Speech Analytics - Call Categoriser

The Speech Analytics Call Categoriser places calls into specific call categories to determine the types of calls your business is receiving.

When call categories are provided to Delacon together with specific keywords or phrases for each category, our Speech Analytics Module (SAM) can use this information to categorise each call. If you need assistance, we are ready to assist you with keyword/phrase identification.

Often a call may have multiple categories and SAM has the capability to identify not only the main call category, but also other relevant categories based on its novel call scoring and analysis system.

Below is a sample list of some call category examples:

• Sales – converted or not
• Support
• Billing
• Accounts
• Membership
• Existing or New Bookings

Each business or business unit will have different call categories depending on the industry and the specific business.

If the call doesn’t fit to any of the pre-defined categories, it will be placed in the “general” category.

You can access the Call Categoriser report directly by clicking the following link: https://pla.delaconcorp.com/siteui/reports/callCategory