Developed by Simple Emotion, Inc.•Updated 09/26/17•Version 2.0
Great sales and support is about more than just words. Don’t let your call data sit unanalyzed and restricted to limited data like call length or content. Simple Emotion provides full-depth and fidelity of analysis for call data and recordings by examining both text and tone for customer and agent sentiment. Our patented algorithms are helping businesses understand their customers at a deeper level to achieve greater customer satisfaction and stronger agent performance.
No need to listen to calls to hear if a customer is angry. Simple Emotion combines patented algorithms to determine vocal sentiment—whether someone’s voice is positive, negative, or neutral—with verbal sentiment, so you just see if someone is angry.
Save time by only dealing with human-human interactions. Simple Emotion automatically determines non human-to-human interactions, such as calls that are really short, contain only a single speaker, or encounter an automated voice messaging system.
Experiment, save, and apply custom filters and sorts on calls by any of Talkdesk or Simple Emotion’s metrics on demand. List matched calls in a customizable table that optionally shows an annotated transcript with verbal and vocal sentiment scores.
Visualize and compare agents and ring groups by any of Talkdesk or Simple Emotion’s metrics, and discover what metrics are correlated with other metrics for any custom filter or timeframe. Track these changes over time by defining custom reports.
Define custom reports that track changes to any of Talkdesk or Simple Emotion’s metrics over time on demand. Apply custom filters to these reports to compare how one set of calls compare to another. Define anomalies and get notified when they occur.
Simplify and streamline the way you review your calls for compliance by having Simple Emotion automatically detect when your agents deviate from your scripts. Create custom scripts with positional and leniency text requirements for new and old calls.
for 30 days
The Starter Package of Simple Emotion Call Analytics offers the same features as the Full Package, except it only analyzes the past one week of inbound and outbound calls in addition to all new inbound and outbound calls.
The Full Package of Simple Emotion Call Analytics.
Our analytics dive deep on individual examples to find core issues and teaching opportunities.
Summaries comparing agents and customers based on customer satisfaction, interest and positivity help you understand your team.
Visualization tools provide results of customer service calls in a new way without having to read full transcripts or trust an opaque "call score".
Our tools learn with your team; corrections to emotion and call scores lead to higher accuracy and custom analysis.
These machine learning tools will make your call analysis an unbiased team member that learns from everyone, but doesn't need an office!
We analyze the previous one month of inbound and outbound calls in addition to all new inbound and outbound calls.