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Sales Enablement Centre

Conversation Analytics - Sales FAQs

Conversation Analytics - Sales FAQs

A searchable knowledge base of FAQs relating to the release of Conversation Analytics

Pinned Questions

Qualifying Conversation Analytics Requests

Can I trial Conversation Analytics?

Can we analyse soft skills & behaviours such as empathy, sentiment and listening skills?

What about transcription accuracy?

How do you handle sensitive customer data?

How long does it take to get set up with Conversation Analytics?

Does EvaluAgent integrate with my existing recording platform?

Does Conversation Analytics replace the need for a QA team

Can we analyse all customer conversations across phone, email, chat and social channels?

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Other FAQs

Is there the possibility to include screen recordings?

Will every call or ticket be categorised?

Do you offer real-time Conversation Analytics?

Can we measure & report Sentiment / audio-metrics (silence and talk-over)?

Can you analyse conversations in languages other than English?

Does the analytics work ‘out of the box’ or do we have to train it to our business?

Is Conversation Analytics really driven by AI?

Conversation Analytics - Security

How long does it take to get set up with Conversation Analytics?

Are there any minimum system or data format requirements?

Does EvaluAgent integrate with my CRM / ticket management system so I can analyse tickets?

Do you offer your own call recording solution?

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Operational / Guidance Questions

How will Auto-QA scores affect my front-line agents?

What skills do we need in my organisation to use Conversation Analytics?

Do I need to continue with manual QA if I’m using Auto-QA?

Does Conversation Analytics replace the need for a QA team?