This service, based on call characteristics (e.g., elements of the transcription, audio
features, etc.), will generate tags depending on the package enabled. Existing Tag
- Lead-generation campaign tags will help marketing teams to manage the ROI
of sales phone calls (i.e., when linked to an SEM campaign). It is the basis of lead
scoring and is also known as the Cookie Vocal.
- Customer-services tags aim at spotting annoyance and churn risks from
customers. This is also known as Customer Effort or the Individual Effort Score
- Agent Quality tags (End S1-2020) help ensure the quality of speech of agents
by tagging agent conversation for quality analysis and monitoring purposes. The
tags are provided as basic building blocks (i.e., as a starter kit).
Professional services are available to build custom Tags for any specific industry. Partners
will soon be able to use tools to create their own Tags, as well (End of S2-2020).