It is fully accurate, except the anger parameter, which is highly relative due to its very nature; even Speech Analytics cannot determine with certainty whether a person is angry from only a voice. However, Speech Analytics analyses 25 different acoustic and emotional parameters while converting the conversation into text, so you can combine these parameters with reading the transcriptions to find the angry customer that you are seeking.

Related Products: Conversational Analytics 2 (Speech&Text&Agent Performance Analytics)