Real-Time Call Transcripts and Sentiment Analysis
On-Premises Comstice Recording for Real-Time Call Transcripts and Sentiment Analysis in UCCE, PCCE and UCCX.
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.
Higher Agent Occupancy
Any agent can handle calls form any skill.
Outsourcing Ready
Can be bundled with Finesse Webphone for remote workers.
Any Cisco Device
Any Cisco device can be monitored, not just the Cisco Finesse 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 Comstice Recording With
You can modernise your Cisco contact centers without any rip and replace. Here are some solutions that you can bundle with Cisco UCCE and UCCX. For all the solutions, click here.
Finesse Webphone Gadget
Eliminate any software installation on agent PCs by using Finesse Webphone Gadget for VPNless Finesse with Web-Based Softphone.
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Reporting and Analytics
Create outbound campaigns, assign business outcomes to contacts, report performance using real-time and historical reporting features.
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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 Cisco UCCE, PCCE, UCCX and CUCM Compatible Solutions by Comstice
How Real-Time Sentiment Analysis Works
- Comstice Recording retrieves audio stream from Cisco CUCM
- 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.
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Comstice Call Recording for Cisco UCCE PCCE 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 Cisco CCE to use Real-Time Sentiment Analysis?
No additional Cisco licenses needed.
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Can we restrict admin features?
You can create profiles about which features, which agents and campaigns user can access.
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Can I integrate this into my existing knowledge base?
Yes, Cosmtice can help you with that as part of the deployment.
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Is this solution on-premises or in the cloud?
Comstice Call Recording 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.
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Does Comstice Call Recording include real-time dashboards?
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.
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How easy is it to send a report to a stakeholder who is not set up as an agent?
You can schedule a report and add the email address of the recipients.