Real-Time Call Transcripts and Sentiment Analysis
On-Premises Comstice Recording for Real-Time Call Transcripts and Sentiment Analysis in Avaya AES.
Supervisors can monitor customer sentiment real-time, barge in, intercept or whisper to the agent.
Big Step to Ideal Customer Service
With real-time call transcripts and AI Agent Assist, your customer service reps can handle any calls without any training about the skills.
Minimise Agent Trainings
With a basic screen training, agents can handle calls from any skill by following KB articles recommended real-time.
Eliminate IVR Menus
Any agent can handle any call without any IVR menu options needed.
Increase Agent Occupancy
Agents can hald e calls from any skill and maximise their occupant shift time.
Why Leaders Switch to Comstice Recording
On-Premises
Maximum security with full encryption support.
Real-Time Call Transcripts
Monitor each call transcript real-time.
Real-Time Sentiment
Monitor, barge in or intercept calls with negative sentiment.
AI Agent Assist
You can list the articles real-time to resolve customer's problem.
Outsourcing Ready
Can be bundled with Avaya Agent Portal for remote workers.
Any Avaya Device
Any Avaya device can be monitored, not just the call center agents.
Supervisor Gadget
Your supervisors can monitor the real-time sentiment of the active calls and check out the call transcripts if needed.
Supervisor can barge, intercept or whisper to the agent for the recoemmended next steps if needed.
Bundle Avaya Real-Time Sentiment Analysis With
You can modernise your Avaya contact centers without any rip and replace. Here are some solutions that you can bundle with Avaya Aura and ACCS. For all the solutions, click here.
Avaya Agent Portal
Better alternative to Avaya Experiences Portal AXP with built-in webphone as well as hitrd-party messaging channels, CRM integration, Shift Scheduling and Outbound Campaign console.
Learn More
Reporting and Analytics
Comstice stock reports, cradle to grave reports, agent scorecards, daily insights, calls hung up by the agents and more.
Learn More
Comstice Workforce Management
Integrate outbound campaigns with Comstice WFM so that the calls can be generated during when incoming call estimates are lower.
Learn MoreClick here for Avaya Aura and IP Office / ACCS Compatible Solutions by Comstice
How Real-Time Sentiment Analysis Works
- Comstice Recording retrieves audio stream from Avaya AES
- It creates real-time transcript using built-in Speech Recognition
- Identifies subjects and questions from the caller.
- Searches for a suitable KB article and/or suggests the next steps through the AI chat sesion with the agent.
- It also flags the calls with their positive, negative or neutral sentiment on supervisor gadget.
What Customers Think About Comstice Recording
Keyword Search
- Search call transcripts for specific keywords
- Find the calls with the selected keywords
- Review call transcript, listen to the recording and check the cradle to grave report of the call.
Preferred By
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Features, Architecture, and Project Plan
Get all the details about Comstice Call Recording for Avaya Aura and IP Office, including features, comparison with the alternatives, architecture, server specifications and the sample project plan.
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Learn more about Avaya Contact Center Suite by Comstice
Comstice Real-Time Sentiment Analysis for Avaya FAQ
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What is the license model for Real-Time Sentiment Analysis?
It is based on the number of named or concurrent agents.
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Do I need additional licenses on Avaya to use Real-Time Sentiment Analysis?
You need Avaya AES DMCC licenses and basic JTAPI licenses for call recording.
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Can we restrict admin features?
You can create profiles about which features, which agents and supervisors can access.
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Can agents listen to their own call recordings?
Yes, Comstice can help you with that as part of the deployment.
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Is this solution on-premises or in the cloud?
Comstice Real-Time Call Transcripts and Sentiment Analysis is designed to be run on-premises. Comstice can host it for your organization as well. It runs on a Linux VM as Docker containers. It also supports Azure Cloud.
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Does Comstice Call Recording include real-time dashboards?
Yes. It includes a Supervisor Gadget that lists the agents with the active calls as well as the real-time sentiment of the conversation.
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Can I control the level of access that my team members and supervisors have?
Yes, you can. You will create profiles to assign permissions about which agents, skills, and teams they can report for each reporting user.
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How long does it take to train an agent or supervisor on Real-Time Sentiment Analysis?
Typically we run one hour-long train-the-trainer session for supervisors, and we also provide video and pdf content. Agents usually watch the videos and do sessions with their team leaders.