Are you referring here to the original build in one or a 3rd party one?
To elaborate on that question, we had the original build in on and we abandoned it as it was too cumbersome to maintain and did not give us the expected results.
Ruud
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------Original Message------
Hi, Who's using the integrations for voice/speech analytics?
Does it have the capability to be like an assistant to an agent, by populating a chat bubble of what is said on the conversation between Customer and Agent?
I am thinking from the perspective of outbound cold calling (yes we all hate them) but if the potential lead on the otherside of the conversation was to be transcripted in real time with the agent offering to sell the product, then gathering such information like Name, Address and other facts could immensely increase the CX experience without the agent having to stumble trying to find where they have left their notes on the call. Who they were speaking with and any other crucial information that will aid the agent in completing the sale.
Can you tell me if it does that or do you think a voice/AI bot would be able to do such a thing?
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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