Conversational Analytics

• What is SESTEK Speech Analytics?

• What are the advantages of SESTEK Speech Analytics?

• What can I do with Speech Analytics?

• Do you transcribe all calls fully into text? What is your accuracy in that regard?

• How can we see these texts in Speech Analytics?

• So, will I be able to find a call in which a customer said “complaint”?

• I want to see daily changes in some types of calls. Can Speech Analytics do that?

• What else can Speech Analytics report to me?

• Is there a feature that shows why customers are calling us?

• What is emotional and acoustic analysis? How do you analyze emotions?

• What is your accuracy in emotional analysis?

• I want to know what is happening in a conversation during the call and take action before it’s too late. Can Speech Analytics do that? Does it offer real-time analysis?

• Will I know if a person is angry at that moment? Do the analytical parameters work online?

• Is it possible to see why our calls are rising dramatically as it happens?

• Can I use Speech Analytics for quality management?

• What are the other advantages of the quality management module?

• How does automatic evaluation work? If it can score all the calls, do I still need a quality team?

• What resources do you need to use Speech Analytics?

• Does Speech Analytics run on virtual machines?

• How do you record calls?

• Are you able to transcribe and analyze my recordings before Speech Analytics is implemented?

• We have a call recorder but it only records mono. Is stereo obligatory? Can’t Speech Analytics transcribe mono recordings?

• Security is an important issue for us; if you record the calls onto your servers, how do you manage security issues?

• How long does it take to implement a Speech Analytics product?

• What is manual transcription and why is it needed?

• Will everyone see the whole interface and listen to all the calls?

• How much will I save if I choose Speech Analytics?

• Can we see the product in a proof of concept (PoC)? How long does it take to create a PoC?

• How is Speech Analytics priced?

• What should I do if I want to prepare reports with Speech Analytics but need support?

• What should I do if I have a technical problem with Speech Analytics?

• Can you provide me with references?

• Which recording types does Sestek Call Recorder support ?

• Which PBX systems does Sestek Call Recorder support ?

• Which protocol types does Sestek Call Recorder support ?

• Which rtp codecs does Sestek Call Recorder support ?

• Can calls be listened online using Sestek Call Recorder ?

• How can I reach speech analytics from my computer?

• Which internet browsers do you support?

• What are the license types of Speech Analytics?

• What are the license types of Call Recorder?

• How can I insert a word that not included to language model?

• How can a user see to the calls of only one group?

• What are the reasons why the calls are not analysed?

• What should be audio format of the recordings for analysis?

• Why I can't see actual call count that compatible to selected filters at the search call page?

• Where do I filter out the redundant words from the tag cloud?

• Is there any data encryption between the servers of Speech Analytics topology?

• What should be the database collation?

• What is the logging system of Speech Analytics?

• Does Speech Analytics have any solution for custom metadata integration?

• Does Speech analytics analyze the IVR (interactive voice response) voice records?

• Is Speech Analytics database operable in a cluster structure?

• Do you have any solutions for predictive analytics?

• Does Speech Analytics have verification feature for transcyption control?

• Does Speech Analytics support multilingual operations?

• Which languages are supported by VotG and BLI?

• Although the installation is completed and services are working, specific buttons doesn’t work on GUI. Why?

• In Mostly Used Words excel file what is the difference between 'matched' and 'total' columns?

• At Search Calls with Agent View filter there is a 'Total Call Count' and 'Call Count' columns. What is the difference between them?

• How can we increase recognition rate?

• What should I check in Speech Analytics diagnosis reports?

• Who deploys the enhancements?

• If the same calls come out in multiple topics, is this an error?

• Can the user take any privilege regardless of the role?

• If we make passive the period and then reactivate it, will the old evaluations be deleted?

• Can I add more than one rule to same question when I create a form?

• My user is authorized to assign flags, but I still can not see them. Why?

• Why do calls appear painted in yellow?

• Can I change the topic that a call is assigned to?

• If an agent is a member of more than one group, to which group the call will be assigned?

• If an objection call is found to be justified when re-evaluated, is it necessary to change the score given to the questions in the new evaluation?

• How is the rate of change calculated in the calibration report?

• Is there any document that I can learn meaning and difference of acoustic parameters?

• I cannot add word in a query, system gives the error message that the word cannot be found in the dictionary.

• Where can I see who listened to the call?

• Where can I find the User Manual for Speech Analytics?

• On which pages can I get an excel/pdf printout?

• On which cases should I use * at the beginning or ending of words?

• Can I adjust the default opening screen to any page?

• What is the difference between "automatic form" and "manual form"?

• If I choose to ignore a word in "Statistics Comparison", is it possible to bring it back?

• What should I do to get technical support for the product?

• Is it possible to use more than one type of logic operator (and, or, and not) in the same query?

• What is the output when I click a word in "mostly used words" graph?

• If I make changes in the topic tree, will it be applicable for the previously analyzed calls also?

• What is IVR Analytics?

• On which IVR platforms can I use IVR Analytics?

• How many languages do you support for IVR Analytics?

• Does IVR Analytics run on virtual machines?

• How is IVR Analytics priced?

• How is IVR Analytics’ licensing policy?

• How is the user integration done in SESTEK Speech Analytics?

• Can SESTEK Speech Analytics analyze all calls at a call center?

• How can SESTEK identify a Non-FCR call if customer is calling from different phone numbers?

• What is the identification success rate of SESTEK Speech Analytics?

• What happens if there is a problem in transferring calls to servers?

• If automatic quality evaluation is possible, why would I need manual quality evaluation?

• Can SESTEK integrate with any other call recorder for Speech Analytics?

• What should be the purpose of "target assignment" in quality management?

• Is the customer representative able to see other's call in the information mail delivered after the automatic evaluation?

• Can the customer prefer adding specific words to the language model instead of transcription?

• Can the date values for filter-1 and filter-2 in the trends tab be changed?

• I want to change a user's group information, but the corresponding group does not appear in the Customer Representative Group combo box. What should I do?