about recording calls, see Call recording.
The Interaction The Interaction Content area of Vonage Contact Center contains all the call recordings for your account. For information about the Interaction Content area of Vonage Contact Center, see Interaction Content.
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- Call summary. The call summary element consists of Call Overview and Call Time Breakdown areas.Voice visualization. The voice visualization element is a graphical representation of the recording showing which party spoke and when
- Categorization of the contents of the recording. Categories relate to defined phrases that an agent or customer uses during a call.
- Event timeline, including call recording (start, pause, resume, stop), transfer, consult, alternate, and hold events.
- Voice visualization. The voice visualization element is a graphical representation of the recording showing which party spoke and when.
- A transcript of the recording displaying the words spoken by each party.Categorization of the contents
- of the recording. Categories relate to defined phrases that an agent or customer uses Sentiment summary. If enabled for your account, you can see a summary of the sentiment during a call. For information about the sentiment summary, see Sentiment analysis.
Multi-language support
Conversation Analyzer can transcribe conversations in various languages. Conversation Analyzer cannot automatically detect the language of a call recording. To properly transcribe a recording in the correct language, the call must be tagged with the correct language. The language that the call is tagged with determines the transcription profile that Conversation Analyzer uses.
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If ConversationAnalyzerProfile contains no value at the end of the call, Conversation Analyzer cannot categorize the call. |
Conversation Analyzer Analytics for Salesforce
If enabled for your account, you can use Conversation Analyzer Analytics for Salesforce. The Conversation Analyzer Analytics for Salesforce feature analyzes your Salesforce CRM data seamlessly with data from your Vonage Contact Center account and from Conversation Analyzer. This integration provides you more business insights than Conversation Analyzer on its own. You can also gain a better understanding about what conversations are being had and when.
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| Conversation Analyzer Analytics for Salesforce is built upon Salesforce Einstein Analytics. |
To use Conversation Analyzer Analytics for Salesforce, you must have:
- Integrated your Vonage Contact Center account with Salesforce
- Enabled Einstein Analytics in your Salesforce org
- Installed and configured Vonage Contact Center's Advanced Reporting and Statistics package in Salesforce
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