CallTrackingMetrics Introduces Keyword Spotting for Phone Calls

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CallTrackingMetrics has launched keyword spotting, a new service that analyzes phone calls for the presence (or lack of) particular keywords in phone calls. Using this service, businesses can now instantly assess the quality and outcome of their phone calls, categorize them for reporting purposes and take appropriate immediate actions.

Keyword spotting allows businesses to instantly act on and report on inbound phone calls without listening to a single recording.

Businesses want to know how their calls are going but they dont have the time to listen to every call.

CallTrackingMetrics provides businesses and advertising agencies the ability to manage their inbound calls coming from advertising campaigns. Many businesses still use imperfect techniques like asking their callers how they heard about them, and CallTrackingMetrics provides a much more exact and convenient way to measure the advertising source of each new call lead.

The introduction of keyword spotting for phone calls gives businesses the ability to quickly categorize and act on different types of calls in appropriate ways. For example, knowing that a call went south is important for a call center manager to know, but the agents aren't necessarily motivated to report this to their boss. CallTrackingMetrics keyword spotting service analyzes the call as soon as it completes and will notice words typically associated with an unhappy customer call. The system can then trigger immediate actions such as an email to the sales manager and categorize the call in a certain way for performance reporting.

Many CallTrackingMetrics customers will be combining keyword spotting with the ability to match callers with specific advertisements. The combination allows businesses to know the path a customer took to find them as soon as they answer the call and then quickly assess the quality and outcome of the call without listening to a single audio recording. The various integrations that CallTrackingMetrics offers with services like Google Adwords, Salesforce, Optimizely, HubSpot and Marin allow advertisers to make informed adjustments to their advertising investments based on call performance data.

From Todd Fisher, the Chief Technology Officer:
Keyword spotting has been a long time coming. Its an evolving science and one we have been excited to make available as part of our software. After months of developing reliable speech to text systems in-house and partnering with experts in this field, we are now able to securely and reliably provide customers with the call analysis they need to see actionable reporting on their phone calls.

Keyword spotting is now a service available to all CallTrackingMetrics customers on the Pro plan and above. To learn more about CallTrackingMetrics and the call management services they provide, visit them today at or reach them at (877) 237-4488.

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Laure Fisher
since: 02/2011
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