Text analytics focuses on extracting key pieces of information from conversations and interactions.
Categorized conversations by topic of discussion and identify trends.
Text analytics uncovers the “who,” “where,” and “when” of conversations, the “what” or the “buzz” of the conversation, “how” people are feeling and “why” the conversation is happening.
Mine Text from Voice Recordings to Find Trends and Anomalies
Excerpta is dependent on OnviSource's Captora™ to translate audio recordings from speech to text. Excerpta then indexes the text output and builds a database of filtered text and associates it with the call recording details.
Users can build custom templates to easily define word list combinations and quickly save them. Word lists and phrases give the flexibility to run free-form text searches to find trends and run analytics.
Excerpta text analytics is packaged as part of a complete analytics system that includes speech analytics, social media management, and desktop analytics. This delivers Voice of the Customer and sentiment.
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