Dextr integrates transcriptions, comprehension and sentiment analysis !Contact center supervisors are hungry for insight into things like whether agents are having effective conversations, whether any interesting trends in customer sentiment are occurring, or whether the agents are complying with regulatory requirements. This is challenging because audio data is virtually impossible for computers to search and analyze. Therefore, recorded speech needs to be converted to text before it can be used in applications. Using AWS machine learning natural language processing (NLP) and speech-to-text, Contact Lens for Amazon Connect, now integrated in the Dextr Dashboard, transcribes contact center calls to create a fully searchable archive and surface valuable customer insights. With Contact Lens for Amazon Connect, customer service supervisors can quickly and easily discover emerging themes and trends from customer conversations, directly in Amazon Connect.
Dextr simple to navigate interfaceDextr has long enabled agents and supervisors to search activities and pull back voice recordings. We the integration of LENS, Dextr makes it possible to not only pull back the recording, but to “see” key customer experience metrics including total talk time in bar chart format showing customer, agent and silence time slots. The sentiment analysis is displayed by segment and rated over all by a smiley face!
[video width="1536" height="760" webm="http://drvoip.com/wp-content/uploads/2020/07/lens-integration-localhost_8080-2020.07.12-20_23_33-1.webm"][/video]Transcriptions can be displayed by agent and customer segment, with clickable time stamps that enable you to pull back any segment of a recorded and transcribe customer experience.