Our customers are extremely busy and need tools to help them react to issues in their call center quickly. The transcriptions and keyword analysis give them instant visibility and alerts
Severna Park, Maryland (PRWEB) August 22, 2015
Transcriptions provide a number of benefits to customers using CallTrackingMetrics phone system. By effectively documenting everything that was said in a conversation by everyone on the call, whether it is two people or many different parties speaking, businesses can make sure that no information is lost, missed or misinterpreted during the call. Didnt get a phone number right? Forgot the caller’s name? It will be in the transcription. In addition, CallTrackingMetrics customers can easily search for a call based on what was discussed-- vs having to remember the exact time and date of the call. The new transcription service is available for both inbound and outbound calls coming through the CallTrackingMetrics system.
The new technology behind the transcriptions has allowed CallTrackingMetrics to revamp their previous keyword spotting tool, making it more powerful and more affordable than ever. Keyword spotting is now an included feature within the transcripts and is offered for no additional cost. Keyword spotting analyzes call transcripts for the presence of particular keywords. Customers can tell the system to take a variety of actions when the words are spotted such as exclude the call from reporting, send an email, rate the call, convert the call, tag the call etc. This feature gives businesses instant categorization of calls without having to listen to each one- allowing them to quickly evaluate the quality of their calls and automatically add conversions and ratings for calls.
Transcriptions and keyword analysis are available through all four of CallTrackingMetrics plans.
CallTrackingMetrics, founded in 2008 by Todd and Laure Fisher, was launched to assist advertising agencies and businesses in various industries track which advertising sources are converting into phone calls. CallTrackingMetrics provides a full service call tracking and cloud-based contact center management solution allowing companies to understand what's driving phone calls and conversions in their business. With over 20,000 customers in 30 countries worldwide, CallTrackingMetrics has gained much of its popularity for excellent customer service, easy-to-use software, and the ability to integrate with major services such as Google Analytics, Adwords, Salesforce, Optimizely, and Wordpress. Their simple, pay-as-you-go pricing includes features like the softphone, whispers, call recording, and website visitors matched to each call.